Refund & Return Policy

Every phone we sell is inspected and tested. But if you find a defect after you receive it — we've got you covered with our 7-day replacement guarantee.

7-Day Replacement Defects Covered Free Exchange All Conditions

7 7-Day Replacement Warranty

7 Days

Replacement Guarantee

If you discover any defect or hardware issue within 7 calendar days of receiving your device, we will replace it — no questions asked. This applies to all conditions: Brand New and Pre-Owned.

The 7-day window starts from the date you receive your order as confirmed by courier tracking. Contact us immediately once you notice an issue — do not wait until day 7.

✓ What's Covered

Hardware defects not disclosed at time of sale
Device does not power on or charges incorrectly
Screen defects — dead pixels, unresponsive touch, display lines
Camera, speaker, or microphone not functioning
Face ID / fingerprint sensor not working
Battery draining abnormally fast (more than expected for the condition)
Wrong model, storage size, or color delivered
Physical damage caused by shipping

✗ What's NOT Covered

Physical damage caused by the buyer after delivery (drops, cracks, liquid)
Issues reported after the 7-day window
Cosmetic wear already described in the condition listing (e.g., light scratches on Fair condition)
Software issues caused by the buyer (wrong restore, jailbreak, etc.)
Buyer's remorse — change of mind without a defect

Important: All replacement requests are subject to verification. We may ask for a short video showing the defect before approving a replacement.

↩ How to Request a Replacement

Message us on Facebook Messenger or email cmalijan@focuswireless.com.ph with your order number, a description of the defect, and a short video or photo showing the issue.

We Review & Approve

Our team reviews your report within 1–2 business days. If approved, we will send you return instructions and a prepaid label (Philippines only).

Send the Device Back

Pack the device securely using the original packaging if available. Ship via LBC or J&T (Philippines) or DHL/EMS (International). We cover return shipping for approved defect claims within the Philippines.

Receive Your Replacement

Once we receive and inspect the returned device (1–2 business days), we ship out your replacement unit. You will receive tracking information immediately.

B Bulk / International Orders

For bulk orders of 5 or more units, the same 7-day policy applies per unit. Additionally:

Defective units in a bulk order are replaced individually
Report all defects within 7 days of delivery confirmation
Include batch photos and a list of affected IMEI numbers in your report
International return shipping is at the buyer's expense unless defect rate exceeds 10% of the order

Found a defect? Contact us now.

Don't wait — the 7-day window starts from your delivery date. We're available Mon–Fri 7:00am–5:00pm PH Time.

Message on Messenger Send an Email