Every FocusPod is made to order to the configuration you approve. This policy explains how changes, cancellations, delivery problems and returns work. It forms part of our terms of sale.
Who we are
FocusPod is the trading name of Focus Pods Australia Pty Ltd, a private company registered in Australia (ACN 690 612 590, ABN 73 690 612 590). In these pages, “FocusPod”, “we”, “us” and “our” mean Focus Pods Australia Pty Ltd.
Company address and address for legal notices: 56 Export Drive, Molendinar QLD 4214, Australia. Email tw@focuspodgroup.com.
When production starts
Production starts once we have confirmed your order and received payment or, for approved accounts, a valid purchase order. Your order confirmation tells you when production is scheduled to start, and we tell you when it has started.
Changing your order
Contact us as soon as possible. Before production starts, we can usually change the configuration; any difference in price is added or refunded. After production starts, some changes may no longer be possible, and others may involve extra cost. Every change, and its effect on price and delivery date, is confirmed in writing before it goes ahead.
Cancelling your order
Before production starts: you can cancel by writing to us, and we will refund everything you paid within 14 days.
After production starts: your pod is already being made to your specification, so you can still cancel, but a cancellation charge applies. It covers the costs we have already incurred or committed for your order, such as materials, manufacturing, freight booked and other costs we cannot recover. We will give you an itemized amount before you decide. The charge will never be more than the price of the cancelled goods. For consumers, it is limited to our actual reasonable losses. We refund any balance within 14 days, and a business customer pays any shortfall on invoice.
After dispatch: an order can no longer be cancelled on its way to you. Your rights for faulty or damaged goods are not affected.
Change-of-mind returns
Because each pod is built to your order, we do not accept change-of-mind returns on pods. Unused swatch kits can be returned within 14 days of delivery: email us first and we will explain how.
Delivery damage, missing parts and wrong items
Please note any visible damage on the delivery paperwork, and tell us within 7 days of delivery about any damage, missing parts or items that do not match your order. Send your order number, photos and a short description, and keep the packaging until we have agreed the next step. We will repair, replace or supply the missing or correct parts at our cost, or refund you if we cannot. Reporting promptly lets us fix things fastest; it does not reduce a consumer’s legal rights.
Faults after handover
Faults that appear later are covered by our five-year structural and electrical limited warranty and by your legal rights.
This policy does not limit rights or remedies for defective goods that applicable law does not allow us to exclude.
How returns work
Please contact us with your order number before sending anything back. Pods and large parts are never posted: we arrange dismantling and collection with you. Where a return is needed because of our error, damage in transit or a fault, we cover all costs. For other returns, we tell you any costs before you commit.
Refunds
Refunds go back to the original payment method, or by bank transfer for orders paid that way, within 14 days of our agreeing the refund or, where goods must come back first, of receiving them. We do not charge a fee for a refund that results from our error or a fault.
Contact us
Email tw@focuspodgroup.com with your order number and we will reply within 5 business days.