Service & Repairs

Product Defect

If you discover what you believe to be a product defect for any Focusbug Tech. product within (2) years of receiving the product, please contact Focusbug at 1-604-537-7137 for in-field troubleshooting.  Any photos, videos, or detailed descriptions of the circumstances surrounding the issue are extremely helpful in the evaluation and repair process. Please send any relevant support materials to support@focusbug.com.  

 

If your product has a defect, we will fix the defect or replace the product with a new one at no cost to you. Focusbug Technologies Inc. will pay to ship the repaired product back to you. If there is no defect or we find that the defect is due to customer abuse, negligence, or tampering, we will return the product back to you and you will be responsible for all shipping charges.  

 

Focusbug Tech Inc. shall make the final determination as to the existence and cause of any defect.

 

 

Product Warranty

The warranty period for products purchased from Focusbug Technologies Inc. is (2) two years from the date of purchase*. 

 

For new units, the limited warranty covers any defects in material or workmanship under normal use during the warranty period.  During the warranty period, Focusbug Technologies Inc. will repair or replace, at no charge, products or parts of a product that proves defective due to improper material or workmanship, under normal use, and maintenance.

For repaired products, Focusbug Technologies Inc. will repair, at no charge, products or parts of a product that proves defective due to services previously rendered or if the initial underlying issue continues to persist, under normal use and maintenance.  General repairs carry a (1) year limited warranty.

*This limited warranty does not cover any problem that is caused by: conditions, malfunctions or damage not resulting from defects in material or workmanship.  For more details please click here to see our detailed Warranty Terms & Conditions.

 

 

Warranty Repairs 

  • Please contact us using the contact info at the bottom of this page to report your issue and determine if your issue can be solved remotely or not. 

 

  • If your product(s) need to be sent to us you will receive an RMA number.

 

  • All returns must be clearly marked with the RMA number on the outside of the package for identification.  Returns will not be accepted unless so marked.

  • Shipping costs and shipping insurance are the responsibility of the owner.

 

  • Goods must be returned properly packaged in their original or equivalent shipping container.

 

  • Goods must be returned with adequate packaging to ensure that they are not damaged in transit.

 

  • Focusbug Technologies Inc. disclaims any responsibility for goods packaged in such a way that they are likely to be damaged in transit.

 

  • Focusbug Technologies Inc. disclaims any responsibility for goods lost in transit.

 

  • Modification to or tampering with any Focusbug Technologies Inc. product including any labels, stickers, or markings of any kind shall immediately void the applicable warranty.

Non-Warranty Repairs  

If you would like to repair your product, but it is out of the Manufacturer's Warranty, please contact us using the contact info at the bottom of this page to determine if your issue can be solved remotely or not.

 

If your issue requires a repair we will provide you with a cost estimate that will include labor and parts costs.  Inspection and labor costs for your repair are based on a shop fee of $125 (USD) an hour.  If you agree to the estimate we will issue you an RMA number and you will be responsible for following the procedures detailed in the "Warranty Repairs" section above. 

 

In order to expedite the repair process and minimize the time you are without your Focusbug product(s) we will often return your product(s) prior to billing for the repair.  If payment is not made once an invoice for the repair is sent, we reserve the right to withhold further support and/or service and charge interest on the total amount of the invoice until payment is made.

Service & Maintenance

 We have taken care to ensure that your Focusbug product(s) are made with industry-grade professional components, are operationally robust, and protected against temperature extremes, humidity, and airborne particulate; however, the Cine RT System family of products cannot be completely sealed, as they require apertures to emit ultrasonic sound or inputs for power.  Over time your ultrasonic Focusbug products may require servicing due to the conditions they have been exposed to.  If you experience changes in function such as ultrasonic range loss it may be time to send in your system for a system inspection, maintenance, and replacement or update of operational parts and/or firmware. 

 

If you would like to send in your system for a service please follow the procedures detailed in the "Warranty Repairs" section above

 

Shipping To Focusbug

Please contact us so we can issue you an RMA number and ensure we receive all necessary pieces to properly address your repair or service.  Send all units to:

 

Focusbug Technologies Inc.

Attention:  Jon Ritchie

1253 Miller Road 

Bowen Island

British Columbia 

Canada

Postal Code:  V0N 1G1

 

1(604)618-2066

support@focusbug.com