01
Request within 30 days.
Eligible return and exchange requests must be submitted within 30 calendar days of confirmed delivery.
FocusNova Customer Care
Refund Policy
We want every FocusNova purchase to arrive complete, perform as expected, and support your creative work with confidence. This policy explains return eligibility, exchanges, refunds, damaged orders, processing timelines, and the steps required to begin a request.
02
Keep every component.
Products should include their original packaging, accessories, manuals, cables, caps, cases, and supplied components.
03
Wait for approval.
Do not send an item back before receiving return instructions and authorization from the FocusNova support team.
04
Receive the final refund.
Approved refunds are issued to the original payment method after the returned item has been received and inspected.
Return Eligibility
30-Day Policy
What qualifies for a return.
FocusNova provides free return and exchange support for eligible products within 30 days. Every request is reviewed to confirm the product condition, delivery date, included components, and reason for return.
Eligible condition
The item must be in the same condition in which it was received, with no damage, excessive wear, misuse, unauthorized modification, or missing components.
Original materials
Original retail packaging, protective inserts, accessories, documentation, cables, batteries, caps, cases, and promotional items must be included when applicable.
Order verification
A valid order number and the email address used at checkout are required so that the purchase and delivery date can be verified.
Approved destination
Returned products must be sent only to the location provided in the official return instructions. Unapproved returns may not be accepted or processed.
Promotional purchases
Products purchased during a promotion remain eligible unless the product page or offer clearly identifies the item as final sale or otherwise excluded.
Return Process
Four steps from request to resolution.
A complete request helps us verify the purchase, review the product condition, and provide the correct return or exchange instructions without unnecessary delays.
01
Submit your request.
Provide your order number, checkout email, product name, reason for the request, and a clear description of the issue.
02
Receive return instructions.
Our team will review your request and provide authorization, packaging guidance, and the approved return destination when eligible.
03
Prepare the complete item.
Securely package the product with all included accessories, manuals, cables, batteries, mounts, caps, cases, and original packaging.
04
Inspection and resolution.
After the return is received, the product will be inspected. An approved refund or exchange will then be processed according to this policy.
Policy Details
Review Carefully
Important refund and exchange terms.
The following conditions apply to camera bodies, lenses, accessories, stabilization equipment, bags, lighting, microphones, memory products, batteries, power solutions, and other FocusNova products.
Refund processing
Once an approved return has been delivered and inspected, FocusNova will notify you of the outcome. Approved refunds are typically submitted to the original payment method within 5 to 10 business days. Your financial institution may require additional time to display the credit.
Free eligible returns
FocusNova provides free return shipping for approved, eligible returns and exchanges within the 30-day policy window. The return method and shipping instructions must be provided by our team before the item is sent.
Condition assessment
Returned products are inspected for completeness, damage, wear, missing accessories, serial-number consistency, misuse, modification, and packaging condition. Refunds may be reduced or declined when the returned item does not meet the stated requirements.
Replacement availability
Eligible exchanges are subject to product availability. When the requested replacement is unavailable, an approved refund may be issued instead. A price difference may apply when exchanging for a different model or product.
Delivery issues
If an item arrives damaged, defective, incomplete, or different from the product ordered, report the issue as soon as possible. Include the order number, a description of the problem, and clear photographs of the product, packaging, shipping label, and affected area.
Excluded products
Gift cards, downloadable products, personalized products, items marked final sale, products damaged through misuse, and memory or storage products with broken security seals may not be returnable unless defective or otherwise required by applicable law.
Cancellations
Cancellation requests should be submitted before fulfillment begins. Once an order has entered processing or shipment, cancellation may no longer be possible and the standard return process may be required after delivery.
Warranty matters
A product warranty is separate from this refund policy. Issues reported after the 30-day return window may be reviewed under the applicable manufacturer warranty or product-specific support terms when available.
Protect every optical surface.
Keep sensor caps, lens caps, viewfinders, displays, mounts, and electronic contacts clean and securely protected during return shipping.
Return the complete configuration.
Include mounting plates, clamps, adapters, cables, chargers, microphones, batteries, storage components, and every originally supplied part.
Refund Questions
Common policy answers.
Review these answers before submitting a request to confirm the expected return window, product condition, refund method, and inspection process.
How long do I have to request a return?
Eligible return and exchange requests must be submitted within 30 calendar days of the confirmed delivery date. Requests submitted after this period may not qualify under the standard refund policy.
Are returns and exchanges free?
Yes. FocusNova provides free return and exchange support for approved, eligible products submitted within the 30-day policy window. You must receive the approved instructions before sending the product.
Can I test a camera or lens before deciding?
Reasonable inspection is permitted, but the product must remain in returnable condition. Products showing excessive use, damage, contamination, altered settings that cannot be restored, missing parts, or misuse may be declined or subject to a reduced refund.
Do I need the original packaging?
Original packaging should be retained and returned whenever supplied. Protective inserts, manuals, cables, chargers, batteries, caps, mounts, cases, straps, and all other included components must also be returned.
When will my refund appear?
Approved refunds are typically submitted to the original payment method within 5 to 10 business days after inspection. Banks and payment providers may require additional processing time before the credit appears.
What happens if my order arrives damaged?
Report the issue as soon as possible and preserve the original packaging. Provide photographs of the shipping box, shipping label, protective materials, product, serial number when applicable, and the damaged or defective area.
Can promotional products be returned?
Promotional products remain eligible under the standard policy unless the product page or promotional terms clearly state that the item is final sale or otherwise excluded.
Can my refund be refused?
A refund may be reduced or declined when the product is returned outside the policy window, sent without authorization, damaged through misuse, incomplete, missing accessories, altered, or otherwise unable to meet the eligibility requirements.
Need Policy Support?
Send the complete order details.
Include your order number, checkout email, product name, reason for the request, item condition, and supporting photographs when applicable. Do not ship a product until return authorization and the correct destination have been provided.