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ContactReturns & Refunds Policy
Title: Returns & Refunds Policy
At Factory Deals Online, we want to ensure you love the items you purchase. Our Returns & Refunds Policy is designed to be transparent and assist you with your return, in full compliance with the Consumer Protection Act (CPA) of South Africa.
7-Day “Change of Mind” Return
If you have changed your mind about an item purchased online, you may return it for a full refund or exchange within 7 days from the date of purchase, provided the following conditions are met:
You produce your original tax invoice (receipt) as proof of purchase.
The item is in its original saleable condition:
In an unopened and unused state.
In its original, undamaged packaging.
With all original tags and accessories included.
Please Note: For “change of mind” returns, the courier costs to return the item to us will be for your account. We can arrange a collection for you, and this cost will be deducted from your final refund amount.
Defective, Damaged, or Incorrect Items
All our products carry a 3-month repair warranty.
Within 7 Days of Purchase: If a product is found to be faulty, damaged, or not the item you ordered, please notify us immediately. We will arrange to collect the item from you at our expense and offer you the choice of a full refund, a replacement item, or a repair.
After 7 Days (but within 3 months): If the product becomes faulty after the initial 7-day period but within its 3-month warranty, we will arrange to have it collected and sent for repair. Factory Deals Online will cover the courier costs associated with the collection and return of the repaired item.
The Return Process (Step-by-Step)
Initiate a Return: To start the return process, please email us at orders@factorydealsonline.co.za. Include your order number, the name of the item you wish to return, and the reason for the return. For faulty items, please attach photos or a short video demonstrating the issue.
Collection: Once your return is logged, one of our team members will contact you to arrange a suitable time for our courier to collect the parcel.
Prepare Your Parcel: Please ensure the item is securely packaged, preferably in its original box, to prevent damage during transit.
Refunds
Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within e.g., 5-7 business days.
Please note that cash refunds will not be provided under any circumstances. Courier charges from the original order are non-refundable.
Exchanges
If you wish to exchange an item, please email us at orders@factorydealsonline.co.za. Exchanges are subject to stock availability and can be made for an item of the same value. If the new item is more expensive, you will be required to pay the difference.
In-Store vs. Online Returns
Online Purchases: Items purchased online can be returned via courier or in-person at our Factory Deals Online store. Please bring your original invoice.
In-Store Purchases: Items purchased at our physical store must be returned to the store and cannot be returned via the online system.
Contact Us
For any questions or concerns regarding your return, please contact our friendly support team at orders@factorydealsonline.co.za.