Terms and Conditions
If you are considering ordering from us, please take the time to read our Terms and Conditions of sales and commissions
These must be accepted before applying for any custom order quote
By agreeing to the below terms and conditions when requesting a quote, you are agreeing by law to abide by them throughout the process of any purchase or commission of any product from Kloofsuits. These terms are in place to protect both the seller and the buyer where possible, and to help maintain a steady work schedule, so that projects are completed in a timely manner, by their estimated completion date. Any breach of these terms may result in cancellation of the project or sale, and a partial or full refund given upon review of the breach, and stage of the project's completion.
We will not complete any sales or custom orders with anyone under the age of 18 years. If you have applied for a quote, you agree that you are over the age of 18, and have to agree to these terms and conditions.
Additionally, we will not create any work that is of an adult nature or for adult use. Should you wish to have your costume altered following purchase, by another individual (in any way at all), it will void the warranty and we will refuse to conduct any additional work on the suit regardless of payment. This is purely a way that we work, and we will not make any exceptions to this rule.
Payment is accepted through Bank Transfer (preferred) and PayPal at this time. All costs are in Great British Pounds (GBP) and all payments must be sent this way – PayPal will automatically convert from your default currency when money is sent in GBP. Please use this currency converter for approximate conversions.
Payment plans are accepted on higher value items, but these must be arranged with us in advance of the purchase, at the start of the quoting phase and will involve a 30% non-refundable deposit and must be no longer than three or five months from date of deposit to date of completion - no exceptions. (the payment plan period is determined before the commission opening date)
If the deposit is not received by the due date, the project slot may be forfeited and offered to someone on the waiting list.
Shipping costs are not included in the initial quote and will be calculated upon completion of the product, and will need to be paid before the product is shipped. We only ship fully tracked and insured, from the UK.
If the client does not wish to complete the order, only a partial refund will be issued which will depend on how much work the project has already taken. This is calculated by the deposit, plus a percentage of the remaining cost relative to the percentage of work completed. Alternatively, if deemed possible, Kloofsuits may be able to alter and sell the completed work and refund the client all but the deposit.
We reserve the right to cancel an order at any time if the client becomes unreasonable to work with, which may result in partial or full refund.
All materials are of the highest quality, and will be sourced by ourselves unless special circumstances have been agreed upon during the quoting stage. We will do our very best to source the most accurate colour matches, and will remain in contact with the client with regards to any decisions throughout the duration of the project. Please request any specific materials in the quoting stage if you have anything in particular you would like us to use, otherwise we reserve the right to refuse the request or require an additional charge for specific materials.
What we need from you
Each product will have a different range of measurements required, and/or a duct tape dummy. Please see the commissions page for the required information for each project type. Without accurate measurements, we are unable to produce a well-fitting product. If an inadequate DTD or incorrect measurements are provided, we will not accept any responsibility for sizing issues.
Once the project is in progress, photos will be sent throughout the process, and every major stage will need to be fully approved by the client before proceeding. For example, we will not move on to patterning and fur on a fursuit head until full confirmation is received that the foam work is adequate. Any additional changes requested after approval may be subject to an additional charge,
Shipping prices will vary depending on the size and weight of the item, as well as where it’s being shipped to. All goods ship from the UK, so international fees will be considerably more. On custom orders, the cost of shipping will not be included in the agreed payment, and will be calculated upon completion. We reserve the right to ship via any shipping method we choose, though this may be discussed with the client for their preference. Higher value items must be shipped fully tracked and insured.
We do not accept any loss or damage of any items during shipping, and any such incidents will have to be claimed through the courier.
Any defects or faults/damage upon receiving the product must be raised with us within 14 days of standard shipping in the UK and 28 days international, or within 7 days of receipt of tracked goods.
All products are entitled to 3 months warranty for minor repairs due to manufacturing defects, or damage deemed to be as a result of inadequate manufacturing quality by ourselves. We will not honour a warranty where there is evidence of the intentional damage or modification, and a fee may be charged to repair. As everything is hand crafted, some things may be fragile, and all products must be treated with care – most products will come with a care guide.
All Shipping must be paid by the buyer, unless agreed otherwise. Outside of the warranty, repairs will be charged at an hourly rate plus material costs. We will request clear photos of the issue prior to receiving the product, and will do our best to advise
Returns are generally not accepted outside of exceptional circumstances, though it is up to our discretion as to whether the circumstances warrant a return, either for full or part refund. All products will be thoroughly detailed in their description, as each item is unique and hand crafted. All photos will be of the exact product for sale, so the buyer can see exactly what they will receive before purchasing.
In the event of made-to-order projects, full photographs and descriptions will be provided prior to shipping the product to ensure full understanding as to it's condition.
Any returns request will be dealt with on an individual basis. We reserve the right to decline any returns if the reason given appears inadequate to warrant a return. Similarly, the refund amount will be undecided until the product is received to be inspected, and an assessment made.
Kloofsuits works from a smoke-free and pet-free workshop. We do keep pets at home so dander may be present on clothing when we get to the workshop. Please contact us with any concerns regarding allergies, and if your allergy is severe, please do not risk use of our products.
All wait times will vary, particularly on any custom orders. We will remain in contact regarding wait times, and reserve the right to refuse any deadlines. We may be able to aim for a date, but we can by no means guarantee it. If you harass us about any particular completion date, we reserve the right to cancel the order and issue a refund at our discretion.
Costumes will usually be accepted on a three or six month basis. Approximate dates will be given regarding the start time of the project, and estimated finish dates. These are never guaranteed, and are only estimates based on current working conditions.
We will attempt to ship any pre-made items within 3 working days of receipt of cleared payment, and shipping times will vary depending on the selected courier and location of the buyer.