We are an Australian ecommerce company that seeks to promote Australian manufacturers and goods whenever possible. We are dedicated to supplying value for money quality products and delivering an exceptional online shopping experience for our customers.
X CLOSESHIPPING & HANDLING
Your products may be shipped from multiple locations across Australia. We can only ship to locations within Australia to addresses supplied via eBay. Processing of orders placed on weekends, public holidays or after 3pm will be commence on the next working day. Under normal conditions, delivery will take between 3-10 working days. Remote areas in any state may take a few days longer than the times stated above.
NOTE: Delivery times only start after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1-2 working days after receipt of cleared payment).
The actual delivery time often varies from the delivery times stated by eBay, all delivery dates given are approximations only. During the pandemic all postal services are running at maximum capacity, this may result in delayed deliveries due the large volume of parcels in transit and staffing limitations. Delivery may take longer than expected due to various reasons such as pandemics, fire, floods, strikes, holiday seasons etc. Our initial delivery times are calculated from delivery information supplied to us by our couriers and postal services. Our delivery services regularly update their parcel tracking websites to inform customers of expected delays. When customers receive their parcel tracking information they should log onto the couriers website to check and monitor the real-time progress of their delivery. Please take note of the possible delays, above and below, before you order as once the goods have been sent from the warehouse the seller has no way of speeding up delivery and the goods will be delivered in due course.
We work with different courier partners to provide reasonable freight costs and quality service. The type of courier used is dependent upon size and weight of each item and the delivery location.
Postage and handling fees are calculated based on the weight and size of each product. Hence discounts on freight costs are not available.
Combined postage for different products is not available as size and weight limitations generally prevent items from being dispatched in one consignment.
Some products may be dispatched in more than one carton.
We currently dispatch only to addresses within Australia.
OVERDUE OR LOST PARCELS
We only use tried and tested delivery services for our products. On the odd occasion however parcels do get delayed or even lost. In most instances 99% of all parcels will arrive at their destination either on time or within three days for their original expected delivery date. For this reason we only launch missing parcel investigations if delivery has not been completed within 10 working days of the item having been collected from our warehouse. Once we lodge an overdue parcel information request with our couriers it usually takes 2 working days for them to get back to us with a report on the status of the parcel. If a parcel is declared lost by a courier then the customer will have the option to receive a full refund or to have the item shipped to them again at no charge (provided there is still stock available). Refunds can not be issued for parcels that are merely delayed and not declared lost by the courier.
Customers should monitor the delivery of their items via the tracking information provided, the courier companies will advertise on their tracking sites if delays are expected. If you do not receive your parcel within 10 business days of the item having left our warehouse please contact our customer service team so we can follow up immediately with the courier.
SIGNATURE ON DELIVERY REQUIREMENTS
Not all items require a signature on delivery, as a guide, smaller less expensive items will tend be left in a secure place if no one is there to receive them or the driver may take the item with them and come back another day to re-deliver the item. Some couriers may leave a calling card that will allow the item to be picked up from a specified location. For items that require a signature, if customers organise a time to meet with the courier to sign for the goods but are not there when the driver arrives, they may be charged a re-delivery fee.
GIFTS
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
INCORRECT DELIVERY INFORMATION - ADDRESS/PHONE NUMBER
Items will be shipped to the address information provided at the time of order. If an incorrect address or phone number is supplied at the time of ordering and the product is returned to the seller, a customer care team member will be in touch. A re-delivery cost will be charged for any products that are returned to us due to incorrect information supplied by the buyer. This charge will be the cost of returning the goods to us and the cost for reshipping them to the correct address.
X CLOSEWe accept returns If you:
• Are not satisfied with an item you have purchased
• You wish to make a warranty claim for any product you have purchased (refer to our WARRANTY TERMS & CONDITIONS section for full details on warranty returns)
• Your product was damaged during transit
• You have changed your mind and wish to return the item.
Please obtain return instructions from us first, do not return post items to us before obtaining these instructions. Applicable postage fees will be deducted from your refund if you change your mind and wish to return a purchase or if a warranty claim is not approved. Additional postage fees will also be charged to return goods that are already in transit. Change of mind goods must be returned in an “as new” condition (preferably unopened) that allows the item to be resold; this includes undamaged goods and complete packaging, instruction manuals, all accessories etc. Change of mind refunds are only for goods that meet the above conditions and have not been used. Change of mind returns must be completed within 30 days of delivery, change of mind refunds will not be process after this period has expired.
X CLOSEWARRANTYPOLICY
In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to Factory-Direct-To-You. Where there are exceptions to the Factory-Direct-To-You Warranty Policy, this is noted in this Warranty Policy.
Warranty for products sold through Factory-Direct- To-You
1. All products sold through the Factory-Direct-To-You Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not remit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Factory-Direct-To-You offers a 12-month warranty on products sold through the Factory-Direct-To-You Platform which are found to be faulty or damaged, except (and subject to the Austrapan Consumer Law):
a. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
b. in relation to accessories or bonus gifts (as noted as such in a product listing); or
c. if the fault or damage is due to:
i. normal wear and tear
ii. damage arising from improper assembly or modification of the product;
iii. damage arising from abnormal use or abuse of the product;
iv. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
v. damage to external product packaging only.
3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
a. send missing parts (if apppcable);
b. suggest a method of self-repair (if apppcable).
c. replace the product (subject to availability);
d. offer an alternative product; or
e. offer a partial or full credit voucher or refund
f. return the product to the manufacturer for testing.
Making a warranty claim for damaged goods or missing parts
1. Warranty claims should be sent to us via Factory-Direct-To-You “Contact Us” link.
2. The following should be included in the message:
a. order number;
b. the quantity of each product and/or part missing, faulty or damaged; and
c. an image or video (of acceptable quapty) of the product that clearly shows:
i. the fault or damage (if apppcable)
ii. what part is missing (if apppcable);
iii. the product in the original packaging (if apppcable); and/or
iv. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what you are requesting, i.e. refund, credit or replacement of parts/product.
3. All images and videos should be of acceptable quapty that allows us to assess the claim – thumbnail images are not considered to be acceptable quapty as we cannot make a clear assessment of alleged faults or damage.
4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Austrapan Consumer Law, to not provide a credit,replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to three working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
7. Any delivery delay should be reported by you to us within 14 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to three working days . If we receive no update within three working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected.
X CLOSESHIPPING & HANDLING
Your products may be shipped from multiple locations across Australia. We can only ship to locations within Australia to addresses supplied via eBay. Processing of orders placed on weekends, public holidays or after 3pm will be commence on the next working day. Under normal conditions, delivery will take between 3-10 working days. Remote areas in any state may take a few days longer than the times stated above.
NOTE: Delivery times only start after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1-2 working days after receipt of cleared payment).
The actual delivery time often varies from the delivery times stated by eBay, all delivery dates given are approximations only. During the pandemic all postal services are running at maximum capacity, this may result in delayed deliveries due the large volume of parcels in transit and staffing limitations. Delivery may take longer than expected due to various reasons such as pandemics, fire, floods, strikes, holiday seasons etc. Our initial delivery times are calculated from delivery information supplied to us by our couriers and postal services. Our delivery services regularly update their parcel tracking websites to inform customers of expected delays. When customers receive their parcel tracking information they should log onto the couriers website to check and monitor the real-time progress of their delivery. Please take note of the possible delays, above and below, before you order as once the goods have been sent from the warehouse the seller has no way of speeding up delivery and the goods will be delivered in due course.
We work with different courier partners to provide reasonable freight costs and quality service. The type of courier used is dependent upon size and weight of each item and the delivery location.
Postage and handling fees are calculated based on the weight and size of each product. Hence discounts on freight costs are not available.
Combined postage for different products is not available as size and weight limitations generally prevent items from being dispatched in one consignment.
Some products may be dispatched in more than one carton.
We currently dispatch only to addresses within Australia.
OVERDUE OR LOST PARCELS
We only use tried and tested delivery services for our products. On the odd occasion however parcels do get delayed or even lost. In most instances 99% of all parcels will arrive at their destination either on time or within three days for their original expected delivery date. For this reason we only launch missing parcel investigations if delivery has not been completed within 10 working days of the item having been collected from our warehouse. Once we lodge an overdue parcel information request with our couriers it usually takes 2 working days for them to get back to us with a report on the status of the parcel. If a parcel is declared lost by a courier then the customer will have the option to receive a full refund or to have the item shipped to them again at no charge (provided there is still stock available). Refunds can not be issued for parcels that are merely delayed and not declared lost by the courier.
Customers should monitor the delivery of their items via the tracking information provided, the courier companies will advertise on their tracking sites if delays are expected. If you do not receive your parcel within 10 business days of the item having left our warehouse please contact our customer service team so we can follow up immediately with the courier.
SIGNATURE ON DELIVERY REQUIREMENTS
Not all items require a signature on delivery, as a guide, smaller less expensive items will tend be left in a secure place if no one is there to receive them or the driver may take the item with them and come back another day to re-deliver the item. Some couriers may leave a calling card that will allow the item to be picked up from a specified location. For items that require a signature, if customers organise a time to meet with the courier to sign for the goods but are not there when the driver arrives, they may be charged a re-delivery fee.
GIFTS
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
INCORRECT DELIVERY INFORMATION - ADDRESS/PHONE NUMBER
Items will be shipped to the address information provided at the time of order. If an incorrect address or phone number is supplied at the time of ordering and the product is returned to the seller, a customer care team member will be in touch. A re-delivery cost will be charged for any products that are returned to us due to incorrect information supplied by the buyer. This charge will be the cost of returning the goods to us and the cost for reshipping them to the correct address.
We accept returns If you:
• Are not satisfied with an item you have purchased
• You wish to make a warranty claim for any product you have purchased (refer to our WARRANTY TERMS & CONDITIONS section for full details on warranty returns)
• Your product was damaged during transit.
• You have changed your mind and wish to return the item.
Please obtain return instructions from us first, do not return post items to us before obtaining these instructions. Change of Mind - Terms & Conditions Applicable postage fees will be deducted from your refund if you change your mind and wish to return a purchase or if a warranty claim is not approved. Additional postage fees will also be charged to return goods that are already in transit. Change of mind goods must be returned in an unopened , “as new” condition, that allows the item to be resold as new; this includes undamaged goods and complete packaging, instruction manuals, all accessories etc. Change of mind returns must be completed within 30 days of delivery, change of mind returns will not be process after this period has expired. Change of mind refunds are only for goods that meet all of the above conditions.
We are an Australian ecommerce company that seeks to promote Australian manufacturers and goods whenever possible. We are dedicated to supplying value for money quality products and delivering an exceptional online shopping experience for our customers.
WARRANTYPOLICY
In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to Factory-Direct-To-You. Where there are exceptions to the Factory-Direct-To-You Warranty Policy, this is noted in this Warranty Policy.
Warranty for products sold through Factory-Direct- To-You
1. All products sold through the Factory-Direct-To-You Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not remit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Factory-Direct-To-You offers a 12-month warranty on products sold through the Factory-Direct-To-You Platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
a. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
b. in relation to accessories or bonus gifts (as noted as such in a product listing); or
c. if the fault or damage is due to:
i. normal wear and tear
ii. damage arising from improper assembly or modification of the product;
iii. damage arising from abnormal use or abuse of the product;
iv. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
v. damage to external product packaging only.
3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to send missing parts (if applicable);
b. suggest a method of self-repair (if applicable).
c. replace the product (subject to availability);
d. offer an alternative product; or
e. offer a partial or full credit voucher or refund
f. return the product to the manufacturer for testing.
Making a warranty claim for damaged goods or missing parts
1. Warranty claims should be sent to us via Factory-Direct-To-You “Contact Us” link.
2. The following should be included in the message:
a. order number;
b. the quantity of each product and/or part missing, faulty or damaged; and
c. an image or video (of acceptable quaintly) of the product that clearly shows:
i. the fault or damage (if applicable)
ii. what part is missing (if applicable);
iii. the product in the original packaging (if applicable); and/or
iv. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to three working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
7. Any delivery delay should be reported by you to us within 14 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to three working days . If we receive no update within three working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected.