Refund policy

We have a 7-day return policy B2B, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@caterfocus.com. Please note that returns will need to be sent to the following address: Unit 7, Apollo Court, Coalville, LE67 3AP

Unless the item was damaged or faulty on arrival, You will need to return the item back to us at your own cost. We do not organise returns for unwanted items. If you return an unwanted item that is not faulty or damaged, you will also be charged 25% restocking fee which will be reconciled against the amount of money refunded.

You can always contact us for any return question at customerservice@caterfocus.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. If you decide you do not want your ordered item(s) due to them being (unwanted or that you have changed your mind) and would like to return it, we charge a 25% restocking + you pay for courier to get it back to us.

If the item(s) on your order are damaged on arrival/delivery, do not accept delivery (turn the courier away) and the item will come back to us. We will redispatch your order OR provide a full refund.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 7 business days have passed since we’ve approved your return, please contact us at customerservice@caterfocus.com.

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🛠️ Warranty Terms Overview (12 Months Parts Only)

Clause	Description
Duration & Coverage	12-month parts only warranty. Labour and engineer costs are not included.
Claim Requirements	Customer must hire a fully qualified engineer at their own cost and provide a detailed report before a claim can be processed. Claims without a report will be rejected.
Defective Parts Policy	Defective parts must be returned after the product is repaired. Failure to return them will result in a full charge for replacement parts.
Back to Base Option (if applied)	Product must be returned for repair, with the customer covering shipping both ways. This applies at the supplier’s discretion.
Warranty Exclusions	Items like bulbs and brackets are not covered under warranty.
Returns & Restocking Fee	A 25% restocking fee + VAT may apply to returned goods.
Liability Disclaimer	The supplier is not liable for loss of profits or business interruption caused by faulty products. Customers are expected to plan for such risks.
Terms & Conditions	Warranty terms are accessible at any time but may be subject to change.
Dispute Notice	Providing false warranty-related information to financial institutions may result in legal action and recovery of associated costs and interest.