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.
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, or modification are non-returnable.
FactoryZ Responsibility
We will provide a prepaid return label and issue a 100% refund or replacement 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.
Customer or Dealer Responsibility
FactoryZ does not accept returns for "Change of Mind," "Vehicle Sold," or "Parts no longer needed." However, at the sole discretion of our support team, we may allow a return for these reasons subject to the following:
- Restocking fee of up to 25% deducted from the refund.
- Shipping is the customer or dealer’s responsibility both ways. Original shipping is non-refundable; return shipping is at the sender’s expense.
03 — Fees
Restocking & Shipping Fees
Use this table to understand exactly what to expect before submitting a return request.
| Scenario | Shipping Cost | Restocking Fee |
|---|---|---|
| Damaged / Wrong Item / Defective | FactoryZ Pays | 0% |
| Change of Mind / No Longer Needed | Customer Pays | Up to 25% |
| Order Cancelled (Pre-Shipment) | N/A | Up to 25% |
| Order Cancelled (Post-Shipment) | Customer Pays | Up to 25% |
Reduced fees for store credit. When a customer chooses store credit or an exchange instead of a refund to original payment, the restocking fee may be reduced at the discretion of our support team.
04 — Process
How to Start a Return
Returns must be initiated through your FactoryZ customer account. Do not ship items back without an approved return authorization — unauthorized returns will be refused and returned at the sender’s expense.
Step One
Log into your customer account at factoryz.co/account and locate the relevant order.
Step Two
Select Request Return and provide the return reason. Include photos if the item is damaged, defective, or incorrect.
Step Three
Our support team will review your request within one business day and respond with next steps, return authorization, and shipping instructions.
05 — Refunds
Refunds & Store Credit
Once your returned item is received and inspected at our facility, we will notify you of the approval or rejection of your refund.
- Approved refunds are processed within 3–5 business days to the original payment method, less any applicable restocking fee.
- Store credit is issued instantly upon approval and never expires.
- Exchanges are shipped once the original item is received and inspected.
Bank processing times vary — please allow 5–10 additional business days for the 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.
- Pre-shipment cancellations may be subject to a restocking fee of up to 25% if the order has already been pulled and prepared for shipping.
- Post-shipment cancellations are treated as a standard return: customer pays return shipping, restocking fee applies, and the 10-day inspection window starts at delivery.
- To cancel an order, contact support immediately at the email below. Do not wait.
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 / closeout pricing.
- Custom-machined or made-to-order components.
- Electrical components that have been installed, energized, or modified.
- Items returned outside the 10-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.