Refund policy
1. General principle
IZI Brothers products are built to last and go through quality control before shipping. If a product does not meet your expectations or shows a defect, this policy defines your rights and the procedure to follow.
This policy complements our Shipping Policy.
2. Right of withdrawal (individuals within the European Union)
Under European consumer law, individual customers have 14 calendar days from the date of receipt to withdraw from their purchase, without justification.
Return acceptance conditions
The product must be returned:
- Unmounted, not installed
- In its complete original packaging, not opened beyond what is strictly necessary for inspection (protections, documentation, fasteners, accessories)
- In new condition, with no scratches, marks of use, or signs of installation
- Resellable as new
Products that have been mounted or installed, even briefly, are not accepted for return. A machined contact surface, a tightened bolt, a part placed on the motorcycle leave traces that make the product no longer resellable as new.
Procedure
- Contact us via the contact form within 14 days of receipt, specifying the order number and the products concerned.
- We send the return instructions and address.
- Ship the product within 14 days of our approval.
Return shipping fees
Return shipping fees are the customer's responsibility.
Refund
The refund is issued within 14 days after receipt and inspection of the product, using the same payment method as the original order.
The refund covers the product price. Original shipping fees are not refunded, unless the entire order is returned.
If the returned product does not meet the conditions above, the refund may be refused or reduced, and the product returned to the customer at their expense.
3. Defective product or shipping error
In the following two cases, IZI Brothers covers the full cost of return and reshipping:
- Defective product: manufacturing defect observed on receipt or during use, covered under warranty.
- Shipping error: product delivered different from the one ordered.
Procedure
- Report the issue via the contact form, with:
- Order number
- Photos and video of the product concerned
- Detailed description of the defect or error
- Our team reviews the case and, if the request is accepted, provides a prepaid return label.
- Once the product is received and inspected, we proceed according to your choice: product replacement or full refund (product + shipping fees).
Proof of professional installation
For any claim concerning an installed product, proof of installation by a qualified professional may be required (workshop invoice or attestation). A product damaged by non-professional installation is not covered.
4. Damage or loss during transit
Visible damage on delivery
- Refuse the parcel if the damage is major (crushed box, visibly broken product).
- Or accept it with detailed written reservations on the carrier's delivery slip, describing the damage observed.
A generic mention such as "subject to unpacking" has no legal value and will be rejected by the carrier. Without reservations or refusal on delivery, the parcel is considered delivered in good condition, and any later claim for visible damage becomes very difficult.
Hidden damage, internal breakage, or missing product
Must be reported within 48 hours of receipt, through our contact form, with photos of the parcel, the delivery slip, and the products concerned.
Parcel not received
If tracking shows a delivery not received, or if no tracking movement is recorded for more than 15 days after shipping, contact us. An investigation is opened with the carrier.
5. Products excluded from the right of withdrawal
None of our standard parts are excluded: all are subject to the right of withdrawal, under the return conditions defined in section 2.
6. Businesses
The legal right of withdrawal does not apply to business customers.
Accepted return reasons
Business returns are limited to the following cases:
- Defective product: manufacturing defect confirmed after inspection.
- Shipping error: product delivered different from the one ordered.
Returns for convenience (buyer's ordering mistake, overstock, unsold inventory, change in commercial strategy) are not accepted, unless prior written agreement from IZI Brothers.
Return under prior authorization (RMA)
All business returns require prior written authorization from IZI Brothers. Unauthorized returns may be refused and returned to the business at its own expense.
RMA procedure
- Written request via the contact form, specifying:
- Order number and business account
- Products concerned and reason for return
- Product condition (packaging, mounted or not)
- Photos and video of the defect or error
- We review the request and issue an RMA number and instructions.
- The return must be shipped within 14 days of RMA issuance.
Acceptance conditions
- Product unmounted, not installed
- Complete original packaging
- New, resellable condition
Fees and refund
In case of confirmed manufacturing defect or shipping error after inspection, IZI Brothers covers the return shipping and proceeds, by agreement, to repair, replacement, or refund of the product.
For exceptional returns granted outside of defect or shipping error, return shipping fees are the business's responsibility, and a credit note is issued after receipt and inspection of the product.
7. Warranty
Applicable legal warranties cover manufacturing defects and conformity defects. They apply by law to individual customers, under the conditions provided by law.
For any warranty claim, the required information is: order number, photos and video, detailed description, usage hours or mileage, conditions of use.
Full warranty conditions are set out in our Terms of Sale.
8. Contact
For any return, refund, or warranty request, please use our contact form.
Email: hello@izibrothers.com
SIA LAB CONCEPT
Krišjāņa Valdemāra iela 149-4, Rīga, LV-1013, Latvia