Despite the high quality of Focal products, it can happen that an aid device no longer functions as it should. A defect can be caused by wear and tear or by an accident. Regardless of the cause of the defect, we like to resolve problems as quickly as possible.

You don’t live in the Netherlands? Check here for the contact details of the dealer in your country and contact them about a fault or defect.

If you live in the Netherlands, a malfunction or defect in your device will be dealt with in the following way:

Reporting a malfunction

The service department can be reached by telephone on working days from 8.00 a.m. to 4.30 p.m. on number 013 – 533 31 03 option 1.
You can also report a malfunction 24/7 via the contact form below or by email to fill in the form at the end of the page. This report will be dealt with as soon as possible.

It helps us a lot to report the problem as fully as possible, pictures or videos can be of great use. The more information you send, the better and faster we can solve the problem for you.

Dealing with the malfunction

When you report a malfunction, it can be handled in one of the following ways:

  1. On-site repair
    Based on the reported malfunction, the Focal employee will determine whether an on-site repair is possible. If this is the case, our technician will visit you and he will fix the malfunction on-site. If this is not possible, the engineer will take the device with him for an in-house repair.
  2. In-house repair
    If the Focal employee decides that the defect cannot be fixed on-site, the device will have to be brought to Focal. Focal can either pick up the device from you or you can send it to Focal. As soon as the defect has been fixed, you will be contacted to arrange the return of the aid.
  3. Lending system
    If the malfunction cannot be remedied within a reasonable period of time, a system will be loaned to you if available.

Defective headrest or wheelchair control

If you have a defect to a Focal headrest or wheelchair control, you should always contact the wheelchair supplier first. They will contract Focal to fix the defect.

If a headrest needs to be reset, please contact for an evaluation.

Report a malfunction

Focal is here to help. Contact us, get a call back or ask a question using the form below.

+31 13 533 31 03

Report a malfunction
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