Last Updated: 2/10/2026
At FactoryDirectNG.com, customer satisfaction is important to us. Because our platform connects customers directly with manufacturers and verified suppliers, our refund and return process is designed to be fair, transparent, and aligned with the nature of our marketplace.
1. General Policy Overview
FactoryDirectNG.com—widely known and pronounced as UsineDirecteBJ.com in French—operates as a centralized sourcing platform. It enables customers to purchase products at manufacturer-direct prices while earning cashback rewards. Consequently, all refunds and returns are governed by both supplier policies and the platform’s specific guidelines.
2. Eligibility for Returns & Refunds
You may be eligible for a return or refund if:
- The item received is defective or damaged
- The item received is incorrect (wrong product/model/color/size)
- The item is significantly different from the description
- The item was not delivered within the stated timeframe (subject to verification)
To qualify:
- Requests must be made within 48 hours – 7 days of delivery (depending on product category)
- The product must be unused, in original packaging, and with all accessories included
- Proof of issue (photos/videos) may be required
3. Non‑Returnable / Non‑Refundable Items
Certain items may not be eligible for returns, including but not limited to:
- Opened or used personal accessories (e.g., earphones, hygiene-sensitive items)
- Software, digital goods, or activation-based products
- Items damaged due to customer misuse
- Clearance or final-sale items (where stated)
4. Defective or Damaged Items
If your product arrives damaged or defective:
- Contact support immediately
- Provide clear photo/video evidence
- Await verification and resolution
Approved claims may result in:
- Replacement
- Repair
- Partial refund
- Full refund
5. Incorrect Item Received
If you receive the wrong item:
- Notify us within the eligible return window
- The item must remain unused
UsineDirecte(FactoryDirect) will arrange return logistics where applicable.
6. Refund Processing
Once a return is approved:
- Refunds are processed within 5 – 14 business days
- Refunds may be issued via:
- Original payment method
- UsineDirecte(FactoryDirect) Wallet UDWallet(FD Wallet)
Processing times may vary depending on payment provider and supplier confirmation.
7. Shipping & Logistics Costs
- Customers may bear return shipping costs unless the error is from the supplier
- Shipping fees are generally non-refundable unless stated otherwise
8. Order Cancellations
Orders may be cancelled if:
- The item has not yet been processed or shipped
- The supplier cannot fulfill the order
Once shipped, cancellation requests may convert to return requests.
9. Cashback Adjustments & Reversals
Because UsineDirect(FactoryDirect) provides cashback rewards:
- Any refunded order will result in cashback reversal
- Cash back already credited may be deducted from your UDWallet (FDWallet)
This ensures fairness across the rewards system.
10. Refund Rejections
Refunds may be denied if:
- The claim is made outside the return window
- The product shows signs of use or damage by the customer
- Insufficient evidence is provided
11. Dispute Resolution
UsineDirecte (FactoryDirect) acts as a mediator between customers and suppliers. In cases of dispute:
- Claims will be reviewed objectively
- Supplier policies and product conditions will be considered
12. Contact & Support
For refund or return requests, please contact:
UsineDirecte(FACTORY DIRECT) Support Team
French (FR-BJ)
Email: hellobj@usinedirectebj.com
Website: www.usinedirectebj.com
English (EN-NG)
Email: hello@factorydirectng.com
Website: www.factorydirectng.com
13. Policy Updates
Factory Direct (USINEDIRECTE) reserves the right to modify this policy at any time. Updates will be reflected on this page.