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You're in the right place if you've opened a new Focal product and discovered that something is missing from the box — for example:

• A speaker stand spike kit or hardware pack that should have been included
• A remote control, cable, or power supply listed in the manual but not in the box
• One of a pair of items — for example, only one speaker grille when there should be two
• A base component, badge, or decorative part that appears to have been left out at the factory
• Documentation or accessories listed on the product box but absent from the contents

Please read this article before contacting us — it will help you resolve the issue as quickly as possible.

Step 1 — Double-check the packaging thoroughly

Focal products often use custom-moulded foam inserts with multiple compartments, and smaller accessories are frequently packed in separate sealed bags beneath or behind the main product. Before assuming something is missing, please:

• Remove all foam inserts from the box completely and check each section
• Check inside any sealed plastic bags, tissue paper, or secondary boxes within the main carton
• Check the product manual or quick-start guide for a full list of what should be included — this is often printed on the inside cover
• For speaker stands, check that all individual components (base plates, column sections, hardware bags) are accounted for across all boxes

If you've checked thoroughly and the item is genuinely missing, move on to Step 2.

Step 2 — Take photos of the packaging and contents

Before doing anything else, photograph:

• The inside of the empty box, showing all foam compartments
• Everything that was in the box, laid out clearly
• The product serial number label
• The outer box, showing any damage or signs of tampering

These photos are important for two reasons: they help us confirm what was and wasn't included, and they may be needed to support a supply chain investigation if the item was missing due to a packing error.

Step 3 — Contact us promptly

Missing parts from new products are resolved most efficiently when reported quickly — ideally within 7 days of receiving the product. The sooner you contact us, the easier it is to investigate and resolve.

When you get in touch, please include:

• Your product model and the specific item(s) that are missing
• Your serial number (on a label on the rear or base of the product, or inside the ear cup for headphones)
• Your proof of purchase or order number
• Your photos from Step 2
• The retailer or channel through which you purchased the product (e.g. a HiFi store, online retailer)

Contact Westan Support: Email focal.support@westan.com.au or submit a ticket at support.westan.com.au. We aim to respond to missing parts reports within 2 business days.

What happens next

Once we receive your report, we'll investigate whether the missing item is available in local stock for immediate dispatch, or whether it needs to be ordered from Focal France (typically 4–8 weeks). We'll confirm the outcome and a timeline before proceeding.

In most cases, missing parts from new products are resolved by dispatching the missing component at no charge. We may ask you to return the outer packaging for inspection if we need to investigate a packing error with Focal France.

A special note: loose parts inside a speaker cavity

If a small component — such as a threaded insert, screw, or hardware piece — has fallen loose and dropped inside the speaker cabinet, please do not power the speaker on. A loose metal component inside a cabinet can damage the driver if the speaker is played. Contact us and we'll arrange an inspection before the speaker is used.

Frequently asked questions

I only noticed the missing item weeks after unboxing. Will you still help?

Yes — contact us regardless of how long it has been. While we do ask that missing parts are reported as soon as possible to help with investigations, we don't apply a strict reporting cutoff for genuine supply omissions. The photos you took in Step 2 will help significantly if you have them.

The retailer says it's not their problem and to contact the manufacturer. What should I do?

Contact us directly. Missing parts on new products are ultimately a supply chain matter between Westan and Focal France, and we'll handle it from our end. You don't need to go back through the retailer.

My Focal Kanta No.1 stands were missing parts when they arrived. Is this a known issue?

We have seen cases of missing hardware with the Kanta No.1 stand sets. Contact us with your serial number and a description of what's missing — we'll confirm availability and arrange dispatch as quickly as possible.

What if the missing part is no longer available?

For current products, missing parts are almost always resolvable. For discontinued models where a specific part is no longer manufactured, we'll work with you to find the best available alternative — and if no alternative exists, we'll discuss a fair resolution including a partial credit or return.