Thanks for shopping at Factor Bikes. We at Factor Bikes take great care in ensuring that our customers receive complete and accurate orders. If you are not entirely satisfied with your purchase, or there are any discrepancies with your delivery, such as missing parts or items, we are here to help resolve the issue promptly and satisfactorily. You can find all the information on ordering through Factor Bikes on this page, including returns, refunds, and delivery.

Delivery

Factor Bikes are happy to offer free worldwide delivery on all bikes and framesets ordered online*. Secure and safe delivery will be arranged by a courier and details will be confirmed once your order is on its way. If you are unsure or have any questions about delivery, please ask our team on contact us here.

Delivery Exclusions

We are unable to ship to the following countries at this time: 

• North America Bermuda, Cayman Islands, Cuba, Panama, Puerto Rico

• South America Argentina, Bolivia, Brazil, Paraguay, Uruguay, Venezuela

• Europe Albania, Austria, Azerbaijan, Belgium, Bosnia and Herzegovina, Bulgaria, Denmark, France, Italy, Luxembourg, Netherlands, Norway, Romania, Russia, Serbia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom (UK) (please visit our UK distributor).

• Oceania American Samoa, Cook Islands, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Zealand, Niue, Northern Mariana Islands, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu, Vanuatu, Wallis and Futuna.

• Asia

  Afghanistan, Bangladesh, Bhutan, Cambodia, China, Egypt, Georgia, India, Indonesia, Iran, Iraq, Jordan, Laos, Malaysia, Maldives, Myanmar, Pakistan, Philippines, South Korea, Syria, Tajikistan, Tunisia, Vietnam.

• Africa

  Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo (Brazzaville), Congo (Kinshasa), Djibouti, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Ivory Coast, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Tanzania, Togo, Uganda, Zambia, Zimbabwe.

Delivery Times & Back Orders

For in-stock framesets, we aim to process and send orders as soon as possible and will dispatch orders by courier delivery. Orders for complete bikes will be subject to a build and delivery schedule which can vary between 30 to 120 days depending on specification and customization (e.g. Prisma Studios paint option). Products on backorder may be subject to even longer delivery times.

Please contact our Customer Service team for up-to-date information on current lead and delivery times. 

Missing Parts Or Items

Should you find any items or parts missing from your order, please contact our Customer Service team immediately within 14 days of receiving your delivery. Upon receipt of your claim, we will thoroughly investigate the issue and, if validated, will arrange for the missing part(s) to be shipped to you at no extra cost. We strongly encourage customers to inspect their delivery thoroughly upon receipt to ensure all items are present.

Please note that any claims for missing items or parts made after this 14 day period may incur additional charges. In such cases, the customer will be responsible for the costs of shipping for any missing items or parts.

Returns

You have 14 calendar days to return an item from the date you received it. A 4.5% restocking fee will be assessed on returns. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. You will be responsible for ensuring the bike or frameset is returned to us in its original condition.

If you need to make a return, please first contact us to arrange where to send the package. Please note that you will be responsible for your own shipping and related costs when returning your purchase. If you have any questions on how to return your item to us, contact us.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspection. If your return is approved for return, we will initiate a refund via your original method of payment. Please note that the time it takes for you to receive a refund is subject to your payment processor’s refund policies. 

We appreciate your understanding of our policies, which are designed to maintain our commitment to providing you with the best possible service while managing the logistics and costs associated with order fulfillment.

Thank you for choosing Factor Bikes. Should you have any questions or need further clarification about this policy, please do not hesitate to get in touch with our Customer Service team.

Note: This policy is subject to change without prior notice. It is the responsibility of the customer to check for updates regularly.