Returns & Refunds – FOKOOS

Returns & Refunds

We’re bummed if you're not 100% satisfied with the items you received, and we have made the returns so easy for you.

Returns & Exchanges

1.Get in touch with our After-Sale Customer Service by sending us at email Ask for permission of returning and refund/exchange according to our policy stated. 
2. Place the item(s) in the original packing and seal the parcel securely. And then inform us of the return/exchange information (Details Below) by email. 
3. Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit we will not be responsible in such cases. Therefore, we recommend adding insurance to your returned package to secure its safekeeping.)
4. Returns/Exchanges will be processed within 15 days upon receipt of your package.
PS: Please write your order number which can be find in your Fokoos account or the order confirm email on the package like FOK0001 to make it be recognized easily, so we can solve your problem as soon as possible.

Return/Exchange Information

1.Order No., for example, FOK0001
2.Item No., for example, FOK007390_B_M( and the exchanged item No.)
3.Quantity of each item
4.Photo of the products you sent back
5.Photo of the shipping label on the package sent to you
6.Photo of the shipping label in the package you sent to

Return/Exchange Conditions

1.We only accept returns within 15 days from receiving the order.
2.Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
3.All returns must first be approved by our Customer Service Team. We do not accept returned items that were sent back by you directly without checking with us first.

Return Shipping Fee

1.The return shipping cost is covered by us if it has been proven to be provided in error by our company, including wrong items sent by us, quality problems and other reasons which accepted by our customer services team. Once we receive the items, we will offer compensation or resend a replacement.
2.If you ordered an incorrect size, product or simply wants to exchange the item, we can also allow a return. You are responsible for the shipping fee, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
3.We do not accept packages returned using C.O.D. service.


Returns/Exchanges will be processed within 15 days upon receipt of your package. We offer a full refund on any items that are found to be faulty or damaged due to our fault. 


Exchange and Returns

You must first contact us and get our written approval before sending any item back. Any product returned without acceptance will not be refunded. 

Cut to size items and special orders may not be returned unless it has been determined to be provided in error by Our Company.  If the goods are returned without any quality problems, it is necessary to ensure that the goods cannot affect the secondary sales. If the returned goods affect the second sale, our company will be appropriate to charge fees and packaging fees.

Warranty coverage

(1). The following accessories are not included in the warranty coverage if they are not damaged by transportation: platform sticker; platform forming plate; acrylic cover; card reader and SD card; platform glass; USB cable; filament; rack and tools, etc.
(2). Profile: Before we deliver the goods, we will do the machine test, so maybe there will be light scratch, or due to long-distance transportation, which scratches the profile a little bit. in the premise of not affecting the normal use, in principle, not within the scope of warranty;
(3).Nozzle assembly (nozzle, heating block, throat pipe, heat sink, Teflon tube, etc.) warranty period is 3 months, if it is damage after the warranty expires, you need to purchase another one;
(4). Motherboard, LCD display, power supply, hotbed, the warranty period is 12 months, if there are quality problems, you can get free replacement parts.

Not included in warranty coverage:

(1) It is not possible to provide an effective after-sales service card or serial number;
(2) The whole machine and components exceed the warranty period;
(3) Equipment failure or damage caused by unauthorized modification of the equipment (private modification includes: 1. modification of the nozzle assembly; 2. modification of the machine structure; 3. use of third-party components; 4. use of third-party firmware procedures or change the original Factory firmware program, etc.);
(4) Equipment failure or damage due to incorrect installation and use;
(5) Equipment failure or damage caused by the use of the equipment in a working environment not specified by the product;
(6) Equipment failure or damage due to improper use (beyond workload, etc.) or maintenance (moisture, etc.);
(7) Equipment failure or damage due to the use of other branded components or low-quality consumables.
(8)Accidental or human behavior lead to product damage, such as input inappropriate voltage / high temperature/water immersion / mechanical damage /broken/serious oxidation or rust products and so on;
(9)Due to force majeure, such as earthquakes, fires, lightning, and other products caused by failure or damage.


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