Refund Policy
Refund Policy – Focalis
Last Updated: March 2026
1.1 Overview
We want you to be fully satisfied with your purchase from Focalis (operated by Eprice Company Ltda, CNPJ 46.257.488/0001-38). This policy explains when and how refunds are issued.
1.2 Eligibility for a Refund
Refunds may be issued under the following conditions:
The item is defective, damaged upon arrival, or materially different from its description.
A return request is submitted within 30 days of the delivery date and approved per our Returns & Exchanges Policy.
The order was not delivered within 45 business days of dispatch and tracking confirms no delivery.
Refunds are not issued for change of mind, incorrect size selection by the customer, or buyer's remorse unless otherwise required by applicable law.
1.3 How to Request a Refund
To request a refund, contact us at support@focalisshop.com with:
Your order number
A clear description of the issue
Photos of the item (if damaged or defective)
Our team will respond within 2 business days with instructions. Refund approval may be subject to inspection of the returned item.
1.4 Refund Method & Timeline
Approved refunds are credited to the original payment method used at checkout. Processing typically takes 5–10 business days after approval, depending on your bank or payment provider. We do not control external financial institution timelines.
1.5 Partial Refunds
We may issue a partial refund when:
Items are returned in a condition that does not qualify for a full refund
Original packaging, tags, or accessories are missing
A promotional discount was applied at the time of purchase
1.6 Shipping Costs
Unless the refund is due to our error (defective or wrong item), original shipping costs are non-refundable. Return shipping costs are the customer's responsibility for change-of-mind returns.
1.7 Damaged or Defective Items
If your item arrives damaged or defective, contact us within 30 days of delivery with photos and a description. If verified, you are eligible for a full refund, replacement, or store credit — at your preference and subject to availability.
1.8 Dispute Resolution — Please Contact Us First
Important Notice for Shopify Payments / Card Disputes
Before initiating a chargeback or dispute with your bank or card issuer, we ask that you contact
our support team at support@focalisshop.com so we can resolve the issue directly and promptly.
We are committed to resolving all legitimate concerns quickly. Chargebacks filed without prior
contact may delay resolution and could result in restrictions on future transactions with our store.
If you are unsatisfied with our response, you retain the right to escalate to your payment provider.
1.9 Non-Refundable Items
Certain items may not be eligible for refunds unless required by law, including final sale items, personalized/customized products, and intimate or sanitary goods. This will be stated on the product page.
1.10 International Orders
For international purchases, duties, taxes, and import fees are non-refundable unless legally required. Refund amounts will not include these charges.
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)