We have a 30-day return policy, which means you have 30 days after you receive the item to request a return. If you are out of town, please contact us in advance so we can hold your item(s) until you return. The 30-day return policy takes effect upon delivery, regardless of whether you are on vacation or unable to open the package. We must be contacted 48 hours after the delivery date for a return.
To initiate a return, you can contact us at [email protected]. If your return is accepted, we will send you a return shipping label as well as instructions on how and where to ship your order. Items sent back to us without first requesting a return will not be accepted. The products must be:
• In original condition (new)
• Unwashed and unworn
• in the original packaging
Restocking fees:
No restocking fees.
Return method:
by mail. After you request a return, if your return is accepted, we will send you instructions on how and where to send your package.
Return label:
After you request a return, if your return is accepted, we will send you a return shipping label.
• For defective products – If your return is accepted, we will send you a return shipping label.
• Due to customer remorse – If your return is accepted, we will send you a return shipping label.
Return shipping cost:
• For defective products – We will provide a shipping cost
• Due to customer remorse – You will be responsible for paying all shipping costs for your item
Shipping costs are non-refundable. If you want to return the product, we will refund the amount after deducting the shipping cost.
Change of mind refund requests
- We do not accept change of mind refund requests for:
- health and safety products ;
- bulk purchases (including by pallet or pick up); or
- products that are opened (i.e. are not unopened in their original packaging).
- Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer. As a retailer, you must notify us of a change of mind refund request within these 14 days. 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. Currently supplier product SKU’s starting with V28, V40, V63 and V77 have a different policy. However, others may have different policies from time to time and you must, therefore, refer to a Supplier’s listing to confirm the applicable change of mind refund policy.
- All items returned to Wood Factory 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 sender due to being unclaimed.
- We do not accept change of mind refund requests for:
Change of mind request procedure
- You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
- Please send an email to [email protected] with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why the customer would like to return the product, and if the item is eligible for a refund.
- We prefer that returns due to a change of mind are done at the customer’s arrangement.
- If a change of mind request is accepted, and:
- you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or
- you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
- the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.
Product damage
We have a 14-day return policy. In case of receipt of broken/damaged product, the customer service team needs to be notified as soon as the product is received in case there is a problem. Post the stipulated deadlines, the team will not be able to honor any exchanges.
Incomplete Product / Partial Product / Damaged External Packaging / Used Product / Wrong Product
In the above-mentioned cases, please place the order after receiving the product, also attach the pictures and video of the outer packaging and inner packaging with the product on all sides, it helps us to solve the problem.
In case you have thrown away the boxes in these cases, we cannot help you.
Delivery problems, Delivery agent problems.
In the above-mentioned cases, please place the order after receiving the product.
And please attach your proof of identity and signature with the request, which helps us resolve the issue.
Cod/Prepaid Issues, Payment Issues, Late Delivery
In the above-mentioned cases, please contact our customer service
on working days. Customer Service Number 1800 879 023/ 487 269 775
We are always here to help you and make you smile.
Late or missing refunds (if applicable)
If you have not yet received a refund, we ask that you first verify your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Then contact your bank. There is often some processing time before a refund is posted.
If you’ve done all this and still haven’t received your refund, please contact us at [email protected] you can also call or message our Customer Service at 1800 879 023/ 487 269 775. We will be happy to help you with your queries.
exchange shipping
Depending on where you live, the time it may take for the exchanged product to reach you may vary.
We provide a trackable shipping service and shipping insurance purchase. We cannot guarantee that we will receive your returned item.
Contact Us:
Company: WOODFACTORY FURNITURE (Holder Name:Woodfactory sales and services PTY LTD)
Email: [email protected]
Phone: 1800 879 023/ 487 269 775
Address: 34 gungahlin place, gungahlin, Australian Capital Territory, 2912, Australia