Return & Refund Policy
Return & Refund Policy
Last Updated: October 21, 2025
At Factory Event and Catering, we want every customer to shop with confidence. This policy explains your rights and our responsibilities regarding returns, exchanges, cancellations, and refunds, in compliance with South African Consumer Protection laws and Google Merchant Center policies.
1. Return Summary
| Country | Delivery Time | Return Window | Return Costs |
|---|---|---|---|
| South Africa | 3–5 business days | 14 calendar days from delivery | Faulty/incorrect items: free return shipping. Change of mind: customer pays return shipping. |
| Zimbabwe | 5–10 business days | 14 calendar days from delivery | All returns: customer pays return shipping due to international shipping costs. |
All returns must follow the procedure below to qualify.
2. Eligibility for Returns
- Items must be unused, unassembled, and uninstalled
- Must be in original condition with all packaging, labels, manuals, and accessories
- Provide proof of purchase (invoice, receipt, or order number)
Returns may be denied if items are used, installed, damaged, or incomplete.
3. Non-Returnable Items
- Toilets, sanitary, or hygiene products once opened
- Custom-made or special-order products
- Installed, assembled, or modified items
- Clearance, promotional, or final-sale items
- Perishable or consumable goods
- Machinery or electrical items that have been used or tested
4. Return Procedure
- Contact Us: Email admin@factoryeventandcatering.co.za within 14 calendar days of delivery. Include order number, item, and reason.
- Provide Evidence: Attach clear photos/videos for damaged or defective items.
- Receive Approval: We respond within 1–2 business days with instructions.
- Prepare Item: Repack securely in original packaging with all accessories.
- Ship Item Back:
- South Africa: If return is our fault, we arrange free courier pickup. Otherwise, customer pays shipping.
- Zimbabwe: Customer pays return shipping.
- Inspection & Refund: Items are inspected within 1–2 business days of arrival.
5. Refund Processing
- Refunds issued via bank transfer
- Processing time: up to 7 business days after inspection
- Refunds include VAT for qualifying returns
- Shipping costs may be excluded if return is for change-of-mind
- Confirmation emails are sent once refund is processed
6. Exchanges
- Accepted within 14 calendar days, subject to availability
- Same inspection process applies. If item is unavailable, a refund is issued
7. Order Cancellations
- Orders may be cancelled within 12 hours if not yet shipped
- Email admin@factoryeventandcatering.co.za with order number and reason
8. Customer Support
Factory Event and Catering
1a George Blake St, Plankenbrug, Stellenbosch, 7600, South Africa
Phone/: +27 78 543 8097
WhatsApp Only : +27643271161
Email: admin@factoryeventandcatering.co.za
Business Hours: 9:00 AM – 5:00 PM (Mon–Sat)
9. Policy Updates
Policies may change; the latest version is always posted on this page.
