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Returns Policy

Please contact us if an item you have purchased from us arrives with a fault. You have the right to ask for a repair, replacement or refund. The solution we provide will depend on the severity of the issue.

Nothing on this page limits any rights you have under Australian Consumer Laws.

    Return Procedure

    We are here to help! Before you attempt to return an item to us, please take the following steps:

    • Check the item(s) for faults and damages.
    • Record the damage(s) or fault(s) by photo and/or video.
    • Notify us of the issue by email at "info@factorytohome.com.au".
    • Include a full description as well as the photo(s) and/or video.
    • Provide proof of purchase including your order number.

    Once your request has been approved, we will advise you of the next steps. If you send your item(s) back to us without following the steps above, you may be liable for extra shipping, handling, warehousing and admin fees. Our team is here to help so please make sure you contact us first.

    We are not liable for faults and damages to your item(s) after delivery. These include faults and damages during assembly, disassembly, package removal or improper use. However, please contact us to see how we can help.

    Return Postage

    You may return an item if you notice that there is a problem with it. You are responsible for returning the item to us if it can be easily returned or posted. Please contact us first as we can typically supply you with a return label. We might also be able to provide you with reasonable return postage costs so please keep all your receipts.

    General Returns

    You are not entitled to a refund based on any of the following conditions:

    • You changed your mind
    • You found the item(s) cheaper elsewhere
    • You ordered the wrong item
    • You didn't like the purchase
    • You entered the incorrect order details
    • Any similar reason to the above

    Money Back Guarantee(s)

    Our Money back guarantees are only available on selected products. The guarantee will be advertised on product pages to which they apply. 

    You are not entitled to a money back guarantee if it violates any policies we have highlighted on this website. Please allow 7 business days for us to process any valid refunds. Your financial institution may also apply a processing period.

    As we offer an online service, it is your responsibility to ensure you check the item description, color, size etc. before ordering with Factory To Home. 

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