Returns & Exchanges Policy

Returns & Exchanges Policy – Focalis

Last Updated: March 2026

2.1 Overview

Focalis, operated by Eprice Company Ltda (CNPJ 46.257.488/0001-38), accepts returns and exchanges on eligible products within 30 days of the confirmed delivery date.

2.2 Eligibility

To be eligible for a return or exchange, the following conditions must be met:

Request submitted within 30 days of the delivery date

Item is unused, unwashed, and in its original condition

All original tags, labels, and packaging remain intact

Items damaged due to misuse, negligence, normal wear, or alterations after delivery are not eligible. Certain products (intimate items, clearance/final sale items) may be non-returnable; this will be stated on the product page.

2.3 How to Start a Return or Exchange

Step 1: Email support@focalisshop.com with your order number and reason for the request.

Step 2: Our team will review and respond within 2 business days with instructions.

Step 3: If approved, securely pack the item and ship it per the instructions provided.

Do not send items back without receiving prior authorization — unauthorized returns may not be processed.

2.4 Return Shipping Costs

If Focalis made an error (wrong item, defective product): we cover return shipping.

If you changed your mind or selected the wrong size: return shipping is at your expense.

For international returns: duties, taxes, and customs fees remain the customer's responsibility.

2.5 Exchanges

To exchange an item for a different size, color, or product, follow the same steps as a return. Once the original item is received and inspected, we will process the exchange based on availability. If the replacement costs more, you will be charged the difference; if less, you receive a credit or refund.

2.6 Refund Processing After Return

After receiving and inspecting your returned item, we will notify you by email. If approved, your refund will be issued to the original payment method and typically appears within 5–10 business days, depending on your bank.

2.7 Non-Returnable Items

Items marked Final Sale or Non-Returnable

Intimate or sanitary goods

Items damaged by misuse, accidents, or unauthorized modifications

Gift cards, downloadable products, or services

Contact

Eprice Company Ltda | CNPJ: 46.257.488/0001-38
R. Mistral, 332, Edif The Point 209A EMX, Bairro Despraiado, Cuiabá – MT, CEP 78.048-222
Email: support@focalisshop.com  |  Phone: +55 (18) 9648-1342
Hours: Mon–Fri 9:00 AM – 6:00 PM | Sat 9:00 AM – 5:00 PM (BRT)