POLICIES

Return Policy

For vacuum cleaners only:

Only products purchased from this website are covered by this Return Policy. We only accept the conditions below:

• If the item was damaged during shipment, we will replace the damaged part.
• If the item arrived defective, it will be covered under our Warranty Policy.
• If we shipped the wrong item, we will pull it out and reship the correct item.

All return requests are subject to approval and must be made within 7 days from the date you received the item. Please send us an email at customersupport@focusglobalinc.com with the following information to avoid any delays in the review and approval process.

• Reason for return, including photos or videos of the issue
• Your Order ID
• Your Name, Email, Address, and Daytime Phone Number

Please note that the actual item returned will still go through a final evaluation process before your refund can be processed.

For built-in appliances, please refer to your terms and conditions.

Refund Policy

For vacuum cleaners only:

This Refund Policy does not apply to the following reasons:

1. Change of mind
2. Defects due to misuse or mishandling of items by the customer
3. Discovery of the lower price of the same item from another store / platform

Should the item pass the final evaluation process, accounts will be credited within 7-10 business days.

There are no fees to process refunds. However, payment transactions and shipping fees are non-refundable.

For built-in appliances, please refer to your terms and conditions.

Warranty Policy

For vacuum cleaners only:

If your purchase falls under the warranty period of 2 years from purchase and meets the following necessary conditions, we will repair and service your unit for free.

• Product was purchased from this website or any Focus Global Inc store. Proof of purchase must be presented to claim the warranty.
• Damage is confirmed by our inspection team to be not caused by any accident, alteration, misuse, abuse, neglect, normal wear and tear (including parts that might wear out over time; e.g. batteries, filters, floor head, bulbs, etc.), commercial use, improper assembly, disassembly, failure to provide reasonable and necessary maintenance, fire, flood, acts of God, or repair by anyone unless directed by our authorized store.

This Warranty Policy does not cover products with damaged packaging or with minor aesthetic defects.

The Warranty Policy does not cover the cost of transporting the unit to and from the customer nor to and from the service center. Shipping costs will be at the expense of the customer.

Units that do not fall under the conditions above can still be brought in for repairs and servicing in our designated FGI service center:

• Focus Global Inc
  Pioneer cor Reliance Streets, Mandaluyong City
  Open Mondays to Saturdays, 8 AM – 5 PM
  (02) 8634 8587 or  +63 917 1200 111

For built-in appliances:

All built-in appliance purchases are covered by a FULL TWO-YEAR WARRANTY as long as it meets the following conditions:

• Product was purchased from the website or through Focus Global Inc stores
• Product was used for personal or residential use only. Miele appliances are designed to withstand average household use, using them in any commercial capacity will void your warranty.

Your Miele warranty is valid for two (2) years upon the date of delivery or one (1) month after the agreed upon original delivery date, whichever comes first.

This warranty shall cover the repair and replacement of parts that are deemed defective by our inspection team, and subject to the terms and conditions included in the warranty card to be provided upon the delivery and installation of your appliance.