Orders

Shipping & Returns Policy

Last updated: 3 June 2026

This Shipping & Returns Policy explains how we deliver products, where we deliver, and how returns and refunds work. It applies to product orders placed through Mould Removal Service (moldremovalservice.co), operated by BuyFactory Direct Pty Ltd (ABN 30 656 628 938). Your rights under the Australian Consumer Law always apply in addition to this policy.

1. Delivery coverage

We ship Australia-wide to all states and territories, including metropolitan, regional and most remote areas. If we are unable to deliver to your location, we will contact you and arrange a full refund.

2. Processing and dispatch

Orders are generally processed and dispatched within 1–2 business days. Orders placed on weekends or public holidays are processed on the next business day. You will receive tracking details by email once your order ships.

3. Delivery times

Estimated delivery times after dispatch are:

• Metro areas (Sydney, Melbourne, Brisbane, Adelaide, Perth): approximately 2–5 business days;
• Regional areas: approximately 4–8 business days;
• Remote areas: approximately 7–12 business days.

These are estimates only. Delivery may take longer due to factors outside our control, such as carrier delays or weather events.

4. Shipping costs

Shipping costs (if any) are calculated based on your delivery address and order, and are clearly displayed at checkout before you confirm and pay. Any free-shipping thresholds or promotions will be shown at checkout. All amounts are in Australian Dollars (AUD).

5. Tracking your order

Once dispatched, you can track your parcel using the link in your confirmation email. If your tracking has not updated or your order has not arrived within the estimated time, please contact us and we will help.

6. Returns and refunds

Change-of-mind returns

If you change your mind, you may return eligible items within 30 days of delivery, provided they are unused, in their original condition and packaging. Change-of-mind return shipping is the customer's responsibility unless otherwise agreed.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not as described, you are entitled to a remedy under the Australian Consumer Law, which may include a repair, replacement or refund. We will cover return shipping for these items. Please contact us as soon as possible with your order number and photos where relevant.

How refunds are processed

Approved refunds are issued to your original payment method, generally within 3–5 business days of us receiving and inspecting the returned item. Your bank may take additional time to show the funds.

7. How to start a return

To request a return or refund, simply contact our support team with your order number — there is no form to fill out:

8. Service bookings

Mould inspections and remediation bookings are services rather than shipped products. Inspections are free and quoted in writing before work begins; this shipping policy applies to physical product orders only.