Refund policy

Returns & Refunds Policy: Outlet & Clearance

1. The "Voetstoots" Principle

All items hosted on our outlet platform are sold "voetstoots" (as is). Because these products are offered at substantial discounts due to minor or moderate imperfections, they are non-returnable and non-refundable once the sale is concluded.

2. Full Disclosure Commitment

We believe in transparency. Every item listed includes:

- Detailed Descriptions: Clear notation of any existing damage or wear.

- High-Resolution Imagery: Visual evidence of imperfections.

Note: By completing a purchase, you acknowledge that you have reviewed these disclosures and accept the item in its described condition.

Our team has worked hard to document and photograph any noticeable damages or wear on each unit. However, please understand that with outlet stock, small imperfections may occasionally slip through.

3. Limited Exceptions for Returns

While all sales are generally final, we will consider return requests under the following strictly defined circumstances:

- Significant Misrepresentation: The item received differs fundamentally from the description or images provided (e.g., a different colour or a major defect not disclosed).

- Incorrect Item: You received a product different from the one ordered.

- Additional Transit Damage: The item sustained new damage during shipping that was not part of the original "voetstoots" disclosure.

4. Return Request Procedure

If your order meets the criteria in Section 3, you must initiate a claim within 7 days of delivery:

1. Contact Us: Email our support team at info@thefactoryfloor.co.za with your Order Number.

2. Evidence: Attach clear photographs of the shipping packaging and the specific area of concern on the product.

3. Review: Our team will assess the claim. If approved, we will arrange for a collection or exchange at our expense.

5. Exclusions

Returns will not be accepted for:

- Change of heart or "buyer's remorse."

- Damage clearly disclosed in the original product listing.

- Requests made after the 7-day notification window.

Scenario	Return Eligibility	Shipping Cost
Disclosed Damage	Not Eligible	N/A
Change of Mind	Not Eligible	N/A
Wrong Item Sent	Eligible	Covered by Us
Undisclosed Damage	Eligible	Covered by Us