Refund policy

Hardware Warranty

We offer a 6-month warranty that covers hardware-related faults. If your item arrives with a hardware issue, you may be eligible for a return, replacement, or repair within this period.

Please note these issues are not covered under this warranty:

• Software issues
• Physical damage caused by misuse, accidents, or unauthorised repairs

Returns

Returns are accepted only if a hardware issue covered by our warranty is present. We do not accept returns for change-of-mind purchases or software-related concerns.

To be eligible for a return:

• The issue must be confirmed as a hardware defect upon arrival.
• The product must be in the same condition you received it, with original packaging and all included accessories.
• Proof of purchase is required (e.g. receipt or order confirmation email).

To start a return, please contact us at sales@itfactory.com.au.
Returns must be sent to the following address:
3 Allen Place, Wetherill Park, 2164, NSW, Australia.

If your return is accepted:

• We'll provide a return shipping label.
• We’ll provide instructions for shipping your item.
• Returns sent without prior authorisation will not be accepted.

You can always contact us with any return-related questions at sales@itfactory.com.au.

30-Day Change-of-Mind Returns

We offer a 30-day change-of-mind return on eligible products.

Change-of-mind returns are accepted provided that:

• The return request is made within 30 days of the original purchase date.
• The item is returned to us within this 30-day period.
• The product is in the original condition, with no additional damage, marks, or missing parts.
• All original accessories, packaging, and included items are returned.
• Valid proof or purchase is supplied (such as the order confirmation).

Return Shipping for Change-of-Mind

• Return shipping costs for change-of-mind returns are the responsibility of the customer.
• We recommend using a tracked and insured shipping service, as the item remains your responsibility until received by us.

Refunds for Change-of-Mind Returns

• Once the returned item has been received and inspected, we will notify you of the outcome.
• If approved, a refund will be issued to your original payment method within 10 business days, excluding original shipping fees.

All change-of-mind return requests must be approved prior to sending the item back. Returns sent without prior authorisation may not be accepted.

If you’re unsure whether your purchase qualifies for a change-of-mind return, please contact us at sales@itfactory.com.au before returning the item.

Damages and Issues

Please inspect your item upon delivery. If you receive an item that is damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and resolve it.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Products with software-related issues (including operating system glitches, viruses, or compatibility problems).
• Items returned after the 6-month warranty period.
• Products damaged through misuse, accidental damage, or unauthorised repair.
• Clearance, sale, or final-sale items.
• Gift cards.

If you're unsure whether your issue qualifies, please contact us.

Exchanges

We do not offer direct exchanges. If your return is approved, you may place a new order separately once the issue is resolved or refunded.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the approval status. If approved:

• A refund will be issued to your original payment method within 10 business days.
• Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your return was approved and you have not received a refund, please contact us at sales@itfactory.com.au.