Focal Celestee Headphones

If you're not happy with your item or you've changed your mind.

Even though we're sure you'll be happy with your purchase, it's important that you are aware of how we deal with returns in the event that you need to send something back.

We understand how inconvenient it can be when you buy a product and aren't 100% satisfied with it. For this reason we have designed our returns policy to prevent any further inconvenience to you in these instances.

Under 30 days

• You can return your goods for a full refund or exchange as long as you inform us of your intention to return the goods within 30 days of receipt, starting from the day after you receive your goods (Exclusions apply, see below.)

• All return costs are down to the buyer and it is recommended that you return your items using a trackable method with appropriate insurance (if required).

• Once we have confirmed your return, please ensure that you return the item within 14 days.

• If a returns number is provided then please ensure that the parcel has this clearly marked.

• Items need to be returned in "as new" condition in their original packaging. We don't mind if you open the product to check it, however any used or damaged products will be subject to a 25% handling fee so please take care when opening your items. 
  
  

After 30 days

• We will not offer a refund after 30 days of you receiving your delivery unless your product is faulty. 
  
  

Exclusions from our returns policy

As we're sure you'll understand, there are some products that we can't offer returns on due to their nature. These include:

• Special order items and cables cut from a reel (priced per metre). These items will be clearly identifiable.

• In-Ear headphones due to health and hygiene reasons.

• Products that include software which require activation.

 Please note that these exclusions do not apply to items that become faulty.

If your product becomes faulty

We endeavour to get your items to you in fully working order, however in the event that your items do become faulty, please read below on what you should do next.

In a lot of cases with some products, faults can be fixed by performing some basic troubleshooting, so to prevent any further inconvenience to you we advise that you contact our Customer Service team who can guide you through some basic troubleshooting before sending items back.

Under 30 days

• If your items become faulty within 30 days of delivery you are entitled to a full refund or exchange. Please contact our customer service centre who will provide necessary returns details.

• Please send the items back with a cover note including a description of the fault and your original order number.

• Once we have fully tested the item and confirmed the fault, we will process the refund or exchange including cost of carriage back to us (within reason).

• If during our testing we cannot find a fault, no refund will be given and you will be charged for delivery of the item back to you.
  
  

After 30 days

• After 30 days you will still be able to get your faulty items repaired or replaced within the manufacturers warranty and we will be happy to assist you with this. Please contact our customer service team to find out the best way to get your items repaired or replaced. Please be aware that after 30 days we will not cover you for any carriage costs.