Refund policy
This policy is an extract from our Terms and Conditions of Sale and Website Use (Version 1.2, effective 28 September 2026) and covers returns, exchanges, refunds and faulty items. Clause numbers match the full Terms and Conditions, which apply in full and take precedence over this extract. Capitalised words have the meanings given in section 2 of the full Terms.
At a glance
- Changing your mind: Collection and Curated Pieces carry a 14-day statutory right to cancel. Collection Pieces may alternatively be exchanged within that period, subject to availability. Custom Pieces are made to your specification and cannot be cancelled, returned, exchanged or refunded once we have sent the Work Order Confirmation, except where your statutory rights in relation to faulty goods apply.
- Return condition: returned pieces must be unused and in the condition in which you received them, with tags, protective films, dust bag, packaging and any accompanying cards. We may reduce your refund to reflect any reduction in value caused by handling beyond what is needed to examine the piece as you would in a boutique.
- Faulty items: your statutory rights under the Consumer Rights Act 2015 are unaffected by anything in these Terms. Every piece is additionally covered by our 12-month Guarantee against defects in materials and workmanship, subject to our reasonable use policy.
3. Our three product categories at a glance
3.1 We sell three categories of product. The category of each item is stated on its product page and in your Order Acknowledgement. The category determines when your Contract is formed, how quickly your piece is dispatched, whether you can change your mind, and how returns are handled. The table below summarises the position; the detailed rules in sections 8 to 18 apply.
| Collection | Curated | Custom | |
|---|---|---|---|
| What it is | Our standard range, made to our own designs and offered in standard colours and options chosen from a pre-defined menu. | Strictly limited runs or numbered editions of our own designs, held in stock. Not made to your specification. Once sold out, they are not repeated. | Fully bespoke, one-of-a-kind pieces designed and made to your Specification, customised from top to bottom. |
| How you order | Through our Site. | Through our Site. | Through the Commission process in section 10, with the Order placed through our Site. |
| Payment | In full when you place your Order. | In full when you place your Order. | In full when you place your Order, before any work begins. |
| When the Contract is formed | When we dispatch the item and send you a Dispatch Confirmation. | When we dispatch the item and send you a Dispatch Confirmation. | When we send you the Work Order Confirmation, normally within 24 hours of your Order. |
| Typical dispatch | Within 5 to 7 days of your Order. | Same or next Business Day after your Order. | On completion, typically 4 to 6 weeks after the Work Order Confirmation. |
| 14-day statutory right to cancel (change of mind) | Yes. | Yes. Refund only. | No. Custom Pieces are made to your specification and are exempt from the statutory right to cancel. Non-cancellable and non-refundable from the Work Order Confirmation. |
| Exchanges | Yes, within the 14-day period, subject to availability and the Return Condition Standard. | No. | No. |
| Faulty or misdescribed items | Full statutory rights (section 17). | Full statutory rights (section 17). Replacement may be impossible once an edition has sold out, in which case repair, price reduction or refund applies. | Full statutory rights (section 17), measured against the Specification. Replacement will usually be impossible; repair, price reduction or refund applies. |
| Guarantee | 12 months, subject to the reasonable use policy (section 18). | 12 months, subject to the reasonable use policy (section 18). | 12 months, subject to the reasonable use policy (section 18). |
| Availability | Ongoing, subject to stock and materials. May be restocked. | Until the run or edition is sold. Never restocked. | Unique to you. |
3.2 Choosing standard options is not personalisation. Selecting a colour, hardware finish, size or other option from the standard choices offered on a product page does not make an item "personalised" or "made to your specification". Collection and Curated Pieces ordered with standard options keep the full rights described in section 13.
3.3 Personalisation of Collection or Curated Pieces. If we offer an optional personalisation service (for example, embossing of initials) on a Collection or Curated Piece, the personalised item is made to your specification. The statutory right to cancel does not apply to a personalised item, and it cannot be returned or exchanged for change of mind. We will make this clear on the product page and at checkout before you order. Your statutory rights in relation to faulty goods are unaffected.
3.4 If a category is unclear. If an item's category is not stated or is unclear, please contact us before ordering. In the absence of any statement, an item is a Collection Piece.
13. Your right to change your mind: 14-day returns
13.1 Who has this right. If you are a Consumer and you buy a Collection Piece or a Curated Piece from us, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the Contract and return the item, without giving a reason, within the period described in clause 13.2. This right does not apply to Custom Pieces or to personalised items (clauses 3.3 and 10.7), or to gift cards that have been redeemed. We do not offer any returns period beyond the statutory 14 days.
13.2 How long you have. The cancellation period ends 14 days after the day on which you, or a person you have nominated to receive delivery (other than the courier), receive the item. If you ordered several items in one Order and they are delivered on different days, the cancellation period for all of them ends 14 days after the day on which you receive the last of them.
13.3 How to cancel. To cancel, you must tell us that you have decided to cancel before the cancellation period ends. You can do this by:
- emailing us at hello@bynde.com, quoting your order number (this also starts the returns process described in section 15);
- completing and sending the model cancellation form in Annex A; or
- writing to us at BYNDE LTD, Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ.
You do not have to use the model form, but your message must make clear that you are cancelling and must identify your Order. Your cancellation is effective on the day you send it, even if we receive it later. If you cancel by email we will acknowledge receipt without delay.
13.4 Returning the item. You must send the item back to us without undue delay and in any event no later than 14 days after the day on which you told us you were cancelling. You are responsible for the direct cost of returning the item, and for the item until it reaches us. We do not offer a collection service. Section 15 explains how to return an item and why we require you to use a tracked and insured service.
13.5 What we refund. Where you cancel the whole of an Order, we will refund the Price you paid for the item(s) together with the standard delivery charge you paid, if any. If you chose a delivery option that cost more than our least expensive standard delivery option, we will refund only the cost of the least expensive standard option. If you cancel in respect of some items only and keep others, we will refund the Price of the cancelled items but not the delivery charge, because the delivery was still required for the items you kept.
13.6 Deductions for handling beyond what is necessary. The law permits you to handle the item to the extent necessary to establish its nature, characteristics and functioning, as you would be permitted to do in a boutique. If the value of the item is reduced as a result of handling beyond that, we may deduct an amount reflecting that reduction in value from your refund. Section 14 explains what handling is acceptable, how we assess returned items and how deductions are calculated. If we have already refunded you before we discover that the value of the item has been reduced, we may recover the amount of the deduction from you.
13.7 When we refund. We will make the refund without undue delay and in any event within 14 days after the day on which we receive the item back from you or, if earlier, the day on which you provide us with evidence that you have sent the item back to us. We may withhold the refund until we have received the item back or you have provided that evidence, whichever is earlier. Refunds are made in accordance with section 16.
13.8 Exchanges instead of a refund. If you cancel a Contract for a Collection Piece, you may ask for an exchange instead of a refund, subject to clause 16.8. Exchanges are not available for Curated Pieces (clause 9.7).
13.9 Please do not use the item while you decide. If you are unsure whether to keep a piece, please keep the swing tag attached and the protective films in place, keep all packaging, and follow the handling guidelines in section 14 until you have decided. Using the item, even once, is not necessary to establish its nature, characteristics or functioning, and will reduce your refund.
14. Return condition standard and handling guidelines
14.1 Why we have this standard, and how we apply it. Every piece we sell is sold as new and unused, and our customers rightly expect to receive it in that condition. A returned piece can only be resold as new if it comes back to us in exactly the condition in which it left us. This section sets out how you may handle a piece while deciding whether to keep it, what we expect to receive back, how we assess returned items and how any deduction is calculated. We apply this standard strictly and consistently to every return. It applies to returns under section 13 and to exchanges under clause 16.8. It does not apply to items returned because they are faulty (section 17), except that we will assess whether damage reported as a fault was in fact caused by use or handling.
14.2 Handling guidelines: examination versus use. During the cancellation period you may examine a piece as you would in a boutique. The table below explains the difference between examining a piece, which is acceptable, and using it, which is not.
| Acceptable: examining the piece | Not acceptable: using the piece |
|---|---|
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|
14.3 What we expect to receive back. A returned piece meets the Return Condition Standard only if it is received by us:
- unused, unworn, unaltered, clean and free of marks, scuffs, scratches, creases, stains, odours (including perfume and smoke) and any evidence of use or of handling beyond examination;
- with the swing tag and any security seal attached and intact, and with the protective films on hardware in place;
- in its original dust bag, box, tissue and protective wrapping, with the box undamaged and not used as the outer shipping carton;
- with all accessories supplied with it, including detachable straps, pouches, mirrors, key fobs, padlocks and keys, spare parts and any inserts;
- with the authenticity card, edition card, care card and any other accompanying documents; and
- with the returns reference or cancellation form enclosed (section 15).
14.4 How we assess returned items. Every returned piece is unpacked and inspected by our atelier team under proper lighting, and photographed on receipt. We check the piece against the standard in clause 14.3 and against the condition in which it was dispatched, which we record before dispatch. We aim to complete our assessment within 5 Business Days of receipt and will then confirm the outcome to you by email, including the reasons for any deduction and, on request, the photographs on which we have relied. If you disagree with our assessment, you may raise it with us under section 24.
14.5 How deductions are calculated. Where a returned piece has been handled beyond what is necessary to establish its nature, characteristics and functioning, we will deduct from your refund an amount reflecting the resulting reduction in the value of the piece. The deduction reflects the difference between the Price of the piece as new and the value at which we could reasonably sell the piece in the condition in which it was returned, taking into account the cost of any restoration, re-tagging or re-packaging and, where the piece can no longer be sold as new, the reduction in what it is worth. The deduction will never exceed the Price. The following bands are indicative of the deductions typically applied; the actual deduction in each case reflects the reduction in value of the particular piece.
| Condition on return | Typical examples | Indicative deduction |
|---|---|---|
| Meets the Return Condition Standard in full. | Returned exactly as dispatched. | None. |
| Minor departures that do not affect the piece itself. | Swing tag detached but enclosed; protective film removed; tissue, box or card missing or damaged. | The reasonable cost of re-tagging or replacement packaging, typically up to 10% of the Price. |
| Evidence of handling beyond examination or of light use. | Faint marks or light scuffing to corners, base or handles; light scratching to hardware; creasing or impressions from contents; perfume or smoke odour; handle darkening. | Typically 25% to 50% of the Price, reflecting that the piece can no longer be sold as new. |
| Clear use, damage or contamination. | Colour transfer; stains, water marks or cosmetic contamination; scratches, gouges or scuffs to leather or hardware; damage to lining or stitching; missing components; alteration, cleaning or attempted repair; strong odours. | Typically 50% to 100% of the Price, reflecting the cost of restoration where possible and the substantially reduced or nil resale value of the piece. |
14.6 Exchanges. A piece returned for exchange under clause 16.8 must meet the Return Condition Standard in full. If it does not, we will treat the return as a cancellation and refund you under section 13, subject to any deduction under clause 14.5, rather than dispatching the replacement.
14.7 Packaging is part of the piece. Our dust bags, boxes and accompanying cards are part of what you buy and are needed for the piece to be resold as new. Please keep them until you have decided to keep the piece, and return them with it.
14.8 Items returned that are not ours or are not the item ordered. If a returned item is not the item we dispatched under the Order, is counterfeit, or has had components substituted, we will not refund it, we will hold it pending your instructions and we may report the matter to the relevant authorities.
15. How to return an item
15.1 Step 1: request a returns reference. Email hello@bynde.com with your order number, the item(s) you wish to return and whether you would like a refund or, for a Collection Piece, an exchange. We will email you a returns reference and return instructions. For returns under your statutory right in section 13, requesting a returns reference is not a condition of cancelling: you may instead notify us in any of the ways described in clause 13.3, but a returns reference helps us to identify and process your return quickly and to provide customs documents for international returns.
15.2 Step 2: pack the item. Place the item in its dust bag and original box with all packaging, accessories and documents (clause 14.3), and enclose your returns reference or the completed cancellation form. Place the box inside a sturdy outer shipping carton with protective padding. Please do not attach labels or tape to the product box and do not use the product box as the shipping carton.
15.3 Step 3: send the item. Send the parcel to: BYNDE LTD (Returns), Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ, United Kingdom. Please do not send returns to our registered office (clause 1.3). We do not offer a collection service and do not accept returns in person. You are responsible for the item until it reaches us, so you must use a tracked service, insured for the full value of the item, and keep your proof of postage and tracking number. We are not responsible for returns that are lost or damaged in transit, and we will be unable to refund an item that does not reach us unless you can provide evidence that you sent it. Clause 12.7 applies to returns from outside the UK.
15.4 Step 4: we inspect and confirm. We will email you when we receive your return and again when we have completed our assessment under clause 14.4. We will then process your refund or exchange in accordance with section 16.
15.5 Returns without a reference. Returns sent without a returns reference or cancellation form will still be processed, but may take longer to identify and match to your Order.
16. Refunds and exchanges
16.1 How we refund. Refunds are made to the payment method used for the Order. If you paid with a gift card, the refund is made to a gift card. If you paid with Klarna, the refund is processed through Klarna in accordance with clause 7.7.
16.2 When we refund. Refunds under your statutory right in section 13 are made within the period in clause 13.7. Refunds for faulty items are made within 14 days of our agreeing that you are entitled to a refund. Refunds for Orders we do not accept, or that are withdrawn or cancelled before acceptance, are made within 14 days. Once we have issued a refund it may take several days to appear on your statement, depending on your bank or provider.
16.3 What is refunded. The amount refunded depends on the basis of the refund:
- Statutory cancellation (section 13): the Price of the cancelled item(s) and, where you cancel the whole Order, the standard delivery charge (clause 13.5), less any deduction under clause 14.5. Return costs are not refunded.
- Faulty, damaged or misdescribed items (section 17): the Price, the delivery charge paid and the reasonable cost of returning the item, where a refund is the applicable remedy.
- Orders we do not accept, or that are withdrawn or cancelled before acceptance (clauses 6.6, 6.9, 7.4, 8.3, 10.5 and 11.3), and Contracts we cancel (clauses 10.9, 10.10 and 23.3): everything you paid for the item(s) concerned.
16.4 Currency. Refunds are made in the currency in which you paid, for the amount charged to you in that currency. We are not responsible for any difference arising from changes in exchange rates, or for any fees charged by your bank or card issuer.
16.5 Promotions. Refunds of items bought under a promotion are calculated on the amount you actually paid, and clause 7.9 applies.
16.6 Gifts. Refunds are made to the purchaser (clause 6.11).
16.7 Duties and taxes. Import duties, taxes and charges paid in the destination country are not refunded by us (clause 12.7).
16.8 Exchanges (Collection Pieces only). If you cancel a Contract for a Collection Piece within the 14-day period in clause 13.2, you may ask us to exchange it for a different colour, option or design of Collection Piece instead of refunding you. Exchanges are subject to availability and to the Return Condition Standard (clause 14.6). We will dispatch the replacement after we have received and inspected the returned item. If the replacement is more expensive, you must pay the difference before dispatch; if it is less expensive, we will refund the difference. The replacement is supplied under a new Contract formed on dispatch, and it carries a new 14-day period under section 13. You are responsible for the cost of returning the original item; we will not charge for delivery of the first replacement to a UK address. We may limit the number of exchanges on any Order. Exchanges are not available for Curated Pieces, Custom Pieces or personalised items.
17. Faulty, damaged or misdescribed items: your statutory rights
17.1 We are under a legal duty to supply goods that conform to the Contract. Under the Consumer Rights Act 2015, every item we sell to a Consumer must be of satisfactory quality, fit for its purpose and as described (for a Custom Piece, as described in the Specification). Nothing in these Terms affects these rights. In summary, if an item is faulty or does not conform to the Contract:
- within 30 days of delivery, you can reject it and receive a full refund;
- after 30 days and within six months of delivery, you are entitled to a repair or replacement and, if that is not possible or does not resolve the problem, to a refund (in most cases in full) or a price reduction; during this period a fault is presumed to have been present at delivery unless we can show otherwise;
- after six months, you are still entitled to a repair, replacement, price reduction or partial refund if the item was faulty at delivery or does not last a reasonable length of time, although you may need to show that the fault was present at delivery, and any refund may be reduced to reflect the use you have had of the item. Claims may be brought for up to six years after delivery in England, Wales and Northern Ireland, and five years in Scotland.
17.2 What is a fault. A fault is a defect in the materials or workmanship of a piece, or a failure of the piece to match its description, that is present at delivery (even if it only becomes apparent later). Examples include stitching that unravels, edge paint that lifts or cracks, hardware that breaks or fails, lining seams that split, and leather that cracks, delaminates or loses its finish under Normal Use.
17.3 What is not a fault. The following are not faults and are not covered by your statutory rights or our Guarantee: (a) the natural characteristics of leather and hand-made construction described in section 5, including variations in grain, colour and markings, patina and softening; (b) normal wear and tear, including surface marks, corner and base wear, handle darkening and light marking or tarnishing of hardware with use; (c) colour transfer to or from other items, except where caused by a defect in the dyeing or finishing of the leather; (d) damage caused by accident, misuse, overloading, neglect, exposure to water, heat, sunlight, chemicals, cosmetics or perfume, improper storage, or failure to follow the Care Guide or the reasonable use policy in clause 18.3; (e) damage caused by cleaning, treatment, alteration or repair carried out by anyone other than us or a specialist we have recommended in writing; and (f) for a Custom Piece, any feature that conforms to the Specification as approved by you.
17.4 How to tell us about a fault. Please email hello@bynde.com as soon as you become aware of a problem, giving your order number, a description of the fault and clear photographs. We may ask you to return the item to our Studio so that our atelier team can assess it. Where an item is returned to us for assessment of a reported fault, we will provide a pre-paid, tracked returns label for UK addresses and will reimburse the reasonable cost of a tracked, insured return from addresses outside the UK. Please empty the piece before returning it; we are not responsible for any contents.
17.5 Assessment. We aim to assess a reported fault within 10 Business Days of receiving the item. We will tell you in writing what we have found and what remedy is available. If our assessment is that the problem is not a fault (for example, because it is wear and tear or damage described in clause 17.3), we will explain why and, where possible, offer a chargeable repair under section 19. If you do not wish to proceed with a chargeable repair, we will return the item to you, and we may charge our standard delivery rate to do so where the item was returned at our cost for assessment of a problem that was not a fault. Where the cause of a problem is genuinely disputed, we may propose an assessment by an independent leather-goods specialist.
17.6 Remedies. Where an item is faulty we will provide the remedy to which you are entitled by law, as summarised in clause 17.1. Where you are entitled to a repair or replacement, we may choose whichever is possible and proportionate; a repair will be carried out by our atelier within a reasonable time and without significant inconvenience to you. Because Curated and Custom Pieces are limited or unique, replacement may be impossible, in which case the available remedies are repair, a price reduction or a refund. A refund for an item rejected more than six months after delivery may be reduced to reflect the use you have had of it.
17.7 Damaged in transit. If your piece arrives damaged, please tell us in accordance with clause 11.9. We will replace it where possible or refund you, and we will deal with the courier ourselves.
17.8 Wrong item. If we send you the wrong item, we will provide a pre-paid returns label at our cost and send the correct item or, if you prefer, refund you in full.
17.9 Our Guarantee is in addition. Our Guarantee in section 18 is in addition to, and does not replace, your statutory rights.
Annex A - Model cancellation form
Complete and return this form only if you wish to cancel a Contract for a Collection Piece or a Curated Piece under your statutory right in section 13. You do not have to use this form: you may instead cancel by emailing or writing to us, as described in clause 13.3.
To: BYNDE LTD, Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ, United Kingdom
Email: hello@bynde.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]:
______________________________________________________________________
Order number: ______________________
Ordered on [*] / received on [*]: ______________________
Name of consumer(s): ______________________________________________
Address of consumer(s): ___________________________________________
______________________________________________________________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________
[*] Delete as appropriate.
Annex B - Returns checklist
A quick reference for customers returning a Collection or Curated Piece under section 13. The full Return Condition Standard in section 14 applies.
- Email hello@bynde.com within 14 days of delivery to cancel and request a returns reference (section 15).
- Confirm the piece is unused, unworn, clean and free of marks, scuffs, creases, stains and odours.
- Check the swing tag and any security seal are attached and the protective films on the hardware are in place.
- Place the piece in its dust bag and original box, with the tissue and protective wrapping.
- Include all accessories: detachable straps, pouches, mirrors, key fobs, padlocks and keys, spare parts and inserts.
- Include the authenticity card, edition card, care card and any other documents supplied.
- Enclose the returns reference or the completed cancellation form (Annex A).
- Pack the product box inside a separate, sturdy outer carton with padding. Do not attach labels or tape to the product box.
- Send within 14 days of cancelling, by a tracked service insured for the full value, to BYNDE LTD (Returns), Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ, United Kingdom. Keep your proof of postage.
- For returns from outside the UK, mark the customs declaration "Returned goods - British origin" and quote your returns reference (clause 12.7).