Overview

We want you to be satisfied with the product you purchased and will work with you to make that happen. We carefully hand inspect each item before packing or hand delivering them to you. If you receive an item that is broken or damaged, you must notify us within 72 hours of verified delivery to receive a full replacement at no charge.

As stated in various places on this website (and in person at fairs), people can respond differently to the same product, with it working very well for most but may not work as well for others. We cannot guarantee that your body chemistry will respond in the anticipated manner. If a formulation does not provide the results you expect, we will work with you to determine which other may work better and, at our discretion, may provide you with free samples of such products.

There are certain situations where refunds or exchanges will not be granted:

• Obvious consumer created damage, such as tears in pad or wrap cover materials. 
• Many of our consumable goods are temperature sensitive, getting soft at 70 degrees F and melting at 76 degrees. They can be restored to firmness by placing them in the refrigerator for an hour or two. We will not issue a refund or exchange of those items for this reason.  

Refunds

If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days of our receipt of your returned product.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@focilo.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Shipping returns

Because most products are perishable, consumable health and wellness items, we cannot accept return of those. To return a durable product, you should mail your product to the address provided in your return/exchange authorization email.

You will be responsible for paying for your own shipping costs for returning your item unless otherwise indicated in your return/exchange authorization email. Shipping costs on the original order are non-refundable. 

If you are returning more expensive items such as an aromatherapy pad or wrap, you may consider using a trackable shipping service or purchasing shipping insurance. 

Need help?

Contact us at support@focilo.com for questions related to refunds and returns.