This page brings together the most common questions we receive about Focal products. If you don't find your answer here, our full troubleshooting articles cover each topic in more detail — links are included throughout.
It depends on the product type:
Warranty periods run from the date of original purchase by the end user. See our full Warranty, repairs and returns guide for more detail.
The warranty covers manufacturing defects — faults that exist because of how the product was made, not because of how it was used. It does not cover physical damage from dropping or impact, water damage, or normal wear on consumable parts like ear pads.
A receipt or order confirmation is strongly preferred and speeds up the process significantly. If you don't have one, contact us anyway — we may be able to verify your purchase through retailer records, and your serial number can sometimes help us trace the original sale date.
Yes — the warranty runs from the date the product was originally purchased, regardless of whether you bought it or received it as a gift. The original purchaser's receipt or a gift receipt is all we need.
Yes. Under Australian Consumer Law (ACL), you may have rights beyond the stated warranty period if a product fails to be of acceptable quality or fit for purpose. If you believe you have an ACL claim, please mention this when you contact us — we'll take it seriously.
Start by reading the troubleshooting article for your fault — many issues can be resolved without sending anything in. If the steps don't resolve it, contact us at focal.support@westan.com.au with your model, serial number, proof of purchase, and a description of the fault. We'll respond within 2 business days. See our full Warranty guide for the complete step-by-step process.
No — for all valid in-warranty claims, we provide a prepaid return shipping label. You will not be charged for postage on a confirmed warranty return.
It depends on the fault. Simple repairs from local stock can be completed in 1–2 weeks. Repairs that require parts ordered from Focal France typically take 6–10 weeks in total. We'll give you a realistic timeline when we assess your case and keep you updated throughout.
Yes. We can arrange out-of-warranty repairs, supply spare parts directly, or in some cases offer a goodwill resolution if the fault appears to be manufacturing-related. Contact us and we'll outline the options and costs before any work begins.
Contact us directly. Retailers are required to honour Focal's warranty on products they've sold, but if you're having difficulty, we can step in and help you navigate the process. Let us know what response you received and we'll take it from there.
Yes — this is a known issue on some Bathys units that Focal has addressed in firmware updates. Start with our Bathys noise troubleshooting article — many customers resolve it with a firmware update in under 10 minutes.
Start by checking the cable — a faulty cable is the most common cause of one-sided audio and the easiest thing to rule out. Our Sound from one side only article walks you through the full process.
Often yes — particularly on the Celestee and Elegia, where slider joint failures during normal use are treated as manufacturing defects. See our Broken headband article to identify the damage type and understand your options.
If the pads are peeling or cracking within the first 12–18 months with normal use, this is treated as premature deterioration and covered as a manufacturing defect. If they're simply worn after years of use, they're a consumable and a chargeable replacement. See our Ear pad article for guidance.
It's on a small label inside the ear cup. Remove the ear pad to see it clearly.
Focal passive speakers carry a 5-year warranty — so even if your speakers are 3 or 4 years old, you may still be covered. See our Tweeter fault article for the at-home checks and what to include when you contact us.
Take photos immediately before moving or touching the speaker further — including the packaging — and contact us as soon as possible. Transit damage claims have strict reporting windows. See our Cosmetic damage article for guidance.
Yes — replacement grilles are available for most current Focal speaker models, though they need to be ordered from France if not in local stock (4–8 weeks). Grilles are model and finish-specific, so please include your exact model and colour when you contact us. See our Parts and accessories article for more.
On a label on the rear panel or the base of the cabinet. It's also printed on the outer box — worth keeping if you have the original packaging.
The most common cause is a lost wireless pairing rather than a hardware fault. Our Sub Air no audio article walks you through re-pairing and the wired input test step by step.
Start with the basics — mains outlet, power cable, fuse, and surge protector. Our Won't power on article covers these checks and the hard reset procedure for each product.
If you haven't found your answer here, we're happy to help directly.
When you contact us, having your model name, serial number, and proof of purchase ready will help us get to a resolution as quickly as possible.