Refund policy

🔄 Return & Exchange Policy

Australia Factory Outlets is committed to providing a smooth and comfortable shopping experience. If you are unhappy with your purchase, simply contact us within 30 days of receiving your item, and we will assist you with your return or exchange request.
📧 Please make sure to contact us first via email at trade@afogroup.com.au.

1. ✔ Return & Exchange Conditions

  • All returned items must include original packaging, tags, and be in brand new condition.
  • All returns must include a return form, which can be obtained by contacting our customer service team.
  • Returns must be made within 15 days of the delivery date.
  • Items that have been used, altered, washed, or damaged will not be accepted.

2. 🚫 Non-returnable Items

  • Personalized or customized items.
  • Items marked as Final Sale.
  • Gift cards and vouchers.

3. 📦 General Return Process

  1. Contact our customer service team to initiate a return request and receive a return form.
  2. Fill out the return form and include it inside your return package.
  3. Pack the item securely with accessories, tags, and original packaging included.
  4. Ship the item back to us using a trackable shipping method.

4. 💰 Return Shipping Charges

Customers are responsible for all shipping costs related to returns or exchanges, unless the item received was damaged or defective.

5. 💳 Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be issued to your original method of payment within 14 business days. Posting time may vary depending on your bank or credit card provider.

6. ❌ Order Cancellations

We are unable to cancel orders once they have been shipped. If you wish to cancel an order that has already been dispatched, please initiate a return once the item arrives.

7. ⚠ Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 48 hours of delivery. We will provide a prepaid return label and instructions for returning the item.