Return & Exchange Policy
At www.paintfactoryoutlet.com.au, we aim to ensure that you are satisfied with your purchase. However, we understand that sometimes things don’t go as planned. Please read our return policy carefully to understand your options for returns, exchanges, or refunds.
Can I Return or Exchange My Product?
We do not accept returns or exchanges for products if you simply change your mind or order more than required. However, we comply with Australian Consumer Law and will offer store credit or a product replacement for faulty or damaged items.
If you receive a faulty item, please contact us within 14 days of receiving your goods to request a return for store credit or a replacement. Faults that arise due to manufacturing defects will be assessed in accordance with Australian consumer protection laws.
In some cases, if you are not fully satisfied with your purchase and contact us within 7 days of receiving your order, we may consider a return or refund, provided that the product is unused and packaging remains intact. Please note that a minimum 14% restocking fee will apply for returns under these circumstances.
How Can You Return Products?
You can return your products in the following ways:
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In Person: Visit our store during business hours for a direct return or exchange.
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By Post: Send the item back to us at the return address provided on our website. The customer is responsible for any return shipping fees unless the product is faulty.
When returning an item by post, we recommend using a trackable shipping method to ensure the product is returned safely.
Restocking Fee
A 14% restocking fee applies to returns made for any reason other than faulty or damaged products. This fee helps us cover the costs of inspecting, restocking, and processing the return.
How to Request a Return or Exchange
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Contact Us: Please email our customer service team at sales@paintfactoryoutlet.com.au or call us at 02 8766 4100 within the required time frame.
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Provide Details: Include your order number, a brief description of the issue, and any supporting photos (for faulty or damaged items).
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Return Authorization: Once your return request is approved, you will be issued a return authorization and further instructions for returning the product.
Conditions for Return
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Unused Products: To be eligible for a return, the product must be unused and in its original packaging.
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Faulty or Damaged Goods: If you receive a faulty or damaged item, please report the issue to us within 14 days of receiving your order for a replacement or store credit.
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Packaging Intact: For returns due to dissatisfaction, the product packaging must not be destroyed or altered.
Exemptions
Please note that certain products, including custom or made-to-order items, may not be eligible for return or exchange.
Refund Processing Time
Once a return is processed, please allow up to 14 business days for your refund or store credit to be issued, depending on the method of payment used.
Need Assistance?
If you have any questions or need assistance with a return, our customer service team is here to help. Reach out to us at Sales@paintfactoryoutlet.com.au