This Return, Refund & Cancellation Policy applies to purchases made through the FocusLatex website. It should be read together with our Terms of Service and Shipping Policy.
Business Information
FocusLatex is operated by JIUXIAN TRADING CO., LIMITED, a company incorporated in Hong Kong.
- Business address: Room D07, 8/F, Kai Tak Factory Building, Stage II, 99 King Fuk Street, San Po Kong, Hong Kong
- Customer support: support@focuslatex.com
- Manufacturing and initial fulfilment location: Nanjing, Jiangsu, People's Republic of China
The Hong Kong business address and the manufacturing location are not authorized return addresses. Products must not be returned until FocusLatex has issued written return authorization and provided the applicable return address.
Statutory Consumer Rights
Nothing in this Policy excludes or limits any consumer right or remedy that cannot lawfully be excluded or limited. If the law applicable to a customer's purchase provides rights that are more favourable than this Policy, the mandatory legal requirements will apply.
The cancellation and return restrictions below do not apply where goods are faulty, damaged before delivery, materially different from the agreed order, or where another mandatory legal right applies.
Voluntary 24-Hour Cancellation Period
Customers may request cancellation of a ready-to-ship, standard-size made-to-order, made-to-measure or fully customized order within 24 hours after payment.
Cancellation requests must be submitted to support@focuslatex.com and must include the order number and the email address used to place the order. A request is effective only after FocusLatex confirms the cancellation in writing.
An order validly cancelled within this voluntary 24-hour period will be refunded to the original payment method. This voluntary period does not limit any longer mandatory cancellation or withdrawal right under applicable law.
Cancellation After the 24-Hour Period
After the voluntary 24-hour cancellation period:
- a ready-to-ship product cannot be cancelled merely because the customer has changed their mind, except where applicable law requires otherwise;
- a standard-size made-to-order product cannot be cancelled merely because the customer has changed their mind, except where applicable law requires otherwise; and
- a made-to-measure or fully customized product cannot be cancelled merely because the customer has changed their mind, particularly after measurements, design, materials, colours or configurations have been approved or production has begun.
These restrictions do not remove any right arising from FocusLatex's failure to perform the contract, a substantial delay where cancellation is required by law, or another non-waivable consumer right.
No Voluntary Change-of-Mind Returns or Exchanges
Except where applicable law requires otherwise, FocusLatex does not offer voluntary returns, refunds or exchanges because a customer:
- changes their mind;
- dislikes a correctly supplied style, colour, finish or thickness;
- selects the wrong standard size, colour or configuration;
- provides incorrect measurements or customization instructions; or
- no longer requires the product.
FocusLatex does not provide voluntary size or style exchanges. This section does not apply to verified defects, incorrect products, missing items or mandatory withdrawal rights.
Mandatory Withdrawal Rights and Exceptions
Customers in certain jurisdictions may have a statutory right to withdraw from an eligible distance-sale contract within a specified period, including, where applicable, 14 days after delivery. FocusLatex will honour such rights where legally required.
For an eligible distance-sale purchase where Spanish statutory withdrawal rights apply, the withdrawal period is normally 14 calendar days from receipt of the goods. To exercise that right, send an unequivocal statement to support@focuslatex.com identifying your name, address, order number, goods and delivery date; you do not need to wait for our approval for a valid statutory withdrawal notice to take effect. Return the goods without undue delay and normally within 14 calendar days after notifying us, using the return instructions we provide. A standard-size item is not automatically exempt simply because it is manufactured after ordering. The exceptions apply only where the legal conditions for personalised goods or unsealed hygiene goods are met.
The statutory right to withdraw may not apply, to the extent permitted by applicable law, to:
- products made to the customer's measurements or individual specifications;
- fully customized or clearly personalized products; and
- sealed products that are not suitable for return for health protection or hygiene reasons once the designated hygiene seal has been broken or removed after delivery.
The hygiene exception applies only where the relevant product page clearly identifies the item as hygiene-sealed and the product is supplied with an actual tamper-evident hygiene seal. Ordinary packaging, a reusable bag or a standard product sticker is not treated as the designated hygiene seal.
Where a mandatory withdrawal right applies to an eligible, non-personalized product, the customer must notify FocusLatex within the legally applicable period and follow the return instructions provided. The customer may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and fit. Handling beyond what would reasonably be permitted in a physical store may result in a lawful deduction for diminished value.
Hygiene-Sealed Products
Certain products may be designated on their product page as direct-contact or hygiene-sensitive products and supplied with a one-time tamper-evident hygiene seal.
Where legally permitted, a hygiene-sealed product is not eligible for a change-of-mind return after the designated seal has been broken, removed, altered or damaged. Breaking the seal does not affect remedies for a verified manufacturing defect, an incorrect product or another non-waivable legal right.
The absence of a designated hygiene seal means that FocusLatex will not rely solely on the product having been opened to claim the hygiene-sealed exception.
Faulty, Incorrect, Damaged or Missing Products
Customers should report an apparent manufacturing defect, incorrect product, missing component or visible damage within 48 hours after delivery by emailing support@focuslatex.com. Prompt notice helps us preserve evidence and, where relevant, make a carrier claim.
The customer should provide:
- the order number and a clear description of the issue;
- clear photographs or video showing the product and issue;
- photographs of the external packaging and shipping label where the issue may be related to transportation; and
- any other information reasonably necessary to assess the claim.
The customer must stop using the affected product when continued use could worsen the damage or make assessment difficult, and must retain the product and packaging while the claim is reviewed.
The 48-hour notification period is intended to support prompt investigation and does not exclude a non-waivable statutory right relating to a latent defect or lack of conformity.
Assessment and Physical Inspection
FocusLatex will normally conduct an initial assessment using the photographs, video and information supplied by the customer. We may require the product to be returned for physical inspection before making a final decision.
No product should be returned without written authorization. If a returned product is confirmed not to have a manufacturing defect, FocusLatex may, depending on its condition:
- return the product without alteration, with the customer responsible for the actual return and reshipping costs; or
- offer a paid repair or alteration quotation, with the customer responsible for the repair or alteration fee and all associated shipping costs.
No paid work will be performed without the customer's approval.
Remedies for a Verified FocusLatex Error
Where FocusLatex confirms a manufacturing defect, incorrect product, missing component or other error attributable to us, we will generally apply the following remedy sequence, subject to applicable law:
- repair or supply the missing component where this can provide a proper remedy;
- remake or replace the affected product where repair is not reasonably possible or appropriate; and
- provide an appropriate refund where neither repair nor replacement can be completed within a reasonable time or without significant inconvenience.
After the remedy has been agreed, FocusLatex will provide an individual estimated timeframe for the repair or remake. Nothing in this sequence limits a customer's right to another remedy where applicable law requires it.
Measurements, Fit and Customer-Supplied Information
The customer is responsible for following the measurement instructions and supplying complete and accurate measurements, size selections, design instructions and configuration choices.
The following are not manufacturing defects by themselves:
- incorrect or incomplete measurements supplied by the customer;
- selection of an unsuitable standard size by the customer;
- changes in the customer's body measurements after order confirmation; or
- fit preferences that were not communicated and accepted before production.
Where a product does not fit because of customer-supplied measurements or selections, FocusLatex may offer a paid alteration if technically feasible. Alteration availability and pricing will be assessed individually. The customer is responsible for the alteration fee and actual return and reshipping costs.
If the fit problem results from FocusLatex failing to follow the measurements or specifications we accepted, it will be handled as a FocusLatex error under Section 10.
Handmade and Natural Material Characteristics
FocusLatex products are handmade from natural latex. The following minor characteristics are not manufacturing defects when they are reasonable in extent and do not materially affect appearance, fit, strength, structure or function:
- slight colour differences caused by screen settings, lighting or latex production batches;
- the characteristic smell of natural latex;
- light creases caused by folding and packaging;
- minor handmade or assembly traces;
- reasonable handmade variation in dimensions, seam placement or panel alignment;
- small, removable traces of adhesive or talcum powder; and
- internal production marks, including marker indications, that are not visible during normal wear and do not affect the product.
Visible, excessive or non-removable adhesive residue, markings or workmanship issues that materially affect the finished appearance, use or durability are not automatically excluded as defects and will be assessed on the evidence.
Damage and Conditions Not Covered by Free Remedies
Unless applicable law requires otherwise, FocusLatex is not responsible for damage caused after delivery by:
- fingernails, jewellery, sharp objects, excessive pulling, puncture or tearing;
- oils, petroleum-based substances, incompatible polish, dressing aids, chemicals or cleaning products;
- incorrect washing, drying, storage, prolonged sunlight, heat, humidity or metal staining;
- self-repair, modification, alteration, chlorination or third-party treatment;
- stretching beyond the material's intended limits or repeated excessive stress;
- misuse or failure to follow the product care instructions; or
- ordinary wear and tear affecting shine, surfaces, zippers or accessories.
Oxidation, gradual discolouration, tackiness and other deterioration that develops through normal aging, storage conditions, exposure or use are not automatically manufacturing defects. This does not exclude a claim where such a condition was present on delivery or resulted from a defect existing at delivery.
Products that have been washed, worn beyond necessary fitting, altered, chlorinated, polished, lubricated or otherwise treated may be unsuitable for a change-of-mind return. This restriction does not automatically remove remedies for an unrelated verified defect or another mandatory legal right.
Natural Latex Allergy and Personal Reactions
FocusLatex products contain natural rubber latex, which may cause an allergic or other skin reaction in some individuals. A personal allergy or sensitivity is not, by itself, a manufacturing defect when the product composition and warning were properly disclosed.
Customers with a known or suspected natural latex allergy should not use the product without first obtaining appropriate advice from a qualified healthcare professional. Use must stop immediately if irritation, breathing difficulty or another adverse reaction occurs, and urgent medical assistance should be sought where appropriate.
Where legally permitted, a product that has been used and whose designated hygiene seal has been broken is not eligible for a change-of-mind or allergy-based hygiene return. This does not exclude any non-waivable right arising from a defective or improperly described product.
Return Authorization and Return Address
Before sending any product, the customer must:
- contact support@focuslatex.com;
- obtain written return authorization; and
- use the return address and instructions supplied for that specific case.
Unauthorized returns, returns sent to an incorrect address, and cash-on-delivery parcels may be refused or returned to the sender. The Hong Kong business address and Nanjing manufacturing location must not be used as return addresses unless expressly authorized in writing.
Return authorization does not, by itself, confirm that a refund or free remedy has been approved. The returned product may still require inspection.
Return Shipping and Transit Risk
Customers must initially pay the return shipping cost and use a tracked service unless FocusLatex provides a prepaid label or agrees otherwise in writing.
If the claim is confirmed as a FocusLatex error, we will reimburse the customer's reasonable tracked return shipping cost. Where reasonably practicable, the customer should obtain approval for the proposed service and cost before shipping. Unapproved premium, expedited or unnecessarily expensive services may not be reimbursed beyond a reasonable standard tracked amount.
For a mandatory change-of-mind return, the customer is responsible for return shipping where the applicable law permits and the customer was properly informed. Any refund of the original outbound delivery charge, including whether only the least expensive standard delivery charge must be refunded, will be handled in accordance with applicable law. Additional express-delivery premiums are non-refundable where legally permitted.
When the customer selects and arranges the return carrier, the customer remains responsible for the parcel until it is received at the authorized return address, except where applicable law provides otherwise. Customers should retain proof of shipment.
Condition of Eligible Returns
An eligible return should include the product, supplied components, accessories, instructions and original packaging where reasonably possible. The product must not have been handled beyond what is necessary to inspect it and must not have been damaged while in the customer's possession.
Where relevant, the designated hygiene seal must remain intact. The presence of perfume, smoke, body odour, bodily fluids, hair, heavy cosmetic residue, oil, polish, dressing aid, chemical treatment, washing, alteration or damage may make a product ineligible for a voluntary return or may reduce its refundable value, subject to applicable law.
Refunds
For a valid statutory withdrawal governed by Spanish law, we will refund the payments received, including the cost of the least expensive standard delivery offered, without undue delay and no later than 14 calendar days after we are informed of the withdrawal, subject to any lawful right to withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever is earlier. The voluntary approval process and the 25-business-day period below do not extend this statutory deadline. We use the original payment method unless you expressly agree otherwise, and we do not charge a reimbursement fee.
Other approved refunds will be submitted to the original payment method within 25 business days after approval, or earlier where applicable law requires. FocusLatex may withhold a return-related refund until the returned goods are received or the customer provides acceptable evidence of return, where legally permitted.
After FocusLatex submits the refund, the time required for the funds to appear depends on the customer's bank, card issuer or payment provider. Currency conversion differences and external payment-provider processing times are outside our control.
If the original payment method cannot accept the refund, FocusLatex will contact the customer to arrange a lawful alternative.
Diminished Value and Restocking Fees
FocusLatex does not charge a fixed restocking fee for a return made under a mandatory statutory withdrawal right.
Where permitted by applicable law, we may deduct an amount reflecting the actual diminished value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics and fit. Any deduction will be based on the condition of the returned product and will not be used to remove a non-waivable remedy for a verified defect.
No Additional Commercial Warranty
FocusLatex does not provide an additional commercial warranty unless a specific product page or written agreement expressly states otherwise. This does not exclude or shorten any statutory guarantee, conformity right or other mandatory consumer protection that applies to the purchase.
Governing Law and Dispute Resolution
These terms and any separate agreements under which FocusLatex provides products or services, and any related non-contractual dispute, are governed by and construed in accordance with the laws of Spain. Please first contact support@focuslatex.com so that we can attempt to resolve a dispute in good faith.
Subject to mandatory law, the courts of Spain have jurisdiction. This choice does not deprive consumers of mandatory protections, non-waivable rights to bring proceedings in their country of habitual residence, access to applicable alternative dispute resolution, or the right to complain to a competent regulator.
Contact Us
FocusLatex / JIUXIAN TRADING CO., LIMITED
Room D07, 8/F, Kai Tak Factory Building, Stage II
99 King Fuk Street, San Po Kong
Hong Kong
Email: support@focuslatex.com
Please include the order number and the email address used to place the order. Do not send any return until written authorization and the correct return address have been provided.