Refund policy

Gold Coast Factory Direct do not offer change of mind returns or exchanges.

We will accept product returns and provide you with a replacement, refund or repair where:

  • The product is faulty or is not of acceptable quality; or
  • The product is not fit for its intended purpose; or
  • The product does not match its sample or description.

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our Team Members will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without proof of purchase.

With a receipt or tax invoice:

  • We can provide a refund
  • All returned goods must be unused, in original packaging and in saleable condition
  • Receipts and tax invoices must be valid and intact

Refunds will be processed using the payment method stated on your original receipt. If you do not have a receipt and are unable to produce the card that you paid with, we require proof of identity (eg driver’s licence) to issue a return, which we will record. Cheques will be refunded as cash (once bank processing of the cheque has occurred)

Note: Original credit card must be present to receive a refund.

Without proof of purchase

We will record your proof of identification (eg drivers' licence) when processing returns without proof of purchase. Without this, we may not be able to accept your return.

  • We can provide an exchange voucher or an exchange for 'like' goods
  • All goods for exchange must be unused, in original packaging and in saleable condition
  • Exchange vouchers are valid from time of issue and are redeemable at any store. These vouchers are not redeemable for cash or Gift Cards.


Trade account returns/exchanges

If you're an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented in-store along with the goods to arrange an account credit.

Online purchases/exchanges

Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team at info@gcfactorydirect.com.au

Exceptions

Unfortunately we cannot offer a refund or exchange on the following items:

  • Custom-made products
  • Any product/s specifically cut to size at your request

Other returns/exchanges

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our Team Members will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without proof of purchase.