Factory Direct Shop Returns Policy
Return & Refund Policy (Australia Only)
Our returns policy is in addition to your rights under the Australian Consumer Law, as we want you to be satisfied with your purchase
We do not accept change-of-mind refund requests for
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
- Scheduled items/medicines (prescribed or over the counter)
- Baby formula
- Fragrances
- Vitamin supplements
- Consumable products (e.g., food and drinks)
Otherwise, we only consider a change-of-mind refund request if this is made within 7 days after the item is delivered to the customer. If this does not occur, the change-of-mind refund request could be rejected.
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.
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.
How to Initiate a Return or Exchange
- Contact Us: Reach out to our customer support team at [email address] or [phone number] to request a return or exchange. Please include your order number and reason for the return.
- Receive Instructions: We’ll provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your item.
- Ship Your Item: Pack the item securely in its original packaging and include the RMA number on the package. Ship it to the address provided.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped or defective product).
We recommend using a trackable shipping method, as Factory Direct Shop is not responsible for lost or damaged return packages.
Refunds
Once your return is received and inspected, we will process your refund within 5-7 business days.
Refunds will be issued to the original payment method. Please note that shipping costs are non-refundable.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
If you’d like to exchange an item for a different size, colour, or style, please indicate this when contacting our team. Exchanges are subject to product availability.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately using the CONTACT US PAGE. We’ll gladly replace the item or issue a refund at no additional cost to you.
Questions?
If you have any questions about our returns and exchanges policy, feel free to reach out to our friendly customer support team. We’re here to ensure your shopping experience with Factory Direct Shop is seamless and enjoyable!