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Warranty Policy

FactoryZ Warranty Policy

Our Commitment

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.

Coverage

30 days from date of 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.

What's Covered

  • 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

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:

  • 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 — 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 — scratches, scuffs, fading, or surface wear from riding
  • Environmental damage — 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

How to File a Warranty Claim

To submit a warranty claim, email customer.support@factoryz.co within 30 days of delivery with the following:

  1. Your order number (e.g., Z111234)
  2. Clear photos of the defect — multiple angles, well-lit
  3. A short video showing the issue — especially for hydraulic or moving-part failures
  4. Confirmation that the official FactoryZ install guide was followed — for installable parts, include which guide you used: https://factoryz.co/pages/factoryz-install-guides

Our team will review your claim and respond within 1 business day.

Resolution Process

If your claim is approved:

  1. We send you a prepaid return shipping label. You don't pay to send back a defective product.
  2. Ship the item back to our warehouse
  3. Once received and inspected, we ship your replacement same business day if ordered before 10:00 AM CST, or the next business day.
  4. 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.

Shipping Damage Claims

If your product arrives visibly damaged from shipping, please:

  1. Take photos of the package before opening if damage is visible externally
  2. Take photos of the damaged product and packaging immediately
  3. 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.

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.

Questions?

Email: customer.support@factoryz.co
Response time: Within 1 business day
Hours: Monday–Friday, 10:00 AM – 4:00 PM CST

For installation guides and product documentation, visit: https://factoryz.co/pages/factoryz-install-guides