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The Stoke is committed to customer stokeification. If you receive any merchandise that you are not stoked with for any reason, please contact us and return it within the timeframe listed below in the condition you receive it and we will be happy to exchange or refund*


30 DAY GARUANTEE:

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Exchanges (full price items) - 30 days from date of purchase

Exchanges (sale items) - 30 days from date of purchase

Refunds (full price items) - 30 days from date of purchase

*** Exchanges will be charged a re-shipping fee to have the new goods shipped back to you. Refunds not applicable on sale or promotional items.

Feel confident, Stokefactory.com.au puts the stoke into online ordering!


HOW TO

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If you are unstoked with your purchase for any reason. Please contact us by phone on (+61) 2 4244 4493 or sales@stokefactory.com.au and let us know the reason you would like to return your item and we will let you know how. Below is a bunch of boring information about how to go about a refund, exchange or repair. If you couldn't be bothered reading it just contact us and we'll explain the next step!:

International Exchange Shipping

International exchanges will be charged a re-shipping fee. By returning your goods for exchange, you are agreeing to payment of these charges. This charge will appear on your exchange invoice. Please view our shipping page for shipping estimates.

Faulty Returns Needing Repair

If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.
Please make sure you enclose your original invoice, along with a description of the fault. Please contact us at sales@stokefactory.com if you need a new copy of the invoice.
Once received in our warehouse, we will inspect and send the goods onto manufacturer. The manufacturer will then issue a refund or repair the goods. We aim to have your refund processed within 24 hours of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed.
Please allow two to three weeks for the processing of your faulty return once received. Contact will be made by email informing you of the RA Number and all relevant details. Once returned to us by the manufacturer, we will post the item back to you the same day.
If an order is deemed faulty, we will gladly reimburse the return postage up to a total of $10.00. This includes postage only; packaging is at an additional cost to you. For further in depth information on warranties and faulty items, please contact us.


Please note that if you are wanting to exchange or return boxed goods, they must be returned to us in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods.

Returns address:

Stoke Factory
101 Swan St Wollongong
NSW 2500 Australia

If you have any further questions, please contact us on the phone or email listed below: