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You're in the right place if your Focal speaker has:

• Visible damage to the cabinet finish — scratches, chips, dents, or marks
• Veneer that is lifting, peeling, or separating from the cabinet
• A finish that is fading, discolouring, or flaking over time
• Damage that appeared on arrival (transit damage)
• A cosmetic defect that was present from new (factory defect)
• Trim rings, grilles, or decorative parts that have come loose, broken, or fallen off

This article covers the Focal Sopra, Vestia, Kanta, Sib Evo, Chorus, Dome Flax, and other Focal speaker ranges.

Step 1 — Work out when and how the damage occurred

The timing and cause of cosmetic damage determines how it's resolved, so it's worth thinking this through before you contact us. Here are the most common scenarios:

Damage present on arrival (transit damage)

If the damage was present when you first unboxed the speakers, this is transit damage. This is one of the most time-sensitive situations — you must report transit damage as soon as possible after delivery, ideally within 24–48 hours. Freight carriers have strict reporting windows, and a delayed report can affect your ability to make a claim.

What to do immediately:

• Take photos of the damage before touching or moving the speakers further
• Keep all original packaging — it will be needed for the freight claim
• Photograph the packaging itself, including any dents, tears, or crushing visible on the outside of the box
• Contact us as soon as possible with these photos

Damage or defect present from new, noticed later

Sometimes a cosmetic defect is only spotted after the speakers have been set up — for example, a veneer imperfection that's only visible in certain lighting, or a finish colour that doesn't match the other speaker in a pair. These are factory defects and are covered under warranty. Contact us with photos.

Damage that developed over time during normal use

Some cosmetic issues develop with age — for example, the black gloss finish on some Chorus models has been known to gradually separate from the cabinet with normal use over several years. Where this is clearly a material or manufacturing fault rather than physical damage, we treat it as a warranty claim. Contact us with photos and the age of the speakers.

Accidental damage (dropping, impact, or scratching)

Accidental cosmetic damage is generally not covered under warranty. However, depending on the type of damage, repair may still be possible — contact us for a quote.

Step 2 — Take good photos

Photos make an enormous difference to how quickly we can assess your case. When photographing cosmetic damage:

• Use natural daylight or good indoor lighting — flash can wash out surface details
• Take photos from multiple angles, including close-up and wider shots showing the context
• For veneer lifting or peeling, include a photo that shows the extent of the affected area
• For finish separation or discolouration, compare the affected area to an unaffected area of the same speaker if possible
• For trim rings or decorative parts, include a photo showing where the part has detached

What we can do to help

Veneer lifting or peeling

Minor veneer lifting on a small area may be repairable without replacing the cabinet. We can advise on whether a field repair is feasible. Larger areas of veneer delamination or lifting across a significant portion of the cabinet typically require a cabinet replacement or a return for credit.

Trim rings and decorative parts

Replacement trim rings and decorative parts are available for many Focal speaker models. The Focal Dome Flax 5.1 silver trim rings, for example, are a known replacement part. Contact us with your model and we'll confirm whether the part is available and the lead time.

Finish delamination (Chorus 706 and similar)

Where a speaker's black gloss or other coating has separated over a significant area during normal use, this is not repairable. In documented cases, we have offered a discount on a replacement speaker. Contact us to discuss your specific situation.

Transit damage — wrong colour supplied

If your speakers arrived in the wrong colour (this has been documented on the Focal Vestia range), we'll arrange a replacement. Contact us immediately with photos of the product label showing the colour code and photos showing the actual colour received.

Contact us

When you get in touch, please include:

• Your speaker model and colour (e.g. Focal Vestia N3 Black HG)
• Your serial numbers (on labels on the back or base of each speaker)
• Your proof of purchase
• A clear description of the damage — what it looks like and when you first noticed it
• Photos of the damage (multiple angles, good lighting)
• Photos of the packaging if the damage was present on arrival

Contact Westan Support: Email focal.support@westan.com.au or submit a ticket at support.westan.com.au. We aim to respond to all cosmetic damage enquiries within 2 business days.

Frequently asked questions

My speakers were delivered with a scratch. The shop says it's not their problem — what can I do?

Contact us directly. If the damage occurred in transit before the speakers reached the retailer, it's a freight claim and we'll manage it from our end. Please send us photos of the damage and the packaging as soon as possible.

The veneer on one speaker is slightly different to the other. Is that normal?

Natural wood veneer can vary slightly between panels due to the nature of the material — this is a characteristic of real wood and is not considered a defect. If the difference is very pronounced (significant colour or grain variation between the two speakers in a pair), contact us with photos and we'll assess it.

My speakers are 4 years old and the finish is starting to separate. Am I still covered?

Focal passive speakers carry a 5-year warranty. If your speakers are within 5 years of original purchase and the finish separation is occurring during normal use without physical damage, this is likely covered. Contact us with photos and your proof of purchase.

Can cosmetic damage be repaired locally?

Minor scratches on some finishes can be improved with appropriate touch-up products, but we always recommend contacting us before attempting any self-repair — using the wrong product can make the damage worse and may affect a warranty claim.