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 be returned via our warehouse and you must receive a return form from our online customer service team before returning your products.

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 a 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 with this will result in 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, Pillow Protectors, Blankets, Under blankets & Bath Robes can’t be returned or exchanged regardless if an 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 with a return form. 

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 with this will result in 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 provided by customer service.
3. When we receive your returned items we will inspect them and process a refund for them if they comply with 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 an 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 within a reasonable timeframe who are able to assess and inspect the product and if deemed faulty to either offer a 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 ensure the subject of the email is set as "Urgent Cancellation" so it is not missed. If subject is not clear and the cancellation email is not received by midnight the day of the order the order may not be cancelled.