What is covered under Focal's warranty?
Focal products are covered against manufacturing defects in materials and workmanship for the following periods:
- Headphones: 2 years — Bathys ANC, Celestee, Elegia, Clear, Utopia 2022, Radiance
- Passive speakers: 5 years — Aria, Vestia, Kanta, Sopra, Utopia, Chorus ranges
- Powered speakers and subwoofers: 2 years — Sub Air, Sub 1000F, Dome, Dimension
- Electronics (DAC, amplifier, network player): 2 years — Arche, Astral 16
- Accessories (cables, adaptors): 6 months
- Ear pads: Ear pads are a consumable accessory and are not covered for normal wear. However, if your ear pads are peeling, cracking, or deteriorating unusually quickly within the first 12–18 months, please contact us — premature deterioration is treated as a manufacturing defect.
Australian Consumer Law: Regardless of the stated warranty period, you may have additional rights under Australian Consumer Law if a product fails to meet consumer guarantees. If you believe you have an ACL claim, please mention this when you contact us.
What is not covered?
- Physical damage caused by dropping, impact, or crushing
- Water or liquid damage (unless the product is rated waterproof)
- Damage caused by running speakers with an amplifier that far exceeds the speaker's rated power handling
- Normal wear and tear on consumable parts such as ear pads
- Damage caused by modification, unauthorised repair, or unapproved third-party accessories
- Products purchased outside of authorised Focal retailers
Not sure if your fault is covered? Contact us and describe what's happened — we assess every case fairly and will give you an honest answer. Many faults that customers assume aren't covered actually are.
How to make a warranty claim — step by step
- Check your warranty period using the list above. Count from the date you originally purchased the product.
- Gather your proof of purchase — a receipt, order confirmation email, or invoice showing the purchase date and retailer.
- Read the relevant troubleshooting article for your fault (see the full list below). In many cases you can resolve the issue yourself in minutes.
- If the troubleshooting steps don't resolve it, contact us at focal.support@westan.com.au or through our support portal at support.westan.com.au
- Include: your product model and serial number, proof of purchase, description of the fault, and what you've already tried.
- We'll respond within 2 business days with next steps.
- If a return is needed, we'll provide a prepaid shipping label for all in-warranty cases — you will not be charged for return postage on a valid warranty claim.
Where is my serial number?
- Headphones: On a label inside the ear cup — remove the ear pad to see it
- Speakers: On a label on the rear panel or the base of the speaker cabinet
- Electronics and subwoofers: On a label on the rear or underside of the unit
- Packaging: Also printed on the outer box — keep your box!
What if I bought from Addicted to Audio or another retailer?
In most cases, your first point of contact for warranty claims should be the retailer where you purchased the product. Retailers are required to honour Focal's warranty on products they have sold.
However, if you're having difficulty getting assistance from your retailer — for example, if they've closed, changed their policies, or redirected you — contact us directly and we will help you navigate the process.
Out-of-warranty options
Your warranty has expired, but that doesn't mean we can't help.
- Professional repair: We can arrange a professional repair for most Focal products. Contact us for a quote — we'll assess the fault and give you a cost before any work begins. No obligation to proceed.
- Spare parts: For headband replacements, ear pad wear, grilles, cables, and other accessories, we can supply replacement parts directly. Parts are sourced from Focal France and typically take 4–8 weeks. Contact us for part availability and pricing.
- Goodwill assessment: If your product has failed shortly after the warranty period in a way that suggests a manufacturing issue, we may be able to offer a goodwill resolution. These are assessed case by case — contact us and we'll take a look.
Help articles for common faults
Find the article that matches your issue below. Each one walks you through self-help steps and tells you exactly what information to have ready when you contact us.
Headphone faults
Speaker faults
Electronics and subwoofer faults
Parts, accessories and delivery
Not sure where to start?
Contact Westan Focal Support: Email focal.support@westan.com.au or submit a ticket at support.westan.com.au. We aim to respond to all enquiries within 2 business days.
Frequently asked questions
I don't have my receipt. Can I still make a warranty claim?
A receipt or proof of purchase is strongly preferred. If you don't have one, contact us anyway — we may be able to verify purchase through retailer records or credit card statements.
I received my Focal product as a gift. Am I still covered?
Yes — the warranty applies from the date the product was originally purchased. The gift receipt or original purchaser's receipt is what we need.
My product was purchased in another country. Can Westan help?
Focal warranties are generally regional. If your product was purchased overseas, the warranty may need to be handled through the Focal distributor in that country. Contact us anyway and we'll let you know what we can do.
How long does a warranty repair take?
It depends on the fault. Simple repairs can be completed in 1–2 weeks. Repairs requiring parts from Focal France typically take 6–10 weeks total. We'll give you a realistic timeline when we assess your case.
Can I get a loan product while mine is being repaired?
We don't currently offer a loan programme for consumer products. If your repair will take an extended time, please mention this when you contact us and we'll see what we can do.