Returns & Exchanges Policy
At Manchester Factory, we strive to ensure you're satisfied with your purchase. This policy is in addition to your rights under Australian Consumer Law.
To start a return or exchange, please click here.
Change of Mind Returns (Online)
We accept returns within 30 days from the purchase date. Items must be in their original condition, un-opened, unused, unwashed, and with all packaging and labels intact. This means no rips or tears to the packaging.
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Return Options:
- Online Store Credit for the amount paid (excluding shipping fees). Credits must be used within 12 months.
- Refund: Less a $12 restocking fee (shipping fees are not refundable).
If an item is returned and is not in its original condition (e.g. packaging has been opened or unpacked), but it is not stained or dirty, you will have two options:
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We can return the item to you at your cost; or
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We can deduct 30% of the product's total value and process a partial refund or store credit for the remaining amount.
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Non-Returnable Items:
Products sold in our sale/outlet section and items like pillows, quilts, mattress protectors, toppers, blankets, under blankets & electric blankets are not eligible for return or exchange due to hygiene reasons. -
Processing Time: Please allow 7-10 days from the receipt of your return for it to be processed.
Exchanges
We accept exchanges within 30 days of purchase. To process an exchange, please submit your request through our Customer Returns Portal.
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Non-Exchangeable Items: Sale, outlet, and hygiene-sensitive products (pillows, quilts, mattress protectors, electric blankets etc.) cannot be exchanged or returned.
Return to Sender
If your order is returned to us due to an incorrect address or failure to collect from the post office, a $20 fee will apply for reshipping.
If you prefer a refund instead, a $12 restocking fee plus any return-to-sender costs charged by the carrier will be deducted from your refund.
Faulty Products
If an item is faulty due to a manufacturing defect, contact our quality assurance team within a reasonable timeframe. We'll assess the issue and, if confirmed faulty, offer a replacement or refund.
Order Cancellations
To request a cancellation, please email us at speaktous@manchesterfactory.com.au with the subject line "Order Cancellation." We’ll do our best to process your request before the order ships, but please note cancellation is not guaranteed, as we use a third-party warehouse and orders are automatically processed once logged in the system.
What is Checkout+? (AU Customers Only)
Checkout+ gives you extra peace of mind when you shop with us. If you opt in to Checkout+, your order includes a return shipping label, making returns and exchanges easy and free for eligible items. Just submit your request through our Customer Returns Portal.
If you opt out of Checkout+, you can still process a return via the portal, but you’ll be responsible for the return shipping costs. Labels can be purchased directly through the portal for your convenience.
Checkout+ also includes package protection for your entire order, covering you in case your parcel is lost, stolen, or damaged in transit.
Please note: Sale, outlet, and hygiene-sensitive items (including pillows, quilts, mattress protectors, and electric blankets) are not eligible for return or exchange. If your order contains any of these items, Checkout+ free returns and exchanges will only apply to the other eligible products in your purchase, but package protection will still cover your entire order.
If you’re unsure which products are covered by Checkout+ in a multiple-product order, please contact our customer service team.
All return requests must be submitted through our Customer Returns Portal.