The Original Factory Shop Limited – Returns Policy

  1. Returns

The Original Factory Shop hope you will be pleased with your products purchased, however if for any reason you would like to return your products, please see details below. Products must be returned the way they are purchased. For any queries, please contact us via email ([email protected]) or check in store. This returns policy does not affect your statutory rights. Refunds are available up to a maximum of 28 days after purchase, if you are returning an item because of an error on our part or because it is defective. Where a replacement is not required, a full refund for the item will be made. It is your responsibility as the customer to ensure the item is returned suitably packaged and is received in a fully re-saleable condition. Returning any item in a state showing evidence of use beyond that required for necessary handling may result in a reduction of the amount refunded. This does not affect your statutory rights. If you have any queries regarding returns, exchanges or refunds please contact our Customer Services team.


  1. Products we are unable to refund or exchange

We do not accept returns on opened bedding, opened mattresses, opened mattress toppers, opened duvets, opened pillows, cosmetics, fragrances, earrings, piercing jewellery, swimwear, underwear, perishable products or CDs, DVDs, electrical items that have been used or computer software that has been opened unless faulty, damaged, not as described or unfit for intended purpose. NB. Mattresses, or mattress toppers, are non-returnable once they have been removed from the packaging due to health and hygiene reasons. Your statutory rights are not affected.


  1. Complaints

We hope that you will never have cause for complaint. However, in the unlikely event you do please contact our Customer Services team on at [email protected]

You can also write to us at: The Original Factory Shop, Orient Business Park, Burnley, Lancashire, BB11 5UB


  1. Statutory Rights

This policy is not intended to replace or compromise your statutory rights.