Bison customers are protected by our Fitment Guarantee when measured by an Authorized Measurement Partner (AMP) or when monitored during a Virtual Measurement Session (VMS), so long as the Fitment Guarantee Pre-Checklist has been completed and submitted. This guarantee states that the item provided to the customer will allow proper mobility, protection and performance. Although this guarantee represents the highest level of coverage in the industry, it is not intended to cover the following:

• “Fine-tuning” of design, features or fit.
• Alterations made to accommodate customer weight fluctuations or growth.
• Loose areas which do not represent safety concerns (example: Looseness in a suit torso or upper arms/legs).
• Variance in fit due to estimates made for items such as air vests which were not worn during the measurement process. In other words, if you did not measure with an air vest on we cannot fully guarantee that the vest will fit perfectly in your suit based on estimated dimensions.
• Addressing tight areas prior to any break-in attempts.
• Any alterations to be made following a crash.
• Stock Size Gloves

In the case that a customer has a fitment issue which is deemed to restrict mobility or hinder protection, the claim process will be initiated. If the issue is deemed to be due to mis-measurement, Bison will cover the cost of alteration or replacement. If a customer provides measurements on their own without submitting the Fitment Guarantee Pre-Checklist we can only guarantee that the product is made according to the measurements provided.

If the product is replaced the customer will return the item for exchange. If an item is replaced the item returned must be in new and unused condition, with all original parts, (i.e. knee pucks, elbow pucks, and armor), unless otherwise authorized by Bison. Should the item be damaged or be missing parts upon return, the customer will be responsible for the entire cost of the missing item. Should the item be damaged due to a crash, the customer will be responsible for the entire cost to repair the damage. If a suit or gloves are replaced, Bison reserves the right to repurpose or resell the customer’s original item to recoup some of its costs. In these cases we will make our best attempt to re-patch and recolor the item to differentiate it from the customer’s original design. Remade items are not shipped to the customer until we receive the first item back.

If the customer was measured by an Authorized Measurement Partner, Bison will take care of the shipping. Customers who took their own measurements will be responsible for shipping to and from an alteration shop, if needed. This includes those who took measurements with video call assistance.

Filing a claim:

Starting a Fitment Guarantee claim is easy, although we do require some information to help us properly resolve your claim the first time! Simply fill out the Issues Resolution (IR) Intake Form and explain ALL of your concerns. Be thorough! 

You must include overall photos of you wearing the item in a normal resting/standing position as well as a riding position. We also ask that you take specific photos of the areas causing you concern. We will review your photos and notes and let you know about the next steps. Upon review, we may ask that you retake some measurements and/or join us on a video call so we can see the item “in action” and ask you more specific questions. 

Determining alteration vs. replacement:

Final decision whether to alter an item or replace it will be made exclusively by the Bison team. Things that will be considered when making that determination:

1. Can the item be repaired or altered in a way that performs as if it came from the factory?
2. Is the repair or alteration going to be 100% structurally sound once complete? Large alterations to structural areas may result in a complete replacement item.
3. Is the alteration (including shipping) cost-effective as compared to ordering a new product?
4. Is there a hard deadline on the resolution? If the price to repair is similar to replacing the product, we then look at the deadline and choose the most appropriate option. Replacement is ideal in these situations; however, due to time constraints, the customer/Bison may choose to move forward with alteration so long as the alteration is deemed safe.

Expectations from customer:

1. If the proper steps were not taken to ensure accurate measurements at the time of order (including watching the YouTube measurements video in full with their measuring partner, scheduling a video call or visiting an Authorized Measurement Partner), customer participation may be necessary in the resolution of a fitment issue.
2. Fitment concerns must be raised within the first 30 days of receiving the product.
3. Bison Issues Resolution (IR) Intake Form must be completed thoroughly. If the item is sent out for alteration and the customer then notifies us of a secondary issue not noted on the initial intake form, coverage of the secondary issue may be denied.
4. Photos of any workmanship or fitment issues must be provided with the IR Intake Form. This includes photos of the item on and off the body, and in various positions on and off the motorcycle (at minimum, standing front/back/side and riding position front/back/side). Overall photos of the item must be provided for evaluation, and to verify that no crashes have occurred. 
5. The wearer must be willing to schedule a video assessment or visit an Authorized Alterations Partner (AAP) to get a thorough understanding of what needs to be done.
6. Customers who measure themselves via a Virtual Measurement Session are responsible for shipping the item to and from the alteration shop or Bison HQ.

Resolution expectations:

“We’re human but we promise to give you our best efforts!”

We feel it is important for us to be up-front and transparent about the variables that go into the process of resolving concerns you may have. In some cases involving alterations, there may be slight visible differences from the factory look. Even in cases where an item is remade, it can be normal to have some variances in things like color shade, printed elements, logo sizes, even assembly details between the first item and remake. These factors can be attributed to the fact that color varies slightly in different leather hides and because all custom items are hand-assembled to look as close as possible to the 2-dimensional design draft.  

Remember there are no refunds on custom products once they go into production; however, we will do everything in our power to make the situation right for you. Sometimes this means more than one alteration or even a remake following an alteration attempt. We recognize that cases requiring a second attempt are very rare and frustrating for everyone involved, so these situations are marked top-priority and expedited as quickly as possible through the internal process at Bison.

Bison reserves the right to make final judgment on any Issues Resolution (IR) case. IR cases may be closed without resolution due to lack of cooperation or communication from the customer, or if the customer’s requests for resolution are unrealistic and no apparent compromise can be made. In these situations, an email will be sent outlining the reason for Bison’s decision to close the case, at which time the customer may be given another opportunity to resume the resolution process.

At Bison, our goal is 100% customer satisfaction in all Issues Resolution cases with a time frame goal of 30 days. We strive to have the best customer experience personnel and processes in the industry standing behind the best gear for your money! WE APPRECIATE YOU!

For more information, please familiarize yourself with our complete Fitment Guarantee Policy, including our Fitment Guarantee Pre-Checklist and our Bison Fitment Guarantee Agreement.