Refund policy

Care Factor’s Easy-Peasy Returns Policy: Because We’ve Got Your Back!

At Care Factor, we want you to love your scrubs. If something's not right, here's how we'll sort it out.

1. Change of Mind / Wrong Size - Exchange Only

Changed your mind or picked the wrong size? You have 30 days from delivery to exchange for a different size.

  • Items must be unworn, unwashed, undamaged with all tags attached and in original packaging.
  • Items returned with stains, makeup, odours or signs of wear will be sent back to you at your expense.
  • You'll need your receipt or proof of purchase.
  • Care Factor does NOT cover return shipping for size exchanges. Return postage is at your cost. We recommend using a tracked service - we are not responsible for parcels lost in transit on the way back.
  • To start, email hello@carefactor.store with your order number and the size you'd like. We'll confirm stock, set the replacement aside and provide the return address.
  • Just make sure you reach out first - we can't process returns that show up without a heads-up, sorry!
  • Once we've checked everything over, we'll pop your replacement in the post.
  • If the size you need is out of stock, we'll let you know. You can choose another in-stock size or we'll hold your return until the size is available again.

We'll happily swap it for a different size. Change-of-mind returns are exchange only - no refunds or store credit.

2. Faulty or Defective Items - Care Factor Covers Return Shipping

If your item arrived damaged, defective, or isn't what you ordered, you're protected under the Australian Consumer Law. Email hello@carefactor.store as soon as possible with:

  • Your order number
  • Clear photos of the fault or damage
  • A brief description of the issue

Once confirmed as faulty, Care Factor will provide a prepaid return shipping label at our expense. You may then choose a full refund, replacement, or exchange — in line with your consumer guarantee rights under the Australian Consumer Law.

Since the fault's on us, we'll cover the return shipping - it's only fair.

Nothing in this section limits your statutory rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act.

3. Compression Socks

Due to health and hygiene regulations, compression socks cannot be returned or exchanged for change of mind or incorrect size. Please check our sizing chart carefully before ordering.

Your statutory rights under the Australian Consumer Law and New Zealand Consumer Guarantees Act still apply if the product has a genuine manufacturing defect.

4. Sale Items & Gift Cards

Sale items and gift cards are not eligible for return or exchange for change of mind. If a sale item is faulty, your Australian Consumer Rights still apply and we'll cover return shipping as outlined in Section 2.

5. Refund Processing

Once we've received and inspected your return, we'll notify you of the outcome. Approved refunds are processed within 10 business days. Your bank may take a little longer. If you haven't seen the refund after 15 business days, email us and we'll track it down.

Got questions? Or just wanna chat about how amazing scrubs are? Reach us anytime at hello@carefactor.store.