Returns and Exchanges


Should you decide that your goods are no longer required, returning them takes only a few simple steps. Please call our Customer Service team on +44 (0)1724 277777 or email us at quoting your original order number, and the reason why you’d like to return the goods. You will be given a returns form with a unique returns reference number, which should be displayed clearly on the outer packaging of the returned goods (Not on the product box itself). The return address will be clearly marked on the returns form.

Infocus ID Ltd is happy to accept the return of non-faulty goods within 14 days of the original shipping date, goods returned after 14 days of the original shipping date will not be entitled to any refund; The goods must be completely unused, in original packaging, without any markings on the product boxes, in a new/saleable condition and cannot be personalised. Infocus ID Ltd will assess all returned goods and make this decision in good faith. There will be a 25% restocking fee for this returns service.

Any goods supplied that are defective will be exchanged, including the original delivery charge. We will send our courier DPD to swap out the goods from your original delivery address, or you can arrange to return the goods yourself. You must use the original packaging the goods arrived in. The cost of returning non-faulty goods is the responsibility of our customers.

All defective or faulty goods (DOA) returned to Infocus ID Ltd will be thoroughly examined; you will be notified by email of your refund within 72 hours of receipt at Infocus ID Ltd. We will refund the money to you in the same way we received the funds, unless agreed otherwise. We will process the refund to you usually in less than 7 days from receipt of the returned goods or as soon as possible. Upon examination, should the returned goods be found to be not defective, Infocus ID Ltd may charge you a 25% restocking fee.

Goods damaged in transit

Any item sent by us which arrives damaged will either be replaced, or replacement parts will be shipped to you at our expense. We may ask for your assistance during any claim for goods damaged by the shipping company. It would be helpful if you can either refuse acceptance of goods that look damaged or accept them (please sign the delivery note ‘received as damaged’, and photograph the package/consignment). Infocus ID Ltd will arrange to collect any goods damaged in transit that you wish to replace. If we cannot supply a direct replacement, then we will refund you in full.