Refund policy
At Directfromfactory.com.au, we aim to ensure that our customers are fully satisfied with their purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund process, subject to the following terms and conditions:
Returns
- Eligibility: Returns are accepted within 7 days of receiving your order.
- Condition: The product must be unused, in its original condition, and in the original packaging. We reserve the right to refuse returns that show signs of wear or misuse.
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Return Process:
- To initiate a return, please contact our customer service team at [info@directfromfactory.com.au] with your order number and reason for return.
- Once approved, you will receive instructions on how to return the product.
- The customer is responsible for covering the return shipping costs unless the product is faulty or damaged upon arrival.
Refunds
- Refund Process: After we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
- Refund Method: If approved, refunds will be processed to the original payment method within 7–10 business days.
- Partial Refunds: In certain cases, such as a product not being returned in original condition, a partial refund may be granted.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item and place a new order for the replacement.
Faulty or Damaged Products
If you receive a faulty or damaged product, please contact our customer service team within 7 days of receiving your order with a description and photos of the issue. We will arrange for a full refund or replacement.
Non-Returnable Items
Certain items such as personalized products, gift cards, or clearance sale items may not be eligible for return or refund. These will be clearly indicated on the product page.
Contact Us
For any questions regarding our return and refund policy, please reach out to our customer service team at [info@directfromfactory.com.au].