Refund policy
POLICY / RETURNS
Returns &
Cancellations
At FactoryZ, we manufacture and ship high-performance components with precision. To protect our fulfillment speed and keep parts available for every rider, we hold to a strict, transparent return policy. Read it carefully before requesting a return.
Contents
- 01Inspection Window
- 02Eligible vs. Ineligible
- 03Restocking & Shipping Fees
- 04How to Start a Return
- 05Refunds & Store Credit
- 06Order Cancellations
- 07Final Sale & Exceptions
- 08Payment Disputes
- 09Contact Support
01 — Window
The 10-Day Inspection Window
All return requests must be initiated within 10 business days of delivery. Requests submitted after this window will not be accepted under any circumstances.
As a specialized manufacturer, we cannot have inventory out of circulation for extended periods. This window ensures that returned parts are inspected promptly and remain available for other riders.
This is not the warranty window. Our 30-day warranty covers manufacturing defects only and is separate from this 10-business-day return window, which applies to unused, uninstalled items.
02 — Eligibility
Eligible vs. Ineligible Returns
To be eligible for any return, the item must be 100% unused, uninstalled, and in its original, undamaged packaging. Items showing signs of installation, wear, fluid contact, or modification are non-returnable. A brake component that has been mounted or bled cannot be resold and will be refused.
FactoryZ Responsibility
We provide a prepaid return label and cover shipping both directions, with no restocking fee, if:
- The product arrived damaged during shipping. Photos of the box and the part are required.
- The product is defective or has a confirmed manufacturing fault.
- You received the incorrect item due to a FactoryZ shipping error.
In these cases you choose a replacement, a refund to your original payment method, or full store credit. The shipping you paid at checkout is refunded in full.
Change of Mind, Vehicle Sold, No Longer Needed
We do not refund to your original payment method for change of mind. This covers deciding against the part, selling or losing the bike, going a different direction with a build, or no longer needing something you ordered. It applies whenever the item we shipped is the item you ordered and is free of defect. This is not at the discretion of our support team and there are no exceptions.
What we do offer. Contact us within 10 business days of delivery. If the part is unused, uninstalled, and in its original packaging, we will issue store credit or exchange it for something else we sell. Neither carries a restocking fee. Store credit never expires.
You cover shipping both directions. The shipping you paid at checkout is not refunded. We send you a prepaid return label and deduct its cost from your credit, typically $20 to $40 depending on the size of the item. If your order shipped free, there is nothing to deduct for the outbound leg.
We build our pricing around not carrying return costs. That is how the parts stay priced where they are.
You Ordered the Wrong Part
This is different from changing your mind. You still want the part, it just does not fit your bike. Three options, and the exchange is almost always the best one, because it is the only path with no fee that still gets you what you actually needed.
Exchange for the correct part. No restocking fee. You cover freight on the item coming back and on the replacement going out.
Store credit. No restocking fee.
Refund to your original payment method. A 25% restocking fee applies.
In all three, we send the prepaid return label and deduct its cost, and the shipping you paid on the original order is not refunded. Before you choose, reply with the bike you are running and what you were trying to do. We would rather get you the right part than take the return.
Ask Us About Fitment First
If you are not certain a part fits, email customer.support@factoryz.co with your bike, model year, and what you are trying to build. We answer fitment questions within one business day. We would rather spend ten minutes getting you the right part than have you buy the wrong one.
These terms are published on this page, linked from every product page and at checkout, and restated in your order confirmation email. Placing an order confirms you have read and accept them.
03 — Fees
Restocking & Shipping Fees
Every scenario and every number. Nothing here is discretionary.
What you get back depends on how you want it back. Store credit and exchanges carry no fee in any scenario and are available for every reason. A refund to your original payment method carries the fees in table B, and is not available at all for change of mind.
A
Store Credit or Exchange
Credit is issued to your FactoryZ account, never expires, and applies to anything we sell. An exchange ships the correct part instead. Neither carries a fee, and both are available for every reason on this list.
| Scenario | Shipping Cost | Fee |
|---|---|---|
| Damaged / Wrong Item Shipped / Defective | FactoryZ Pays Both Ways | 0% |
| Change of Mind / Bike Sold / No Longer Needed | Customer Pays Both Ways | 0% |
| Wrong Part Ordered | Customer Pays Both Ways | 0% |
| Order Cancelled (Pre-Shipment) | N/A | 0% |
| Order Cancelled (Post-Shipment) | Customer Pays Both Ways | 0% |
B
Refund to Original Payment Method
Back to the card or account you paid with. Not available for change of mind.
| Scenario | Shipping Cost | Fee |
|---|---|---|
| Damaged / Wrong Item Shipped / Defective | FactoryZ Pays Both Ways | 0% |
| Change of Mind / Bike Sold / No Longer Needed | — | Not Accepted |
| Wrong Part Ordered | Customer Pays Both Ways | 25% |
| Order Cancelled (Pre-Shipment) | N/A | 5% |
| Order Cancelled (Post-Shipment) | Customer Pays Both Ways | See below |
Change of mind is credit or exchange only. We do not refund a card because you decided against a part, sold the bike, or no longer need something you ordered. Store credit and exchanges remain open with no fee, so nothing you spent is lost. It simply stays with us.
Post-shipment cancellations follow the reason. If you still want a part but ordered the wrong one, the wrong-part terms apply and a refund to card carries 25%. If you simply changed your mind, the change-of-mind terms apply and the options are store credit or exchange.
Exchanges carry no fee. An exchange is not a refund, so nothing is deducted. You cover freight both ways and we ship the replacement once the original is received and inspected.
Why cancellations to card carry 5%. Card processing is charged the moment an order is placed and is not returned to us when we refund you. The 5% covers that cost and nothing more. Take store credit instead and there is no fee, because nothing leaves.
Orders that were never charged, including declined payments, are cancelled at no fee either way.
Worked example. You ordered the wrong rotor. A $200 part with $12 shipping paid at checkout, returned on a $25 label. Choose store credit or an exchange and you get $175 of value, which is the $200 less the label. Choose the refund to your card and you receive $125, which is the $200 less the 25% restocking fee and less the label. Either way the $12 you paid at checkout is not refunded. That $50 gap is the restocking fee, and it is why we recommend credit. Had this been a change of mind rather than a fitment error, the card refund would not be available at all.
On shipping. For change of mind returns, wrong-part returns, exchanges, and post-shipment cancellations, you cover freight in both directions. The shipping you paid at checkout is not refunded, and we deduct the cost of the prepaid return label we send you. If your order shipped free, nothing is deducted for the outbound leg. When the return is our error, we cover shipping both ways and refund your original shipping in full.
04 — Process
How to Start a Return
Do not ship items back without an approved return authorization. We provide the return label on every approved return. Unauthorized returns sent on your own label will be refused and returned at the sender's expense.
Step One
Email customer.support@factoryz.co from the address on your order, or log into your account at factoryz.co/account. Include your order number, which looks like Z111234.
Step Two
Tell us the reason for the return and whether you want store credit, an exchange, or a refund where a refund is available. If the item is damaged, defective, or incorrect, include photos of the part, the shipping label, and the outside of the box.
Step Three
Our team reviews your request within one business day and responds with your return authorization, shipping instructions, and the confirmed figure.
05 — Refunds
Refunds & Store Credit
Once your returned item is received and inspected at our facility, we notify you of the approval or rejection of your return.
- Approved refunds are processed within 3 to 5 business days to the original payment method, less the restocking or cancellation fee that applies to your scenario in section 03.
- Store credit is issued once the item is received and inspected. It applies to anything we sell and never expires.
- Exchanges ship once the original item is received and inspected.
Bank processing times vary, so please allow 5 to 10 additional business days for a card refund to appear on your statement.
06 — Cancellations
Order Cancellations
We ship fast. Most orders are processed within hours of being placed, which means the window to cancel is short.
- Before your order ships. Two options. Store credit for the full amount, no fee. Or a refund to your original payment method less a 5% cancellation fee. The 5% covers card processing, which is charged when the order is placed and is not returned to us when we refund you.
- After your order ships. Handled as a return under section 02, on the terms that match your reason. Changed your mind, sold the bike, or no longer need it: store credit or exchange, no fee, no card refund. Ordered the wrong part: store credit, exchange, or a card refund less 25%. You cover return shipping either way, and the 10-business-day window starts at delivery.
- Orders that were never charged. If payment was declined or no charge was captured, the order is cancelled at no fee.
- To cancel, contact support immediately at the email below. Once a shipping label has been created the order can no longer be cancelled outright, and it becomes a post-shipment cancellation on the terms above.
07 — Exceptions
Final Sale & Exceptions
The following items are final sale and not eligible for return under any circumstances:
- Items marked "Final Sale" or sold at clearance or closeout pricing.
- Custom-machined, built-to-order, or made-to-order components, including wheel sets.
- Electrical components that have been installed, energized, or modified.
- Any brake component that has been mounted, installed, or had fluid run through it.
- Items returned outside the 10-business-day inspection window.
- Items returned without original packaging, hardware, or documentation.
FactoryZ reserves the right to refuse any return that does not meet the terms of this policy. All returns are subject to inspection on arrival.
08 — Disputes
Payment Disputes
If something is wrong with your order, email us first. We answer within one business day and resolve nearly everything the same day. Most problems are faster to fix directly than through your bank.
If a payment dispute is filed for a reason addressed by this policy, we respond to the issuing bank with the order record, delivery confirmation, this policy as published on the date of your purchase, and your acceptance of it at checkout.
A dispute does not change what this policy allows. Store credit and exchange remain available to you on the terms above whether or not one has been filed.
09 — Contact
Questions? Reach Support
If anything in this policy is unclear, contact our customer support team before placing your order or before shipping an item back.