Terms & Conditions
These following terms & conditions apply when making purchasing products or services supplied by Mass Custom SA.
ORDER CONFIRMATION - CUSTOM ORDERS
A custom order is only sent for production once full payment or a deposit set out by Mass Custom SA. When an order has been received, you are in full agreement with our company’s terms & conditions.
Orders are processed on a Friday afternoon. All requirements need to be in place for an order to be sent, including design confirmation, deposit and measurements.
DESIGN & FINAL PRODUCT
Digital design will differ to the final product due manufacturing processes / Techniques. Logo shape and sizing may differ to fit the client actual size, digital template is not to each individual clients sizing. Digital print colour may differ to protector colour, dye colour and screen print colour.
If a specific size is required for logos then this needs to be communicated before placing an order.
ORDER PROCESS & TIMELINE
Orders timeline is from the following Monday your order was placed.
Standard lead time:
Quiet season: 4 - 6 weeks (June - December)
Busy season: 6 - 8 weeks (January - May)
Express lead time: 3 - 4 weeks (Manufacturing)
An additional fee for express orders is payable as set out on our online stores pricing and catalogues.
Delivery time line does not form part of the express manufacturing option. Certain processes like digital print may also cause delays due to complexity - this depends on your design type.
Should the item not be manufactured within the express lead-time, you will be awarded a voucher which will be redeemable on our website towards any of our products and services.
ORDER CANCELLATION / ORDER CHANGE / REFUND
Mass Custom SA does not offer a refund on custom ordered products as these items are commissioned specifically for the clients needs and purposes.
Incorrect order design or fitment: Mass Custom SA will assist with correcting your order by making use of our own tailor to correct the fitment.
Design errors are judged on Mass Custom SA discretion.
Mass Custom SA reserves their right to offer a refund for any orders at their own discretion and if the order has not been placed into production as yet.
Once deposit is paid you have agreed to the terms and conditions and if you have been supplied a service in a manner such as a measurement service or having your design mock up created, the order is refundable less 25% of the order value.
REFUND / EXCHANGE
If your order is incorrect Mass Custom SA will offer a solution to refund or exchange part of your order or the full order. This will be at the discretion of Mass Custom SA.
MADE-TO-MEASURE / TAILOR-MADE-FIT
Mass Custom orders are manufactured on a "Made-to-measure" basis which means the items will be constructed in measurements submitted by making use of our measurement service or guide.
Orders are made from use of our patterns with your custom sizing. There may be a variance in fitment from 1-10% which would not be seen as a fitment error. Although our pattern templates are very accurate, we have made this according to the best fitment for protection, flexibility and performance.
Tailor-made fitment is defined by having the product measurement altered by use of a tailor. This is done to get the "Perfect fit". This is a service that is available, however it will be for the clients account.
Kids suits measurements. We suggest to the parent the extra suggested increments as a guide line, however we do not take accountability for the fitment not meeting the expectations of having a perfect fitted suit to last a very long time, if you want a suit to last a longer time whilst your child grows, the bigger the size increment that would be required.
No warranty on kids suit fitments unless the current size matches up with the measurements submitted. Mass Custom SA does not take responsibility for changes in measurements due to growth since order.
PRODUCT BREAK-IN
A standard break-in for all products needs to be followed before any warranty or fitment concerns are actioned. In our experience, 2-3 days of riding will allow the products to break in and allow sweat and moisture to penetrate the leather allowing it to soften and reform.
Custom items fitment should be "tight" and not too loose and should allow you to be flexible and not too restrictive. If you do not follow the break-in period, this may lead to unnecessary alterations which may need to be done again after to correct.
If a looser or tighter fitment is preferred, it needs to be stated upon measurements being taken or when supplied.
WARRANTY - FITMENT
A warranty claim has to be made within the first 30 days of receipt of your order or within 60 days of the order being available in SA. If not done within this time, the warranty will be invalid.
Mass Custom SA will still assist with the service to correct your order, but it will not be a warranty claim. All costs and expenses incurred will be for the clients account.
WARRANTY - MATERIALS REPAIRS
Mass Custom stitching and zips warranty are valid for 12 months from purchase. This is only valid if the products have not been used excessively or abruptly or if they have not been involved in an incident.
Warranty claim can be submitted via our online form
WARRANTY - MATERIALS REPAIRS
Mass Custom stitching and zips warranty are valid for 12 months from purchase. This is only valid if the products have not been used excessively or abruptly or if they have not been involved in an incident.
There is no warranty for items involved in an incident.
Leather: 12 months warranty on leather strength from products that were not involved in an incident and show no signs of excessive use. Replacement leather will be provided and repair process will be handled by Mass Custom SA.
Colour: Fluorescent /chrome or special print colours or digital print - 3 months warranty on items not involved in an incident and not exposed to any harmful chemicals. Repair process will be handled by Mass Custom SA.
Standard colours: 12 months warranty on items not involved in an incident and not exposed to any harmful chemicals. Repair process will be handled by Mass Custom SA.
Fitment: Applicable if the custom measurement sizes submitted correlate with the customer current measurements. Weight gain or loss may affect the fitment, a weight change from 1,5kg will affect fitment.
Make a warranty claim on the warranty claim portal or contact a Mass representative to assist.
Once a warranty is valid, the product needs to go to our nominated tailor partner for assessment, alterations and final inspection.
Warranty assessment & investigation: 5 - 7 working days.
Alterations, correction and inspection: 5 - 7 working days.
Any adjustments that do not fall under a warranty claim will be for the clients account. This will be confirmed before a client is liable for any unexpected expenses.
SHIPPING / DELIVERY / COLLECTION
All order invoices need to be settled in full before any of the above is possible. NO orders will be dispatched unless the account is settled in full. NO EXCEPTIONS (Race weekend is not a valid reason to avoid payment).
Nationwide delivery within South Africa is available with our nominated courier partner. International shipping to be quoted separately if required.
Custom orders include free shipping - Orders over the stipulated value also qualify for free shipping.
Order collection is only possible via an on-appointment basis due to the nature of the business pre-dominantly being online and not a walk in store.
Order dispatch: Orders are booked for collection on Monday, Thursday and Friday.
Timeline: JHB / PTA: 1 - 2 working days / Nationwide: 3 - 5 working days.
CARRIAGE OF GOODS & RECEPTION
The goods travel at the risk of the recipients to whom it belongs to check the good condition at the time of delivery. A defective part of the delivery cannot motivate the rejection. Any claim, to be valid, must be made in writing within 7 days after receipt of the goods.
In the event of a fall and degradation of the product, Mass Sport South Africa is not responsible for the degradation and does not authorize the buyer to benefit from damages, or to prosecute.
ORDER STORAGE
Mass Custom SA does not offer storage services. Any orders still in our possession for more than 30 days may be liable for storage fees.
In the event that a client has not made a pre-arrangement that Mass Sports stores and takes responsibility of a clients orders, we hold the right to charge storage fees before an order is released.
NON-COLLECTION
Any orders not collected or that are not delivered within 12 months will be seen as a non-collection. Any outstanding deposit or storage fees would also labeled as a non-collection until these fees are paid.
No items will be released unless the account is settled in full.
Any items not claimed within 12 months will then become property of Mass Custom SA and they may dispose or make use of the items in their discretion. Items wanting to be claimed after a period of time - If this is possible, the items may be claimed when storeage related fees are settled.
PRICING
Due to all Mass Sports products not being manufactured locally and all imported. The goods are imported and paid for in a foreign exchange. Due to exchange rate volatility and or any transport costs, Mass Sports South Africa reserve the right to adjust the final price of your order.
Deposits on orders – If a deposit is received and there is a change in the exchange between the US Dollar and Rand by 10% and more, Mass Sports South Africa reserve the right to request the client be liable to pay the difference when the balance is payable. This is due to the import cost, as well as, transport costs being higher at the time your order is shipped. The same applies if transport costs differ at the time of shipping.
CUSTOMER SUPPORT
Mass Custom SA and it's representatives will do their best to provide all it's clients with the best support to our ability to ensure client satisfaction.
Mass Custom SA is owner managed and is growing, please allow 2-3 working days for general support whilst the brand grows. We can ensure you that customer service and satisfaction is a main priority.
No abuse will be tolerated. Any abuse by means of unruly and disrespectful actions towards Mass Custom SA and any of it's representatives will forfeit our customer support going forward.