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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 [email protected] 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. Shipping fees will not be refunded. The cost of returning non-faulty goods is the responsibility of our customers. Opened or used goods cannot be returned for refund, but Infocus ID may, at their discretion, offer an account credit.

Any goods supplied which are deemed defective by our technical department, will be exchanged (wherever possible), or repaired. We will send our courier to collect 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. If the original packaging is not used, or you choose to use your own courier, any damage occurring in transit back to Infocus ID is the responsibility of the customer.

All defective or faulty goods (DOA) returned to Infocus ID Ltd will be thoroughly examined; you will be notified within 3 working days whether we can repair or exchange the item. Where Infocus ID are unable to repair or replace the item for an identical or upgraded model, we will offer to refund all monies in full.

Faults or defects must be reported within 14 days of receipt of the item. After this time then our standard RTB warranty terms apply, until the time that the warranty expires.

Refunds will be made 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

Items damaged in transit must be reported within 14 days of receipt. We are unable to accept responsibility for goods not checked within this timeframe.

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 (or better) replacement, then we will refund you in full.

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