Equipment Return or Exchange Policies

From time to time, FOCUS Clients ask about our equipment return or equipment exchange policies. 

• Equipment Return - Advance Exchange and/or Loaner
  • If FOCUS provides you with equipment as a replacement or loaner, it is your responsibility to return the failed equipment back to FOCUS via delivery or a common shipper (FedEx, UPS, USPS... those types of guys).
  • We need to receive that failed equipment within 10 days of the replacement being delivered to you. We want to figure out what caused the failure so we can prevent it from happening in the future. The quicker we get it back, the better!
  • If you need a shipping label, or to schedule the pick-up of the failed equipment, just let us know by emailing help@focusca.com
• Equipment Return - ordered but not needed
  • It happens, you order a piece of equipment and it turns out you didn't need it.
  • If this happens, you can return it to FOCUS for a full refund within 30 days of receiving it.
    • If the equipment has been opened, installed or used, a 25% repackaging & restocking fee will apply.
  • This only applies to physical equipment, and does not apply to software licenses, professional services or complete systems.
  • You'll be responsible for getting the return back to us. Sorry, we can't supply shipping labels or schedule pick ups for returned equipment.
• Software Return - one-time purchase software
  • Unfortunately, due to the nature of software, we are unable to allow for returns or credits on software. 
• Software Return - subscription software cancellation
  • If you've licensed a recurring subscription service from us, such as FocusCloud, MyFocus or Focus RemoteAccess and would like to cancel your subscription, you'll just need to give us a 30-day notice so we can make appropriate preparations. Please email clientops@focusca.com with your request to cancel. The cancellation date will be 30-days from the date that we receive your email. You may be billed for partial month subscription service in some cases.
  • If you're subscription service is under contract, you may cancel the subscription, but you'll be responsible for paying the balance of your contract. This is calculated as the monthly subscription multiplied by the number of remaining months of your contract (plus any applicable past-due amounts).
• Maintenance Services - cancellation
  • Unfortunately we cannot cancel maintenance services in the middle of the maintenance contract term.
  • You can request maintenance service contracts to be cancelled at the end of the contract at any time during the contract. Simply email clientops@focusca.com with your request.
  • It's important to remember that if you cancel your maintenance services, in most cases those maintenance services cannot be reinstated.