General Terms:
Focus Home Decor reserves the right to update the rules when necessary, and the updated version will be published on our official website or sent via official communication channels with immediate effect. If you do not agree to these terms, you must discontinue use of Focus Home Decor’s services immediately. All buyers are deemed to accept the rules if they are using the services provided by Focus Home Decor. Focus Home Decor's policy shall prevail.
For after-sales issues, buyers must submit a Return & Refund request within 25 days of the delivery date. Requests submitted after 25 days may not be eligible for after-sales service.
Before an order has shipped, the buyer may request cancellation by contacting Focus Home Decor at focushomedecorco@gmail.com
If the Focus Home Decor cannot fulfill the buyer's order within the order processing time, due to reasons including, but not limited to, out-of-stock items or unforeseen circumstances Focus Home Decor reserves the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Focus Home Decor has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. A refund will be issued once the return shipment is confirmed as “in transit” via the provided tracking number.
Focus Home Decor generally does not accept “non-defective” or “buyer’s remorse” returns. However, we reserve the right to review and accept such requests at our discretion.
If Focus Home Decor accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Focus Home Decor's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Focus Home Decor does not currently provide product warranties unless otherwise stated on the product page or in writing.
Refunds will be processed within 3 business days once approved, and replacements will be shipped within 5 business days unless otherwise agreed upon between the buyer and Focus Home Decor.
When submitting an after-sales request, the buyer must provide sufficient evidence (as outlined below). If the buyer fails to provide such evidence within the specified after-sales period, Focus Home Decor reserves the right to reject the return or refund request.
Whether the evidence is compelling or not will ultimately be determined by Focus Home Decor Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Focus Home Decor Rules
For Unshipped Orders
If a Return & Refund request is made after the stated processing time, Focus Home Decor will issue a full refund.
If the request is made within the stated processing time, Focus Home Decor will review and process the request within 3 business days. If Focus Home Decor fails to respond (approve or deny) within 3 business days, the order will be automatically refunded.
Note: Even if the order is still within the stated processing time, refund requests will be handled according to the 3-business-day processing rule above.
For Shipped Orders
If a Return & Refund request is made after the order has shipped, Focus Home Decor will process the request within 10 business days of submission. If Focus Home Decor does not respond (approve or reject) within that time, a full refund will be issued.
2. Goods Returned in Transit
If a package is returned to Focus Home Decor while in transit, and the buyer requests a refund, the refund will be processed within 3 business days.
If the buyer requests a redelivery instead, Focus Home Decor will ship the replacement within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Focus Home Decor should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Focus Home Decor, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Focus Home Decor will refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders that lack tracking information or remain pending/expired for more than 60 days after leaving Focus Home Decor’s warehouse are considered delayed. The following exceptions may apply based on destination and shipping method:
a. For orders shipped to the United States, a delay is determined after 45 days from the departure date from Focus Home Decor’s warehouse.
b. For orders to Brazil, delays are determined after 110 days from departure because of extended customs processing times.
c. For Focus Home Decor Packet Liquid Line shipments, disputes for delayed orders will be considered after 100 days from the warehouse departure date.
d. For certain special shipping methods, Focus Home Decor may not be able to process delivery disputes. (See the “Important Interpretation” section below for details.)
Notes:
Sometimes, an order may arrive at a local post office and remain pending due to an insufficient address, unclaimed package, or incorrect contact details. In these cases, buyers should contact their local post office directly to arrange pickup or delivery.
In Israel, packages are often delivered to self-pickup lockers or collection points, which may cause delays. Buyers are encouraged to check delivery notifications and contact their local postal office promptly to collect their package.
3.2 Orders not Received
Focus Home Decor cannot process refunds or replacements for orders that show “delivered” in the official tracking system.
a. If a buyer does not receive the package despite “delivered” tracking, they must provide an official non-delivery certificate from their local post office bearing an official seal.
b. If the tracking status shows an “Alert,” the possible reasons include the following:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
Local couriers may attempt delivery up to three times. If the package remains unclaimed, it will be held at the local post office for 3–7 days before being returned to sender.
Buyers must arrange pickup within that period; Focus Home Decor is not liable for losses once the package is returned by the logistics provider.
3.3 Products Damaged
Focus Home Decor offers a full refund or replacement for products that arrive significantly damaged.
If a product is partially damaged (minor scratches, wrinkles, or similar issues excluded), Focus Home Decor may offer a partial refund or replacement.
Notes:
a. For fragile products, a refund is highly recommended.
b. Minor damage to outer packaging does not qualify for a refund or after-sales claim, as such wear may occur during international shipping.
For ordinary or electronic products, buyers must file a complaint or open a dispute within 30 days after delivery.
d. For service-based products, refunds (if approved) will be based on the product’s market price in China. Focus Home Decor assumes no further liability beyond that amount.
3.4 Incorrect or Missing Products
Focus Home Decor maintains a strict quality control process prior to shipment. If products are incorrect or missing, Focus Home Decor will handle them as follows:
a. If a customer receives an incorrect product, Focus Home Decor will provide a full refund or send the correct item at no additional cost.
b. If a product arrives in the wrong color or size but functions as described, Focus Home Decor will offer a refund or replacement once the buyer provides evidence that the product differs from the original order.
c. For parts missing which doesn’t affect product function, Focus Home Decor may refund partially or resend the missing part. For missing components or accessories, Focus Home Decor will provide either a replacement for the missing part or a partial refund.
d. For accessories, Focus Home Decor will resend the accessories.
Notes:
For size issues, Focus Home Decor will appreciate it if you can measure the product according to the correct method and provide a photo showing the measurement clearly. Our dispute team will handle your claim promptly.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the us via focushomedecorco@gmail.com to request us to update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Focus Home Decor shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Focus Home Decor, Focus Home Decor should check the proof and give a response within 3 business days.
If the proof checked by Focus Home Decor is not showing the problem clearly and or if the proof checked by Focus Home Decor is not showing the problem clearly, the proof is invalid, and the Focus Home Decor has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Focus Home Decor, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Focus Home Decor should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Focus Home Decor should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Focus Home Decor should redelivery within 5 business days of proof approval. Please note Focus Home Decor has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
5.1 Incorrect or Missing Products
Focus Home Decor has a strict quality control process before products are dispatched.
Focus Home Decor will deal with incorrect or missing products as follows:
a. For incorrect products, Focus Home Decor offers a full refund or replacement.
b. For products with the wrong color or size that do not affect function, Focus Home Decor offers a refund or replacement if the buyer provides a screenshot of the customer’s complaint (including name, content, and date).
c. For parts missing which doesn’t affect product function, Focus Home Decor may refund partially or resend the missing part; for parts missing which affect product function, Focus Home Decor will resend the product only.
d. For accessories, Focus Home Decor will resend the accessories.
Notes:
For size problem, Focus Home Decor will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. For disputes arising from shipping delays or damage, Focus Home Decor may not refund the product cost.
b. For disputes related to poor quality, Focus Home Decor may not accept the claim if the supplier is not Focus Home Decor.
c. For service products not inspected by Focus Home Decor, disputes may not be accepted.
6. Logistics Issues
6.1 Invalid tracking information
If Focus Home Decor verifies the tracking number is wrong, and Focus Home Decor fails to provide the correct one within 4 business days, Focus Home Decor will refund the order.
6.2 Untimely Tracking Info Updates
If there is no tracking update for more than 7 business days after label creation and the buyer requests a refund, Focus Home Decor will process the refund within 3 business days.
(This clause does not apply during holidays, pandemics, extreme weather, or other force majeure events.)
6.3 Extended Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Focus Home Decor fails to provide any valid tracking updated info, the buyer may apply for a refund. Focus Home Decor requires refund order within 3 business days as buyer request.
(This clause is also excluded during special circumstances such as holidays, pandemics, or severe weather events.)
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Focus Home Decor lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
6.5 Force Majeure
Focus Home Decor takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Focus Home Decor will notify buyers via focushomedecorco@gmail.comin such cases.
6.6 Destination Limits
Due to limited international transportation, Focus Home Decor will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through focushomedecorco@gmail.com.
Focus Home Decor will try its best to assist buyers in these special circumstances in a timely manner. After notifying Focus Home Decor, Buyers should expect a decision from Focus Home Decor on these types of issues no later than two weeks.
Focus Home Decor takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Focus Home Decor will notify you by focushomedecorco@gmail.com.
7.1 Return
Products can be returned to Focus Home Decor China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Focus Home Decor China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Focus Home Decor and someone will respond to you within 1 to 5 business days.
b. Products must be returned within 10 days of receipt and after receiving confirmation from Focus Home Decor.
7.2 Orders Cancellation
Focus Home Decor offers a full refund only before warehouse processing begins.
a. After payment, Print-on-Demand (POD) orders cannot be canceled as they are custom-made.
b. After payment, preorder or exclusive inventory orders cannot be canceled.
c. After payment, video or photo service orders cannot be canceled once preparation has begun.
7.3 Deadline of Opening Dispute
Disputes cannot be opened once the order status is closed. Claims also cannot be resolved when third-party tracking information is unavailable.
7.4 Unacceptable Disputes
Focus Home Decor shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with Focus Home Decor’s resolution, they must open a dispute directly with Focus Home Decor for further review.
