Refund policy
Return and Refund Policy
Thank you for shopping with FocusLab. We want you to love every piece of your workspace. If something isn't right, this policy explains how returns, refunds, and replacements work.
Return window
You have 30 days from the date your order is delivered to request a return or refund. Requests made after 30 days from delivery cannot be accepted.
How to start a return
Before sending anything back, please contact us at jwiley@focuslabshop.com with your order number and the reason for the return. Items sent back to us without first requesting a return will not be accepted and cannot be refunded.
Once your request is reviewed, we will provide return instructions, including the correct return address. Return shipping addresses vary by product and fulfillment location, so please wait for our confirmation before shipping anything.
Condition of returned items
To be eligible for a return, your item must be:
- In the same condition you received it
- Unused and in its original packaging
- Accompanied by the order number or proof of purchase
Return shipping costs and restocking fees
For buyer's remorse or change-of-mind returns, the customer is responsible for return shipping, and a restocking fee will be deducted from the refund to cover handling, inspection, repackaging, and return logistics:
- Small items (desk accessories, desk mats, lighting, cables, organizers, wall art, and similar): 20% restocking fee.
- Furniture and oversized items (desks, chairs, shelving, and any item flagged as oversized or freight-shipped): 50% restocking fee. These items have higher reverse-logistics costs, and the fee will be clearly disclosed at checkout where applicable.
- Original shipping charges are non-refundable.
If the return is due to our error (wrong item, defective, or damaged), FocusLab will cover return shipping and the restocking fee will be waived. For other situations, FocusLab may also waive or reduce the restocking fee at our discretion on a case-by-case basis.
Damaged, defective, or wrong items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us within 14 days of delivery at jwiley@focuslabshop.com and include:
- Your order number
- Photos of the item and the shipping packaging
- A short description of the issue
We will evaluate the issue and make it right with a replacement, partial refund, or full refund, at our discretion. No restocking fee will apply in these cases, and we may waive the fee on a case-by-case basis for other situations involving product quality concerns.
Non-returnable items
The following items cannot be returned:
- Final sale or clearance items
- Gift cards
- Personalized or custom-made products
- Items returned more than 30 days after delivery
- Items not in their original condition or packaging
If you are unsure whether your item is returnable, please contact us before purchasing or returning it.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund (less any applicable restocking fee and non-refundable shipping charges) will be issued to your original payment method within 10 business days. It may take additional time for your bank or credit card company to post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at jwiley@focuslabshop.com.
Cancellations and address changes
Orders can typically be cancelled or modified within 12 hours of being placed. After that, the order may have already entered fulfillment and cannot be changed. Please double-check your shipping address at checkout.
Questions
For any questions about returns, refunds, or your order, contact us at jwiley@focuslabshop.com.