Delivery, Shipping & Warranty Policy

Shipping Policy 

Introduction

This Shipping Policy (Shipping Policy) applies to all purchases made on our Sites. This Shipping Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Shipping Policy are defined in the Terms. 

You agree to comply with all Terms when accessing or using our Services, including this Shipping Policy.

Delivery details

All orders will be shipped pursuant to the delivery details provided by you at check out.  Please ensure your delivery address is accurate.

If you have provided incorrect delivery details, please contact us as soon as possible and we will use best endeavours to update the delivery address. However, please note that we will not be liable for non-delivery or delayed parcels due to incorrect details and you may be charged a re-delivery fee if the Order needs to be re-delivered.

Shipping of Orders

We currently only ship orders within Australia.

Please note that to purchase Goods, your delivery address must be within a suburb where Factory Buys provides Delivery. Orders will not be processed and will be refunded, if placed, for Delivery to an address in a suburb not in Factory Buys’ Delivery area. A list of these is included at Undeliverable Postcodes.

All orders will be delivered within usual business hours and cannot be delivered to a P.O. box address.

Your Order may be fulfilled from multiple locations at different times depending on stock availability and the size of the Order

Orders may be shipped in multiple boxes, these may not all arrive on the same day depending on how the courier dispatches boxes to certain postcodes.

All Australian orders are shipped with various couriers, depending on the order size and delivery postcode. The couriers and delivery services we use may change from time to time. 

Delivery charges are calculated at check-out and you are deemed to have accepted such charges by proceeding with your Order.

Timeframes and delivery dates

We endeavour to process orders within 1-2 business days from the date that you place an Order, however please contact us or check your Order tracking email for estimated delivery time frames. 

As a guide, regular shipping generally is between the following times: VIC 5 -10 days, NSW, SA, ACT, QLD 6-15 days and all other states 10 - 19 days. Delivery of bulky items such as mattresses, bed frames, some larger furniture, electronics etc, may delay these times by a further 1-4 business days.

Delivery time starts once your payment has been cleared and the item has been dispatched from the warehouse. This usually takes 1-2 working days from receipt of cleared payment.

Please note that bulky and larger items, may be delivered in multiple packages over multiple days, with different Couriers.

Please note that during major sales events, we may take additional time to prepare and process your Order.

Delivery timeframes are estimates and to the maximum extent permitted by law, we are not liable for any delay in arranging delivery or delayed delivery of an Order.   For example, deliveries to some areas may be significantly delayed as a result of COVID-19.

While we will endeavour to deliver the Goods to you as quickly as possible, sometimes there may be delays that are outside of our control. You acknowledge and agree that delivery timeframes are estimates only and to the maximum extent permitted by law, we are not liable for any delay in arranging delivery or delayed delivery of an Order.

Acceptance of delivery

Signature on delivery

In some circumstances, a signature is required on Delivery.  You warrant and represent to us that any person at your nominated Delivery address that accepts Delivery of the Goods is authorised by you to accept such delivery.  If you or a person at your nominated Delivery address refuses to sign a relevant delivery document, this will be taken as a refusal to accept Delivery.

If you are unable to take Delivery of the Goods as arranged, if no one is available at the nominated delivery address or if the nominated Delivery address cannot reasonably be accessed, the Delivery provider may leave a collection card with instructions for you to collect the Goods.

In these circumstances, we will be entitled to charge a reasonable fee for redelivery and/or storage. You agree that you will still accept re-delivery of the Goods even if they are delivered on a different date or time. 

Contactless delivery or authority to leave

If we are required to provide 'contactless delivery' due to Government guidelines, regulations or requirements, or if you have nominated your Goods to be delivered with 'authority to leave' or 'leave unattended' during the checkout or delivery process, the Delivery provider will leave the Good at your front doorstep or a safe location.

If we or the Delivery provider, in their absolute discretion, deems the area unsafe, Factory Buys may refuse delivery and charge you reasonable fees for storage and re-delivery or cancel your Order and retain any delivery fees paid.

Subject to the Australian Consumer Law, you acknowledge and agree that Factory Buys will not be liable or responsible if the Goods are lost, stolen or if they are damaged due to weather or other external force, including where a Good is sensitive to temperature or sunlight, or contains perishable items, once a Good is Delivered or marked as 'delivered'.

Delivery, risk and title

Delivery of the Goods (Delivery) is taken to occur at the time that the Goods are left at, or delivered to, your nominated address, by Factory Buys (or Factory Buys’ nominated carrier), even if you are not present at the address.

Risk and title of the Goods passes to you upon Delivery.

Lost or missing orders

If you have not received your order within 14 days after placing your Order, please contact us at info@factorybuys.com.au.

For lost or missing packages, we may provide you with information of the Delivery provider and a tracking number associated with your Goods so that you may contact them directly to track your package.

We do not accept any responsibility for lost or missing packages.

Undeliverable Postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

There may be other postcode exclusions than specified below, we do our best to include all relevant postcode inclusions in the list below but unfortunately cannot list all postcodes Australia wide.

Orders for delivery to postcodes with no shipment service will be cancelled and refunded. 

NSW

 2361, 2406, 2409, 2627, 2628, 2630 - 2633, 2795, 2880, 2836, 2890, 2898, 2899

VIC

3697, 3699, 3701, 3705, 3707 - 3709, 3740 - 3741, 3893, 3895 - 3896, 3898, 3900

NT

800 - 801, 803 - 804, 806, 810 - 815, 820 - 822, 828 - 832, 834 - 841, 845 - 847, 850 - 854, 860 - 862, 870 - 875, 880 - 882, 885 - 886, 906 - 907, 909

QLD

4271 - 4272, 4275, 4287, 4384 - 4385, 4387 - 4388, 4390, 4406 - 4408, 4410 - 4413, 4415 - 4428, 4454 - 4455, 4461 - 4462, 4465, 4467 - 4468, 4470 - 4472, 4474 - 4475, 4477 - 4482, 4486 - 4494, 4496 - 4498, 4507, 4570, 4581, 4612 - 4613, 4650, 4674, 4702, 4707, 4709, 4714 - 4719, 4721 - 4727, 4730 - 4733, 4735 - 4737, 4741, 4743 - 4746, 4756 - 4757, 4803 - 4804, 4816, 4819 - 4825, 4828 - 4830, 4849, 4871 - 4876, 4890 - 4892, 4895

TAS

7151, 7255 - 7257

WA

6161, 6398, 6401, 6403, 6405, 6407, 6409 - 6415, 6418 - 6434, 6436 - 6438, 6440, 6442 - 6443, 6445 - 6448, 6450, 6452, 6460 - 6463, 6465 - 6468, 6470, 6472 - 6473, 6475 - 6477, 6479 - 6480, 6484 - 6485, 6487 - 6490, 6501 - 6507, 6509 - 6519, 6521 - 6522, 6525, 6528, 6530 - 6532, 6535 - 6537, 6556, 6558, 6560, 6562, 6564, 6566 - 6569, 6571 - 6572, 6574 - 6575, 6603, 6605 - 6606, 6608 - 6609, 6612 - 6614, 6616, 6620, 6623, 6625, 6627 - 6628, 6630 - 6632, 6635, 6638 - 6640, 6642, 6646, 6701, 6705, 6707, 6710 - 6714, 6716, 6718, 6720 - 6722, 6725 - 6726, 6728, 6731, 6733, 6740, 6743, 6751, 6753 - 6754, 6758, 6760, 6762, 6765, 6770, 6798 - 6799, 6803, 6817, 6820, 6832, 6937 - 6938, 6940, 6980, 6991, 6997

SA

5220 - 5223, 5301 - 5304, 5306 - 5311, 5401, 5410, 5440, 5690, 5733

Returns & Refunds

Please see our Refunds & Returns Policy  for further information.

Warranty Policy

Warranty

Some items come with a 12 month warranty which you may seek a refund or replacement for the item.

Extended warranties for your peace of mind may also be available for some items. Please refer to the item listing for warranty period.

The warranty periods apply from the date of purchase of the product and any claim under this warranty must be made within 12 months

Subject to the terms and conditions of this warranty, where your goods are defective within 12 months of your purchase, Factory Buys agrees to repair the goods, provide you with a replacement or provide you with store credit or a refund for the full amount of the purchase price (in the event that it is not possible to repair the goods or a replacement is unavailable).

Australian Consumer Law

Please note that this Warranty Policy does not impact your rights under the Australian Consumer Law and Regulations. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and item support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Timeframes

We encourage customers to notify us of any transit damage, missing parts or issues as soon as possible after delivery, ideally within 10 working days, so we can resolve the matter quickly. This timeframe does not limit or exclude any rights you may have under the Australian Consumer Law.”

Lodging a Warranty Request

When logging a warranty claim, please let us know the following information:

  • your Name and Email Address;
  • a description of the issue or problem;
  • order number, the item name and serial number, if applicable;
  • number of boxes received date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to info@factorybuys.com.au.

Please be aware that we receive a high amount of correspondence from Facebook and email that have different names to the order, such as maiden names and Facebook profiles.

Proof of purchase can be provided by order confirmation receipt, order number or similar.

Faulty and Damaged Items

Where an item has been delivered either faulty or damaged, for a warranty claim to be opened the customer must provide.

  • your Name and Email Address;
  • a description of the issue or problem;
  • order number, the item name and serial number, if applicable;
  • number of boxes received
  • date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to info@factorybuys.com.au.

Exclusions

This warranty is not available for:

  • change of mind or incorrect order by you;
  • damage due to misuse by you or the user;
  • any accessories or bonus gifts, including (but limited to) batteries, carry bags, etc;
  • cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
  • damage caused by use with another item;
  • damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
  • damage caused by operating an item outside any guidelines published for use;
  • items that have been modified to alter functionality or capability without the prior written permission of Factory Buys;
  • defects caused by normal wear and tear or otherwise due to the normal ageing of the Item,
  • if we believe the item is stolen based on information provided by law enforcement authorities, or
  • where proof of purchase (invoice or paid Order confirmation) cannot be provided.

 

Further Information

Please see our Refunds and Returns Policy for further information, otherwise you can contact Factory Buys Support at info@factorybuys.com.au for all warranty and product support requests.

Contacting us

If you have any queries, click the "Chat with us" button to connect and get support from our Customer Care Specialists (humans not robots!).

Or you can email us at info@factorybuys.com.au.