Satisfaction Guarantee

At Factory Plus we pride ourselves in satisfying our customers with exceptional service and value for money on big brand consumer appliances and electronics.  We recommend you inspect any goods prior to collection from our Factory Plus stores or immediately after goods are delivered to you, to ensure you are satisfied. Also, prior to you making a purchase from Factory Plus that you familiarise yourself with our Refund, Return and Repairs Policy and your rights under the Australian Consumer Law.

Our Sales team will ensure that you always get the best price on the market for the same quality item, guaranteed!


Refund, Return and Repair Policy

This is the Refund, Repair and Return Policy of Factory Plus, and applies where you make a purchase online from or from our Factory Plus stores.


Warranty Repair

Factory Plus warranty covers full parts and labour, with a minimum of 1 year on Factory Seconds and Carton Damaged items from date of purchase, with option to extend to 3 years.  For whitegoods product, like Refrigeration, Washing Machines & Dishwasher and Air Conditioning, warranty covers full parts and labour in the Sydney & Illawarra Metropolitan Areas.

For any Warranty Repairs & General Service, you may contact the Service Centre via email [email protected]; or you may contact the place of purchase for service follow up on your behalf.  Further details can be found here


Consumer Guarantees and Your Rights Under the Australian Consumer Law

The benefits conferred by Factory Plus warranty are additional to the guarantees, rights and remedies applicable to the product under the Australian Consumer Law.  For further information, visit


Change of Mind

Please choose carefully, as refunds are not normally provided if you have changed your mind, made a wrong selection, circumstances change, found the goods cheaper elsewhere, or expecting Factory Plus to ship to interstate or regional areas at Sydney Metro rates or for no charge at all.  In these cases, we can however offer an exchange product or store credit.

Initiated orders require manual Labour and Administration to process prior to collection, including and not limted to: allocation, stocktaking, condtion checking, photographs, emailing, invoicing, and in case of products with screens, unpacking, testing and repacking.  This service comes at a cost to our business, and in most cases, we lose the ability to sell it to another customer, due to the item locked in to the sale.

For all these reasons, we recommend you carefully review the products before adding them to your shopping cart and proceeding to Checkout.


Goods Damaged in Transit

If any goods arrive in an unexpected condition, please contact the place of purchase or via email [email protected] as soon as possible.  Factory Plus can arrange an immediate solution to you over the phone or by reply email, which may include having the damaged goods/parts replaced or upgraded, provided the goods are in the condition received by you with all packaging, parts and accessories.


Delivery Charges

Where Factory Plus considers the goods to have breached a consumer guarantee, Factory Plus will cover any shipping costs to return the goods to the Service Centre.  If the customer has moved the goods to a location not serviced by Factory Plus, the customer will need to cover the costs to arrange the return of the item back to base, to their local store or to a Factory Plus authorised Service Agent.  Please note if the goods returned are not faulty as claimed, we reserve the right to charge for incurred delivery charges.



Refunds will be processed by the Factory Plus Head Office and will normally be processed within 3 days.


Returns Accepted

If we haven’t been able to resolve your issue in a reasonable time, you may return the goods we have delivered to you by contacting the place of purchase or via email [email protected] as soon as possible, and a Factory Plus staff member will assist you with the return or repair. This may include inspecting the goods, verifing the claim, arranging for the goods to be sent for repair, or providing you with a replacement.