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Returns & Exchanges

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

 

Change of Mind Returns Online

We are happy to accept returns within 30 days from the purchase date. All online returns must returned via our warehouse and you must receive a return form from our online customer service team before returning your products.

Our store front are unable to accept online returns.

For Change of Mind returns, you have an option of either an online store credit deposited into your account for the purchase amount paid excluding any shipping fees or refund for the total amount paid excluding any shipping fees less a $12.00 restocking fee. The online store credit can only be used within 12 months from the date issued online only.

All change of mind returns must be returned in their original condition, unused and unwashed. This means all packaging and labels must be attached. Packaging has to be in original condition (no rips or tears to the plastic/cardboard inserts). Failure to comply by this will result on the goods being returned to you and no credit will be provided.

Any products on sale and/or sold in the outlet section of our website are non-returnable unless faulty.

Please allow up to 7-10 days from when a return is received for it to be processed if it meets the above conditions.

Due to hygiene & health reasons items such as Pillows, Quilts, Mattress Protectors, Mattress Toppers, Blankets, Under blankets & Bath Robes can’t be returned or exchanged regardless if item has not been used or opened.

 

Exchanges Online

We are more than happy to exchange your goods within 30 days from the purchase date. To ensure the exchange goes smoothly please contact our customer service team before hand so that we can step you through the process and provide you a return form. 

All online purchases must be exchanged online, however if you would like to exchange in store please contact customer service prior to receive approval.

All unwanted items must be returned in their original condition, unused and unwashed. This means all packaging and labels must be attached. Packaging has to be in original condition (no rips or tears to the plastic/cardboard inserts). Failure to comply by this will result on the goods being returned to you and no refund will be provided.

You are responsible for the associated costs to return the goods back to us, we do recommend that you use the registered post option as Manchester Factory will not take responsibility for items not received if you attempt to send them via non registered mail. Please allow up to 14 days for exchanges and refunds to be received and processed.

Postage charges on returns are not refundable.

Steps for exchange:
1. Place and pay for a new order on the website to secure the size/items you are exchanging. This way you are guaranteed to get the item before it gets sold and we can ship it out to you immediately.
2. Send back the items you're exchanging with our return form provide by customer service.
3. When we receive your returned items we will inspect them and process a refund for them if they comply to our conditions above. 

Any products on sale and/or sold in the outlet section of our website are non-returnable unless faulty.

Due to hygiene & health reasons items such as Pillows, Quilts, Mattress Protectors, Mattress Toppers, Blankets, Under blankets & Bath Robes can’t be returned or exchanged regardless if item has not been used or opened.

 

Exchanges In-Store

We are more than happy to exchange your goods purchased in store within 30 days of the purchased date. We will not accept an exchange if you can not present the original purchase receipt or proof of date of purchase.

All unwanted items must be returned in their original condition, unused and unwashed. This means all packaging and labels must be attached. Packaging has to be in original condition (no rips or tears to the plastic/cardboard inserts). Failure to comply by this will result on us denying an exchange.

Any products on sale are non-returnable unless faulty.

Due to hygiene & health reasons items such as Pillows, Quilts, Mattress Protectors, Mattress Toppers, Blankets, Under blankets & Bath Robes can’t be returned or exchanged regardless if item has not been used or opened.

 

Online Faulty Orders

If your product for some reason has become faulty due to a manufacturing fault then you need to contact our online quality assurance team who are able to asses and inspect the product and if deemed faulty to either offer a replacement or refund.

All online order faults must be processed via our online quality assurance team. 

If you would like to return an online order fault to our store front please receive approval prior from our quality assurance team. Failure to do so will prolong any replacement or refund.

 

Online Order Cancellations

If you have submitted an order and received a confirmation email from Manchester Factory and you wish to cancel your order please email speaktous@manchesterfactory.com.au or submit a customer service ticket via our online service form. Please title the email as "Urgent Cancellation" so it is not missed. If cancellation email is not received by 7.00am day of dispatch order may not be cancelled.