Returns & Exchanges

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.

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. 

  • 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:

  1. We can return the item to you at your cost; or

  2. We can deduct 30% of the product's total value and process a partial refund or store credit for the remaining amount.

  • Non-Returnable Items:
    Products sold in our sale/outlet section and items like pillows, quilts, mattress protectors, toppers, blankets, under blankets, and bathrobes 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 (Online)

We accept exchanges within 30 days of purchase. To process an exchange, please follow these steps:

  1. Contact Us: Get in touch with customer service to obtain a return form and assistance with the process.
  2. Place a New Order: To ensure availability, place a new order for the size/item you wish to exchange.
  3. Return the Original Items: Send back the items with the return form provided by customer service. The items must be in their original condition, unused, unwashed, and with all original packaging and labels intact.
  4. Refund Process: Once the returned items are inspected and meet our conditions, we'll process a refund for the original purchase.

  • Shipping Costs: Customers are responsible for the cost of returning items. We recommend using registered post, as Manchester Factory will not be responsible for items not received. Please allow up to 14 days for exchanges or refunds to be processed.

  • Non-Exchangeable Items: Sale, outlet, and hygiene-sensitive products (pillows, quilts, mattress protectors, 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 cancel your order, please email us at speaktous@manchesterfactory.com.au with the subject line "Urgent Cancellation." Requests must be submitted by midnight on the day the order is placed to be processed.