The 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 call the number below. This returns policy does not affect your statutory rights. Refunds are available up to a maximum of 30 days after delivery 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. Postage for returning the item to us will be at your own cost. 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 CD’s,DVD’s,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 are non-returnable once they have been removed from the packaging due to health and hygiene reasons. Your statutory rights are not affected. If you have purchased a bed with a mattress please keep the mattress in the original packaging until you have assembled the bed and are satisfied with the purchase. We will only refund your original delivery charges where an item is deemed to be faulty, damaged, not as described or unfit for intended purpose. Your delivery charge will not be refunded if the item is simply unwanted. On multiple product orders the delivery charge will only be refunded if all the products are returned.

  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.