Returns Policy
At Faction Labs, we are committed to helping you get the right product for your workout and fitness requirements, but we understand that sometimes a product just isn’t right.
Faulty or Damaged in Transit
For all faulty, incorrectly supplied, or damaged items you’ll be completely covered by all the usual Australian laws, regulations, and return policies.
Dead on Arrival (DOA) Items: Please contact Faction Labs (sales@factionlabs.com) within 48 hours from the date of delivery. If Faction Labs is not notified within the 48 hour period, the full price applies and no refund or replacement will be granted.
I Changed My Mind?
We have a 30 Days Returns Policy. Please see the requirements below:
Must be returned within 30 days of your delivery of your item. Returns must be shipped back to our warehouse within 7 days of receiving approval and your Return Number (RN). Please email your return request to (sales@factionlabs.com), stating your name, phone number, order number and reason for the request. You will receive a response to your request within 2 business days. You are responsible for all costs of shipping the item back to us, and if we approve your return request, you will receive a credit only on the product costs. All shipping costs are non-refundable.
Items must be returned “as new”: This includes all original, unopened, unmarked and undamaged packaging. Missing and damaged boxes, missing accessories etc will not be accepted. Whilst we understand that you can change your mind and return your unwanted products, we need to ensure we can resell your item as brand new. This is a fair and reasonable policy.
Returned items conditions: All returned items will be inspected by our warehouse team. Faction Labs has the right to refuse returned goods if any of the items are not “as new” (see above term). If a product is deemed unfit for return, Faction Labs will notify the customer the return has been rejected. The customer then has the following options:
- We can ship the item/s back at your own cost; or
- We recycle the item/s. By recycle, we mean dispose of.
You have 14 days to notify Faction Labs about your preferred option and after this period your item will be recycled.
Restocking Fee: If you would like to return your goods under our 30 days Returns Policy, Faction Labs reserves the right to charge a 10% restocking fee. Our restocking fee covers the administrational costs of organising your return, inspecting and testing the items. If the replacement item you want is cheaper than your original item purchased, we will gladly refund you the difference (less the additional shipping charge and applicable restocking fee to send out the new replacement item). If the item is more than your original selection you will only pay the difference (plus the additional shipping charge and restocking fee).
Shipping: Please ensure you send your items back with signature on delivery. Faction Labs cannot and will not be held responsible for any lost or missing returned items without a Proof of Delivery. Any items that are damaged in transit by your courier is your responsibility, not ours.
Refunds: Unless the goods are Defective, Faulty, Incorrectly Supplied or Damaged, Faction Labs does not offer full refunds under this 30 Days Returns Policy, only replacements for other goods based on the conditions above.
Return Number (RN): Please obtain a goods return number (RN) by emailing us at sales@factionlabs.com. This return number (RN) must be clearly displayed on each parcel to be returned. The goods must be returned in the manufacturer's original packaging in unopened condition complete with any accessories you may have also received. If these conditions are not met, returned goods will be rejected.
For any questions and notices, please contact us at:
Faction Labs Pty Ltd ACN 630 813 893
Email: info@factionlabs.com
Last Update: 19 November 2019