Christmas Returns

Buying a gift for Christmas? Don't Panic! You can still inform us that you would like to return an item that was purchased for a Christmas gift, in the New Year!

Any items purchased during the period from 24th November 2023 to 22nd December 2023 inclusively, may be returned for an exchange or refund up to and including the 31st of January 2024. The standard returns policy, which is stated below, will apply after that.

We aim to process all returns as quickly as possible, however please allow between 3 to 5 working days for any return to be actioned once received. If you require a replacement size or alternative product urgently, we recommend returning your original item to us for a refund and re-ordering the new item seperately.

Exchanges

Exchange Policy:

• We do accept exchanges.
• Where a customer is exchanging for an alternative item, any difference in cost will be charged or refunded as appropriate.
• Items returned to us for an exchange must be in a saleable condition.
• We do have the right to refuse an exchange where items have been clearly used or damaged.
• We cannot exchange personalized items, such as smocks.
• We are unable to dispatch replacement or exchange items before we have received the returned item.
• Customers are responsible for the return postage costs.
• A new shipping cost will be charged for all exchanges. This may be charged to the card used on your original order, or we will send a PayPal payment request to the PayPal account originally paid with.
• We recommend that items are returned using a tracked delivery service. This will help you ensure the item is received by us.
• When returning shoes, please treat the shoe box as part of the product. We advise customers to use a layer of outer packaging, ie. a parcel bag, to help prevent damage to the box.

Returns

• The customer has the right to cancel an order they have received if we are notified within 14 days of receiving the order.
• The customer then has 14 days to return the goods to us.
• You can notify us of this by e-mail or letter. If an order is cancelled, the item(s) will have to be returned by the customer, at the customers cost, to the following address:
Factory Shop Group
PO BOX 8029
Leicester
LE3 7AB


• Postage and packing costs are not refundable.
• We do not accept returns for personalized items, such as smocks.
• We are unable to dispatch replacement or exchange items before we have received the returned item.
• NOTE: Items must be returned to us in a saleable condition. Items not returned in a saleable condition can be rejected.
• We do not refund return postage costs.
• When returning faulty or incorrect items we can refund up to £6.00 in postage costs. For this, a receipt of postage must be provided.
• INTERNATIONAL ORDERS: No postage is refunded for returned items from outside the UK unless agreed in advance.
• We aim to process refunds within 3-5 working days. Please note that refunds can potentially take an additional 1-2 working days to appear in your account

• We recommend that all returned goods are returned using a tracked delivery service, so that there is proof of delivery back to us.
• The customer is responsible for any returned goods until they are delivered to us. All goods must be returned in a saleable condition.
• We do not refund return postage costs.
• When returning faulty or incorrect items we can refund up to £6.00 in postage costs. For this, a receipt of postage must be provided.
• Faulty items will need to be assessed before we can process an exchange or refund.
• When returning shoes, please treat the shoe box as part of the product. We advise customers use another layer of outer packaging, ie. a parcel bag, to help prevent damage to the box.

• Products will be professionally inspected by one of our in-house specialists and where necessary passed onto the manufacturer before a judgement is made.
• If the damage to the product is deemed accidental or natural wear and tear then the item will be returned to the customer. If the inspection reveals any fault of the manufacturer then you will be receive an exchange or full refund as per your RMA slip. If a product is deemed faulty, we will also reimburse you with reasonable postage costs should a receipt be included.
• Some items may take longer to inspect as communication with the manufacturer may be required.
• We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible. Please note, for hygienic reasons all faulty items must be clean, dry and free from dirt and mud as we reserve the right to refuse to inspect any item if they are deemed to be too dirty or wet.

• Please note that customs charges will not be refunded if you cancel and return your order. It is the customers responsibility to investigate locally any customs charges before importing goods.
• If you cancel your order by refusing to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for any customs fees or postal charges incurred by the retailer. Any charges such as this due to a package being refused will be deducted from your merchandise refund.