Return/Exchange Policy

Return/Exchange Policy

 The Returns/Exchange Policy forms part of the TERMS & CONDITIONS of DINA TRADING t/a FACTORY PLAZA.

Changed your mind?

  •  Where you have changed your mind about a product, you should notify us via email ( within a period of 5 days. We will collect the product within 10 days of notification.
  • We will credit your account, subject to the terms below. We reserve the right to decide in which way to collect the product from you. The customer will be liable for the courier cost and may be charged a handling fee.

A refund for the product will not be applicable if: 

  • it is damaged and used, or it is removed from the original packaging. The product must have the original labels and stickers still attached;
  • it is missing any accessories or parts;
  • it is a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
  • it is a beauty product or fragrance which has been used;
  • it is an intimate product, lingerie, swimwear, bodysuit, underwear.
  • it is jewellery for piercings, which for hygienic and public health reasons may not be returned;
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.
  • We have not received notification via email within 5 daysof delivery to you or collection by you. After 5 days, you can only return a product if it is defective and we are notified within 14 days.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number which will be provided on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Not what you ordered? 

If we accidentally deliver the wrong product to you, please notify us within 5 days 

Products damaged on delivery 

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery / collection via email and will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return:

  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you; and
  • faults resulting from normal wear and tear;
  • damage arising from electrical surges, water or sea air corrosion;

Handmade items

Many of the items sold online are handmade/ custom-made. As with all natural, handmade materials, slight variation in the finish and colour is possible and not considered a defect.

Small imperfections/differences in shape, size and colour can happen and are part of the charm of a handmade product.  This part of the handmade process is what makes our products unique and should not be seen as a fault.

Custom made items

The following apply to ordered items, such as (but not exclusive) printable mugs, bags, coasters, T-shirt, engravings, laser-cutting, sublimation, etc. We will take all reasonable steps to ensure the quality of the artwork, if provided by the customer; however, note that the quality and colour of the final product may differ from that of the artwork. This will not be considered a defect.