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
- 08Contact 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.
Change of Mind, Vehicle Sold, No Longer Needed
These returns are accepted within the 10-business-day window, provided the item is unused and uninstalled. You choose one of two options.
Store credit. No restocking fee. Store credit applies to anything we sell and never expires.
Refund to your original payment method. A 25% restocking fee applies.
You cover shipping both directions either way. The shipping you paid at checkout is not refunded. We send you a prepaid return label and deduct its cost from your credit or refund, 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.
Store credit returns more value on almost every order, which is why we recommend it. Our pricing is built around not carrying return costs, and that is how the parts stay priced where they are.
You Ordered the Wrong Part
Three options. The exchange is almost always the best one, because it is the only path with no restocking fee that still gets you the part 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.
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 carries no fee in any scenario. A refund to your original payment method carries the fees below.
A
Store Credit
Issued to your FactoryZ account. Never expires, applies to anything we sell.
| Scenario | Shipping Cost | Fee |
|---|---|---|
| Damaged / Wrong Item / Defective | FactoryZ Pays Both Ways | 0% |
| Change of Mind | 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.
| Scenario | Shipping Cost | Fee |
|---|---|---|
| Damaged / Wrong Item / Defective | FactoryZ Pays Both Ways | 0% |
| Change of Mind | Customer Pays Both Ways | 25% |
| Wrong Part Ordered | Customer Pays Both Ways | 25% |
| Order Cancelled (Pre-Shipment) | N/A | 5% |
| Order Cancelled (Post-Shipment) | Customer Pays Both Ways | 25% |
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. A $200 part with $12 shipping paid at checkout, returned on a $25 label. Choose store credit and you receive $175, 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.
On shipping. For change of mind 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, a refund, or an exchange. 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 25% restocking fee where it applies.
- 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. Treated as a change of mind return under the terms in section 02. Store credit carries no fee. A refund to card carries 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 we can no longer cancel the order.
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 — 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.