How do I return an item purchased on Brandfactoryonline?

You can conveniently seek refund if you've received an item in a 'Damaged', 'Defective' or 'Not as Described' state.

You will have a Returns and Exchange Tab in your order history which will help you in initiating the returns.
Go to your 
My Orders Page.
*Each order will be in a different section. Scroll down to the order you want to return.
*Click the Return or exchange item button on the right side of the product you wish to return.

*Opt for the return or exchange
*Select a reason for return from the drop-down menu.
*You can even briefly explain the problem in the box that appears below the drop-down menu.
*Click Confirm to initiate your return.

What is Brandfactoryonline’s Friendly Returns policy:

At Brandfactoryonline, we understand how much you value your every purchase and we are committed to making your shopping experience with us as delightful as possible.

Therefore, in the rare event that you are not fully satisfied with what you ordered, just initiate return within 15 days of delivery and we guarantee pickup within 3 days and a refund to be initiated within 4 working days from the date of pickup. Our Returns policy may vary slightly depending on the product.

We assure you that Brand Factory products sold on Brandfactoryonline are brand new and 100% genuine. In case the product you received is 'Damaged', 'Defective' or 'Not as Described', our Friendly Returns policy has got you covered.

What is Brandfactoryonline Buyer Protection?

Brandfactoryonline Buyer Protection seeks to help Buyers who have an issue with a product as the Seller is unable to provide resolution and the Buyer is unconvinced. Write to us at in case you want to raise a dispute. Brandfactoryonline looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and Sellers are subject to final consent from Brandfactoryonline for settling the dispute.

We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include Brand Factory price tags, labels, original packing and invoice along with the product.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns
- Return request is made outside the specified time frame
- Product is damaged because of use or Product is not in the same condition as you received it
- Specific categories like innerwear and sleepwear, loungewear, shapewear, lingerie, sports accessories, fashion accessories like socks, hankies, mufflers, caps, ties, scarves, wallets and belts
- Defective products which are covered under the manufacturer's warranty
- Products with tampered or missing barcodes or tags
- Items that are returned without original packaging, freebies or accessories

Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the original Brand Factory delivered product.

Can I return part of my order?

Yes, a return can be initiated at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

Return Link is not available. What should I do?

Return tab will be available only till 15 days post delivery of the product.

When will I get Refund for the products that I have retruned ?

Once the shipment is returned we would initiate refund in 3-4 working days and credit will be placed thereafter in 7-10 working days as per bank policies


Cancellation Policy

How do I cancel an order?

You will have a cancel tab in your order history to initiate cancellation. Cancellation will be initiated only if your order is not shipped.

Please note cancellation will be allowed till the order status is yet to be shipped, once the order is shipped it cannot be cancelled but can be returned back as per returns policy

In case your order is shipped, you will have to wait until the order is delivered and initiate a return request if you still wish to cancel or you may reach us at 18002679900

However please note, Cancellation can also be initiated by Brandfactoryonline in the event we are unable to fulfil an order. In such event customer would be duly informed and refund would be initiated to the original mode of payment.

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 4 business days to cancel the order and initiate a refund. You will be notified of the same by email or SMS

The money will be transferred back to the original mode of payment. It would further take 7-10 working days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund from our side

What are the modes of refund available after cancellation?

Refund would happen to futurepay wallet for the following reasons selected by customers . For any other reason apart from the below refund would happen to original mode of payment .

Reason Mode
Changed my mind / did not like the product Future Pay
Expected shorter delivery time Future Pay
Changed my mind / No longer needed Future Pay
Got a better deal elsewhere Future Pay
Need to change address Future Pay
Need to change payment method Future Pay
Ordered by mistake Future Pay


Refund Policy

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money is safe. Refunds are issued when In-line with Buyer Protection, when a dispute has been ruled in your favour

Refund Initiated

Once we receive the original Brand Factory delivered item, a full refund is initiated.

Please ensure that product is in unused and original condition. Include Brand Factory price tags, labels, original packing and invoice along with the product.

If the package received does not match the above requirements, holds the right to not make any refunds.

- Innerwear and sleepwear, loungewear, shapewear, lingerie, sports accessories, fashion accessories like socks, hankies, mufflers, caps, ties, scarves, wallets and belts

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then be rest assured that we have initiated your refund request and are following up with financial organizations for the same.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

Modes of Refund

Refund in case of cancellation will happen to the original Mode of Payment

Refund would happen to original mode of payment or futurepay wallet basis the reason of return/exchange/cancellation.

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