Warranty Policy
POLICY / WARRANTY
Warranty
Policy
Every FactoryZ product is inspected before it leaves our warehouse in Eau Claire, Wisconsin. We stand behind the quality of what we ship, and on the rare occasion something arrives with a manufacturing defect, we'll make it right.
01 — Coverage
30 Days From Delivery
FactoryZ products are warranted against manufacturing defects present at the time of shipment. This includes machining errors, material defects, and seal or component failures occurring out of the box under normal installation conditions.
Custom FactoryZ Parts
Brake kits, brackets, rotors, shift locks, foot brake systems, and other FactoryZ-manufactured components. Covered for manufacturing defects for 30 days from delivery.
OEM Replacement Parts
Surron, Talaria, Stark Varg, and other factory-sourced components we resell. Covered for 30 days from delivery against damage during shipping or fulfillment errors (wrong item, missing components).
Manufacturing defects on OEM parts fall under the original manufacturer's warranty. We're happy to help facilitate that claim on your behalf.
| Part Type | Window | Covered Against |
|---|---|---|
| Custom FactoryZ Parts | 30 Days | Manufacturing Defects |
| OEM Replacement Parts | 30 Days | Shipping Damage / Fulfillment Errors |
| Any Item — Shipping Damage | 7 Days to Report | Transit Damage |
02 — Covered
What's Covered
FactoryZ Responsibility
- Manufacturing defects present at time of shipment.
- Machining errors or material flaws.
- Seal failures or component failures occurring out of the box.
- Items damaged during shipping. Must be reported within 7 days of delivery.
- Wrong item shipped, or missing components from a kit.
03 — Exclusions
What's Not Covered
We're upfront about this because it protects honest customers and keeps our pricing competitive. The following are not covered under warranty:
Rider or Third-Party Responsibility
- Crash damage, impact damage, or any damage from riding, including off-road impacts, drops, jumps, and accidents.
- Improper installation, including installation without following the official FactoryZ install guide.
- Normal wear and tear on brake pads, rotors, seals, hoses, and other consumable components after use.
- Damage from improper bleeding, wrong fluid type, or contaminated fluid. FactoryZ brake systems require Motul DOT 5.1 brake fluid. Use of incompatible fluids voids warranty.
- Modifications. Any product that has been modified, machined, drilled, painted, or altered from its original configuration.
- Use with incompatible components. Pairing FactoryZ parts with third-party components not validated for compatibility.
- Cosmetic damage from use, including scratches, scuffs, fading, or surface wear from riding.
- Environmental damage, including corrosion or damage from prolonged exposure to water, salt, mud, or extreme conditions.
- Damage from third-party installation. If a shop or another rider installed the part incorrectly, the warranty claim is between you and them.
- Items outside the 30-day window.
- Products purchased from unauthorized resellers. Warranty is only valid for products purchased directly from factoryz.co.
04 — Claims
How to File a Warranty Claim
To submit a warranty claim, email customer.support@factoryz.co within 30 days of delivery with the following:
- Your order number (e.g., Z111234).
- Clear photos of the defect, multiple angles, well-lit.
- A short video showing the issue, especially for hydraulic or moving-part failures.
- Confirmation that the official FactoryZ install guide was followed. For installable parts, include which guide you used: factoryz.co/pages/factoryz-install-guides
Our team will review your claim and respond within one business day.
05 — Resolution
Resolution Process
If your claim is approved, here is exactly what happens next.
Step One
We send you a prepaid return shipping label. You don't pay to send back a defective product.
Step Two
Ship the item back to our warehouse.
Step Three
Once received and inspected, we ship your replacement same business day if ordered before 10:00 AM CST, or the next business day.
Step Four
If the item is out of stock or discontinued, we'll issue a full refund to your original payment method.
We cover shipping both ways on all confirmed warranty claims.
If our inspection reveals the issue was caused by installation error, crash damage, or any other excluded condition, we reserve the right to deny the claim and either return the item to you at your expense or apply our standard return policy with applicable restocking fees.
06 — Transit
Shipping Damage Claims
If your product arrives visibly damaged from shipping, please:
- Take photos of the package before opening if damage is visible externally.
- Take photos of the damaged product and packaging immediately.
- Email us within 7 days of delivery at customer.support@factoryz.co.
Shipping damage claims must be reported within 7 days to allow us to file with the carrier.
07 — Good Faith
A Note on Honesty
FactoryZ is a rider-owned, US-based brand. We ride these products ourselves and we know what genuine defects look like, and we know what installation errors and crash damage look like. We process warranty claims in good faith and expect the same in return.
If you're unsure whether your issue is covered, reach out. We'd rather have a conversation than have you guess.
08 — Contact
Questions? Reach Support
If anything in this policy is unclear, contact our customer support team before shipping an item back or starting a claim.
Customer Support
Response Time
Within 1 business day
Hours
Monday–Friday, 10:00 AM – 4:00 PM CST
Install Guides