Refunds and Returns Policy

For refund or return enquiries, please email: admin@thefactoryshopsa.co.za

Damaged, Incorrect or Defective Goods

Please inspect goods promptly after delivery. If goods are damaged in transit, missing, or incorrect, notify us within 48 hours of delivery so that we can investigate quickly. This reporting period does not limit any rights that cannot lawfully be limited.

Under the Consumer Protection Act 68 of 2008, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects, and durable for a reasonable period. If goods fail to meet the applicable standards within six months after delivery, the customer may return them without penalty and, subject to the Act, choose repair, replacement, or refund.

We may request proof of purchase, photographs, batch details, and the return of the product for inspection. Where goods are defective, damaged, or incorrect, reasonable return or collection costs will be borne by us.

7 Day Cooling-Off Period

Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 applies, a customer may cancel an eligible online purchase without reason within seven days after receiving the goods.

Eligible goods must be unused, unopened where applicable, and returned in their original condition and packaging. The customer may be responsible only for the direct cost of returning the goods, unless the goods are defective, damaged, or incorrect.

A refund for a valid cooling-off cancellation will be made in accordance with applicable law after the returned goods have been received or the return has otherwise been verified.

Non-Returnable Goods

The cooling-off right does not apply where the law excludes a transaction. Subject to applicable law, the following goods may not be returned merely because the customer changed their mind:

• Food or other goods that by their nature cannot be returned, are liable to deteriorate or expire rapidly, or have been opened
• Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed
• Goods made to the customer’s specifications, clearly personalised, custom-cut, or specially ordered
• Used goods or goods damaged after delivery through misuse, neglect, improper storage, or failure to follow instructions

These exclusions do not remove any rights relating to defective, unsafe, incorrectly supplied, or misdescribed goods.

Return Process

Before returning goods:

• Contact us at admin@thefactoryshopsa.co.za and provide the order number and reason for return
• Wait for return instructions or collection arrangements
• Package the goods securely and include all items, parts, labels, and packaging supplied with them
• Do not send goods back without prior arrangement

Refund Processing

Approved refunds will be processed to the original payment method, where possible, within 7 to 10 business days after approval. Bank or payment-provider processing times may affect when the refund appears in the customer’s account.

Original delivery charges and return costs will be refunded where required by law, including where goods are defective, damaged, incorrect, or misdescribed.