Refund policy
Factory Image Racing – Return & Exchange Policy
Last Updated: 19/10/2023
At Factory Image Racing, we are committed to supplying high-quality products and providing a reliable service. Please read the following Return & Exchange Policy carefully, as it outlines your rights and responsibilities when returning or exchanging products.
Verification Prior to Installation
Customers are strongly advised to inspect all replacement parts carefully and compare them with the original components before installation—especially engine parts. Once a product has been installed, fitted, or used, it is deemed non-returnable and non-refundable.
Refunds
Refunds will be issued using the original method of payment. Refunds are only processed once the returned item has been received and inspected. Factory Image Racing reserves the right to deduct applicable charges, including restocking or repacking fees, where necessary.
Customer Satisfaction Guarantee
If you are not entirely satisfied with your purchase, you may return the item within seven (7) days of receipt for a refund, provided the following conditions are met:
- The item is returned in its original, unused condition
- All original packaging must be intact and undamaged
- The sales invoice and completed returns note are included
- Shipping and carriage costs are non-refundable
Return Shipping Costs
All return shipping expenses are the sole responsibility of the customer. Factory Image Racing does not offer prepaid return labels.
If requested, we can arrange a collection through our courier at the standard rate, which will be communicated in advance. This rate is non-negotiable and must be paid prior to collection.
No discounts will be offered for return shipments under any circumstances.
Faulty or Defective Items
If you receive an item with a manufacturing fault:
- A free replacement will be offered once the item has been returned and inspected.
- If you choose to source a replacement elsewhere, a 20% handling fee may apply.
- Items found to have no fault will be held for 14 days for customer collection. After this time, we reserve the right to dispose of unclaimed items.
Acceptance Criteria for Returns
We will only accept returns for items with genuine manufacturing defects.
Returns will not be accepted if the product has been damaged through misuse, neglect, incorrect installation, or abuse.
Custom-made or personalised items are strictly non-refundable.
Exchanges
To request an exchange, please complete the returns/exchange slip included with your order. You must also provide payment for postage and packaging costs associated with the exchange. Exchanges will only be processed once all required information and payments are received.
Additional Conditions
- Sale or Return: We do not operate a sale or return policy.
- Warranty: Some items are covered by a manufacturer’s warranty. Resellers may be required to contact the manufacturer directly. Factory Image Racing will assist resellers where reasonably possible.
- Restocking Fee: Returns made after 30 days will incur a minimum 15% restocking charge, deducted from the refund total.
- Repacking Fee: If goods are returned without their original packaging, a minimum 15% repacking fee will apply.
- Return Deadline: Returns will not be accepted if received more than 28 days after the original purchase date.
Final Note
We reserve the right to refuse any returns that do not meet the conditions stated above. All returned goods must be appropriately packaged and accompanied by the relevant documentation to ensure prompt processing.
For any queries regarding this policy or to initiate a return, please contact our customer service team. Your cooperation is appreciated.