Change of Mind Request Policy

Change of mind refund requests

  1. We do not accept change-of-mind refund requests for:
    • Health and safety products ;
    • Bulk purchases (including by pallet or pick up); or
    • Packages that have been opened.
    • Fees minus 10% Restocking fee less shipping paid by you 
    • You would be responsible for returning the item at your own cost 
  2. Otherwise, we only consider a change-of-mind refund request if this is made within 14 days after the item is delivered to the customer. If this does not occur, the change-of-mind refund request could be rejected.
  3. Some Suppliers’ products are subject to a different change of mind policy to that contained in this Warranty Policy. It is the Retailers' responsibility to check the Supplier's listing to confirm the applicable change of mind refund policy.
  4. All items returned to Factory Direct Shop or a Supplier as a result of incorrect or incomplete delivery information will be treated as a change-of-mind return, including items returned to the sender due to being unclaimed.

Change of mind request procedure

  1. You must consult with us about any change of mind or refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
  2. . Please send a message via the Factory Direct Shops website. At the bottom of the website, you will see Request Return. Click the link and use your order number and email to log in. Please provide us with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why you would like to return the product and if the item is eligible for a refund.
  3. We prefer that returns due to a change of mind are done at the customer's arrangement.
  4. If a change of mind request is accepted, and:
    • you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or, 
    • you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
    • the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.

Product recalls

  1. In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 01 May 2024