Refund policy

Returns & Refund Policy

Effective Date: 1 January 2025
Last Updated: 1 January 2025

At Family Value Factory Store, your satisfaction is important to us. We take pride in supplying quality household and commercial cleaning products. Due to the nature of our products, certain return conditions apply for hygiene, safety, and quality control reasons.

1. Products Eligible for Return

We accept returns only if:

• The wrong item was delivered.
  
  

• The product is damaged or defective upon delivery.
  
  

• The product is within its expiry date but has a manufacturing fault.
  
  

2. Products Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns for:

• Opened or used cleaning and detergent products.
  
  

• Products not in their original, sealed packaging.
  
  

• Products that have been tampered with or improperly stored after delivery.
  
  

3. Return Process

• Notify us within 7 days of receiving your order if there is an issue.
  
  

• Provide your order number and clear photographs showing the product and issue.
  
  

• We will confirm whether the return is approved and arrange collection or replacement.
  
  

4. Refunds

• Approved refunds will be processed to your original payment method within 7–10 working days after inspection.
  
  

• If the product is out of stock, you may choose a replacement product or a full refund.
  
  

5. Exchanges

• Exchanges are only possible for incorrect or defective items.
  
  

• We cannot exchange products simply due to change of mind or incorrect purchase.
  
  

6. Contact Us for Returns

📧 Email: orders@factorystore.co.za
📞 Phone: 010 109 8077
📍 Address: 37 Steel Road, Spartan, Kempton Park, South Africa