Factorybuy.com creates a satisfying and enjoyable shopping experience.
Please always refer to the Return Policy tab on the product page for details of that specific product as our Return Policy varies from product to product.
Factory Buy Customer Service Dept.
If there is no specific Return Policy described on the Return Policy tab of the prodcut page, the below General Return and Cancellation policies may apply:
General Return Policy
Our Customer Service representatives determine eligibility for refunds and exchanges once customers have contacted us and explained their reason for return. Returning packages without prior approval from Customer Service will halt or delay your return.
All returned items must be in new condition, unused, and with original tags and packaging. Requests to return items due to quality issues, damage during shipping, color/style/size error or allergic reaction from use must be accompanied by photos or other evidence that clearly shows the problem with the item received. We reserve the right to charge a handling fee on all items returned for other reasons.
For all returns, please Login to My Orders and submit a return request form to Customer Service within 7 days of receiving your order. Exceptions:
- For quality issues with FactoryBuy qualified products (where you see a FactoryBuy Qualification Seal on the package) - within 30 days of receiving your order
- For quality issues with customized items - within 30 days of the date shipped
If we shipped you the wrong item: You have the option of 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before returning the item.
If we shipped you an item in the wrong color: You are eligible for a full refund. (Perceived color difference due to the display settings of your computer monitor are not grounds for a refund.).
If we shipped you a defective item: You are eligible for a refund or exchange depending on the item category.
If you aren’t satisfied with your purchase: You may be eligible for a return or exchange depending on your situation and the type of item involved.
Cancellation Policy
Orders placed with credit cards, paypals, google checkout are immediately going through the thirdy party payment gateways, thus, can not be cancelled. Please call our customer service for a refund.
Orders placed with payment method Wire Transfer / Check / Money Order, can be cancelled at no charge up until shipment. To cancel the order, please Login to My Orders and request a cancellation or contact our customer service.
When your order ships, you’ll receive an email entitled "Shipment Notification for order# XXXXXXX with Factorybuy.com". Orders that have already shipped cannot be cancelled and will be treated as returns.
Exceptions: Cancellations for a full refund are only available within the following time frames for certain product categories:
- within 24 hours of placing all orders for Customized Items and Factory Direct Ordered Items.
Beyond these time limits, restocking/processing fees will apply to cancellations in these categories even if the order has not shipped. Please see the Product-Specific policies for more details.
Return Process
- If you choose to return your order you MUST contact Customer Service within 30 days of your order's shipment. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
• When you receive an email entitled "Shipment Notification for Order# XXXXXXX with FactoryBuy.com," your order has been shipped.
- Once Customer Service has approved your request, please return the item and the completed Product Return Form to us as soon as possible.
- Once received at our facility, your return will be processed in 3 to 5 business days. After your return is confirmed and inspected, please allow up to two billing cycles for the credit to appear on your account. Items returned in unacceptable condition will not be processed as refunds and will be returned to you at your expense.
If you can’t find the answer to your questions about these policies on this page, please contact our customer service representative.
