Terms of service
Terms and Conditions of Sale and Website Use
BYNDE LTD - Version 1.2 - Effective from 28 September 2026
These Terms and Conditions ("Terms") govern every purchase you make from BYNDE LTD, whether through our website or through a bespoke Commission, together with your use of our website. Please read them carefully before you place an order. By placing an order you confirm that you have read, understood and agree to these Terms. If you do not agree to these Terms, please do not place an order.
Key points at a glance
This summary is provided for convenience only. The full Terms below apply and take precedence over this summary.
- Who you are buying from: BYNDE LTD, company number 16946451, registered in England and Wales. Registered office: 1 Garthorp Road, Manchester, England, M23 0AT. Studio, returns and correspondence address: Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ. Contact: hello@bynde.com.
- When your contract with us is formed: for Collection and Curated Pieces, only when we dispatch your item and send you a Dispatch Confirmation. Our automated order acknowledgement and the taking of payment are not acceptance of your order. For Custom Pieces, the contract is formed when we send you a Work Order Confirmation, normally within 24 hours of your order.
- Three categories of product: Collection (our standard range, offered in standard colour and option choices, dispatched within 5 to 7 days), Curated (strictly limited runs held in stock for immediate dispatch and not repeated once sold out) and Custom (fully bespoke, one-of-a-kind pieces made to your specification, typically 4 to 6 weeks in the making).
- Payment: payment in full is taken when you place your order, for every category of product. No work begins on a Custom Piece until payment in full has been received.
- 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.
- Natural materials: leather is a natural material. Variations in grain, markings and colour tone, the development of a patina over time and the potential for colour transfer are characteristics of the material, not defects.
- International orders: we deliver internationally. Unless duties and taxes are shown and collected at checkout, you are responsible for any import duties, taxes and customs charges levied in the destination country.
Contents
- About us and these Terms
- Definitions and interpretation
- Our three product categories at a glance
- Using our Site
- Our products: natural materials, variation and care
- Placing an order and when a contract is formed
- Prices and payment
- Collection Pieces
- Curated Pieces
- Custom Pieces (bespoke commissions)
- Delivery
- International orders
- Your right to change your mind: 14-day returns
- Return condition standard and handling guidelines
- How to return an item
- Refunds and exchanges
- Faulty, damaged or misdescribed items: your statutory rights
- Our 12-month Guarantee and reasonable use policy
- Repairs, aftercare and uncollected items
- Intellectual property and brand protection
- Privacy and personal data
- Our responsibility for loss or damage
- Events outside our control
- Complaints and dispute resolution
- General legal terms
- Governing law and jurisdiction
Annex A - Model cancellation form
Annex B - Returns checklist
1. About us and these Terms
1.1 Who we are. We are BYNDE LTD, a private limited company registered in England and Wales under company number 16946451. Our registered office is at 1 Garthorp Road, Manchester, England, M23 0AT. Our studio and trading address is Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ (our "Studio"). We are not currently registered for VAT. References in these Terms to "we", "us" and "our" are to BYNDE LTD, and references to "you" and "your" are to the person placing an order with us or using our Site.
1.2 How to contact us. All customer service, support, complaints and other contact is by email at hello@bynde.com. We aim to respond within 2 Business Days. You can also write to us at BYNDE LTD, Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ. We do not offer telephone support. Our Studio is a working atelier and is not open to the public; visits are by prior written appointment only, between 9am and 5pm on Business Days.
1.3 Where to send returns and correspondence. Please send all returns, exchanges, Guarantee and repair items, swatches and samples, complaints, accounts and invoicing queries, legal notices and any other correspondence to our Studio address in clause 1.1. Our registered office is an administrative address only. Items or letters sent to the registered office will not reach our team promptly, and parcels sent there may be refused, returned to you or lost. We do not accept responsibility for items sent to the wrong address.
1.4 How we will contact you. If we need to contact you we will do so by writing to you at the email address or postal address you provided with your order. "Writing" and "written" in these Terms include email and other electronic messages.
1.5 What these Terms cover. These Terms apply to (a) every Order for goods that you place with us through our Site, including Orders for Custom Pieces placed through the Commission process in section 10; and (b) your use of our Site. Separate written terms apply to wholesale, trade and business-to-business supply.
1.6 Consumers and business customers. These Terms are written for Consumers. If you are buying, or intend to use the goods, wholly or mainly for the purposes of a trade, business, craft or profession, the consumer protections described in these Terms (including the right to change your mind and the statutory remedies described in section 17) will not apply to you, and you must contact us before ordering so that we can supply you on our business terms.
1.7 You must be 18 or over. You may only place an Order if you are at least 18 years old and legally capable of entering into a binding contract.
1.8 Other documents that form part of these Terms. Our Privacy Policy, Cookie Policy, Shipping Policy, Refund Policy and Care Guide, each as published on our Site from time to time, form part of these Terms. If there is any inconsistency between those documents and these Terms, these Terms will prevail.
1.9 Your statutory rights are not affected. Nothing in these Terms affects your legal rights as a Consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Advice about your legal rights is available from your local Citizens Advice or Trading Standards office. Where these Terms give you rights that go beyond your legal rights (for example, exchanges and our Guarantee), those additional rights are subject to the conditions set out in these Terms.
1.10 Which version applies. We may update these Terms from time to time. The version in force at the time you place your Order (or, for a Custom Piece, at the time we issue the Work Order Confirmation) is the version that applies to that Order. Please print or save a copy for your records.
2. Definitions and interpretation
2.1 In these Terms the following words have the following meanings:
| Term | Meaning |
|---|---|
| Business Day | Monday to Friday, excluding bank and public holidays in England. |
| Care Guide | The product care and usage guidance published on our Site and supplied with our pieces, as updated from time to time. |
| Collection Piece | A piece from our standard, ongoing range, made to our standard designs and offered in a choice of standard colours, finishes and options selected from a pre-defined menu. Collection Pieces are identified as "Collection" on our Site. |
| Commission | The process described in section 10 by which you request, and we agree to make, a Custom Piece. |
| Consumer | An individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession. |
| Contract | The legally binding contract between you and us for the sale of an item, formed as described in section 6 (Collection and Curated Pieces) or section 10 (Custom Pieces). |
| Curated Piece | A piece produced in a strictly limited quantity, or as a numbered limited edition, which is identified as "Curated" on our Site. Curated Pieces are designed by us, are held in stock for immediate dispatch, are not made to your specification and are not repeated or restocked once sold out. |
| Custom Piece | A fully bespoke, one-of-a-kind piece designed and made to your Specification following a Commission. |
| Dispatch Confirmation | The written message we send to confirm that an item has been dispatched to you. For Collection and Curated Pieces, this is our acceptance of your Order. |
| Guarantee | Our voluntary 12-month guarantee (also referred to as our warranty) described in section 18. |
| Normal Use | Use and care of a piece in accordance with our reasonable use policy in clause 18.3 and the Care Guide. |
| Order | Your offer to purchase one or more items from us, placed through our Site or (for a Custom Piece) by approving a Specification and paying the Price in full. |
| Order Acknowledgement | The automated message we send to confirm that we have received your Order and payment. It is not acceptance of your Order. |
| Price | The price of an item as stated on our Site at the time of your Order or, for a Custom Piece, in our written quotation and Work Order Confirmation. Prices exclude delivery charges unless stated otherwise. |
| Return Condition Standard | The condition and handling requirements for returned items set out in section 14. |
| Site | Our website at bynde.com, its checkout, and any app, marketplace listing or other online sales channel operated by us. |
| Specification | The written description of a Custom Piece agreed between you and us before we issue the Work Order Confirmation, covering the design, dimensions, leathers, colours, hardware, lining, stitching, personalisation, tolerances and any other agreed detail. |
| Studio | Our premises at Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ. |
| Work Order Confirmation | The electronic communication we send to confirm that we have accepted your Commission and that your Custom Piece has entered the production phase. This is our acceptance of your Order for a Custom Piece and the point at which the Contract for that piece is formed. |
2.2 Interpretation. Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa. "Including" and "for example" mean "including without limitation". References to legislation include that legislation as amended, replaced or re-enacted from time to time.
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.
4. Using our Site
4.1 Availability of the Site. We do not guarantee that our Site, or any content on it, will always be available or uninterrupted. We may suspend, withdraw, restrict or change all or any part of our Site for business or operational reasons without notice.
4.2 Your account. You may be able to create an account with us. You are responsible for keeping your login details confidential and for all activity that takes place under your account. You must tell us promptly at hello@bynde.com if you know or suspect that someone else has used your account. We may disable any account at any time if, in our reasonable opinion, you have failed to comply with these Terms.
4.3 Accuracy of the information you give us. You must ensure that the details you provide when ordering (including your name, delivery address, contact details and payment information) are complete and accurate, and that you are authorised to use the payment method you provide.
4.4 Acceptable use. You must use our Site only for lawful purposes and for personal shopping. You must not: (a) use any automated tool, bot, script or software to access, monitor, copy or purchase from our Site; (b) attempt to gain unauthorised access to our Site, its servers or any connected systems; (c) introduce viruses or other harmful material; (d) reproduce, scrape or republish content from our Site; or (e) use our Site in any way that damages, disables or impairs it. We may block access and cancel Orders where we reasonably believe this clause has been breached.
4.5 Links to third-party sites. Our Site may contain links to third-party websites, including those of our payment, delivery and social media partners. We have no control over, and accept no responsibility for, the content or practices of those sites.
4.6 Reviews and content you submit. If you submit a review, comment, photograph or other content to our Site, or tag us or use our brand hashtags on social media, you confirm that the content is your own, is genuine, is not misleading and does not infringe anyone else's rights. You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, adapt and display that content on our Site and in our marketing, with credit to your account name where practicable. You may withdraw this permission at any time by contacting us, and we will stop using the content within a reasonable period. We may moderate, decline to publish or remove any content at our discretion. We do not publish reviews that we know to be fake or incentivised without disclosure.
4.7 Changes to the Site. We may change our Site, its content and the products, prices and services offered on it at any time.
5. Our products: natural materials, variation and care
5.1 Descriptions and images. We take care to describe and photograph our pieces accurately. However, the images on our Site are for illustration only. The piece you receive may vary slightly from the images because of the natural characteristics of leather, the hand-made nature of our products and the way images are displayed on different devices.
5.2 Colours. Colours are reproduced as accurately as screen technology allows, but we cannot guarantee that the colour shown on your device is an exact representation of the piece. Colour tone may also vary between hides and between dye lots, so a piece purchased at one time may differ slightly in tone from the same design purchased at another time.
5.3 Dimensions and weights. All dimensions, weights and capacities on our Site are approximate. Because every piece is cut and assembled by hand from a natural material, dimensions may vary by a small margin, typically up to 1 cm, from those stated. For a Custom Piece, any tolerances stated in the Specification apply.
5.4 Leather is a natural material. Our pieces are made from natural leather. Each hide is unique, and every piece will carry the individual character of the hide from which it was cut. The following are inherent characteristics of natural leather and are not defects:
- variations in grain, texture, pore pattern and surface sheen, including between different panels of the same piece;
- natural markings such as healed scars, veining, growth marks, stretch marks, insect bites, wrinkles and neck creasing;
- slight variations in colour tone, depth and finish between pieces, between panels and across a single panel;
- differences in hand-feel, suppleness and drape between hides, and a gradual softening of the leather with use;
- the natural scent of leather and of the tanning process, which diminishes over time;
- slight differences in the appearance of hand-finished edges, edge paint and hand-burnished areas.
5.5 Hand-made construction. Our pieces are made by hand. Minor variations in stitching, edge finishing, placement of hardware and the alignment of pattern or grain between panels are hallmarks of hand craftsmanship and are not defects.
5.6 Hardware. Metal hardware is plated or finished by hand and may show slight variations in tone between components. Hardware may be supplied with a protective film which we recommend you keep in place until you have decided to keep the piece. Plated hardware will develop light surface marks with use and may tarnish, dull or wear at points of contact over time; this is normal wear and is not a defect.
5.7 Patina and ageing. Leather changes with use. Handles darken with the natural oils of the hands, colours mellow, and the surface develops a patina that is unique to each owner. Lighter and untreated leathers show these changes more readily. Patina is part of the character of a leather piece and is not a defect.
5.8 Colour transfer. Light-coloured leathers can absorb dye from dark or unwashed garments, in particular denim, and from printed materials and cosmetics. Darker or brightly dyed leathers may transfer a small amount of colour to light-coloured garments in the early period of use. Both are characteristics of dyed leather and textiles and are not defects. Please take care with the garments and surfaces your piece comes into contact with, particularly when it is new.
5.9 Use and care. Your piece will last for many years if it is used and cared for properly. Please follow the Care Guide, which is supplied with your piece and published on our Site, and our reasonable use policy in clause 18.3. Damage caused by failure to follow the Care Guide or the reasonable use policy, by accident, by misuse or by normal wear and tear is not a defect and is not covered by your statutory rights or our Guarantee.
5.10 Swatches and samples. Any leather swatches or samples we sell or provide (including for a Commission) are indicative only. Because hides and dye lots vary, the leather used for your piece may differ slightly in tone, grain and texture from the swatch.
5.11 Availability and discontinuation. All items are subject to availability. We may discontinue or change any product, colour or option at any time. Curated Pieces are never restocked or repeated once sold out.
5.12 Edition numbering. Where a Curated Piece is a numbered edition, the edition number is allocated at dispatch and cannot be chosen or reserved. Edition cards and other accompanying documents form part of the piece and should be retained.
6. Placing an order and when a contract is formed
6.1 How to place an Order on our Site. To place an Order: (a) select the item and any available options and add it to your bag; (b) proceed to checkout, where you can review your bag, remove items and change quantities; (c) enter your delivery address, delivery option and payment details; (d) review your Order, including the total Price and delivery charges, and correct any input errors by going back to the previous steps; and (e) confirm your Order by clicking the button that completes the checkout. Please check your Order carefully before confirming it. For a Custom Piece, the Order is placed through our Site after you have approved the Specification, as described in section 10.
6.2 Your Order is an offer. Your Order is an offer by you to buy the item(s) in it on these Terms. It does not oblige us to sell to you.
6.3 Order Acknowledgement. After you place an Order we will send you an Order Acknowledgement by email confirming the details and giving you an order number. The Order Acknowledgement confirms only that we have received your Order and your payment. It is not acceptance of your Order, and no Contract exists at that point. Please quote your order number whenever you contact us.
6.4 Our acceptance of your Order: Collection and Curated Pieces. We accept your Order, and a binding Contract is formed between you and us, only when we dispatch the item to you and send you a Dispatch Confirmation. Until that point no Contract exists for that item, even if we have sent an Order Acknowledgement, taken payment or allocated stock. Where an Order contains more than one item and the items are dispatched separately, a separate Contract is formed for each item when it is dispatched, and items that have not been dispatched do not form part of any Contract.
6.5 Our acceptance of your Order: Custom Pieces. For a Custom Piece, your Order is made when you approve the Specification and pay the Price in full. We review every Commission personally and accept your Order, forming a binding Contract, only when we send you the Work Order Confirmation, which we normally do within 24 hours of your Order (or on the next Business Day if your Order is placed at a weekend or on a bank holiday). Section 10 sets out the Commission process and the consequences of the Contract for a Custom Piece.
6.6 If we do not accept your Order. We may decline to accept all or part of an Order, and we will tell you if we do. The reasons for declining an Order include: (a) the item is out of stock, has sold out or is no longer available (in particular, Curated Pieces are allocated according to the time at which Orders are completed, and we cannot guarantee that stock shown as available when you order will remain available until dispatch); (b) we have identified an error in the Price or description of the item; (c) your payment has not been authorised, has been reversed, or your Order has not passed our security, verification or fraud-prevention checks; (d) we are unable to deliver to your address or country; (e) you do not meet the requirements of clause 1.7 or you are purchasing for business purposes without having agreed our business terms; (f) your Order exceeds any quantity limit or we reasonably believe the item is being purchased for resale; (g) for a Custom Piece, we are unable to make the piece to the Specification, or the Specification would require us to copy another maker's design or infringe a third party's rights; (h) you have breached these Terms in relation to this or a previous Order; or (i) we are otherwise unable to fulfil the Order. If we decline an Order, we will refund everything you have paid for it as soon as possible and in any event within 14 days.
6.7 Quantity limits and resale. Our pieces are sold for personal use. We may limit the number of units of any item, or the total value of Orders, that may be purchased by any customer, household or delivery address. We may limit Curated Pieces to one per customer. We may cancel Orders, or decline future Orders, where we reasonably believe that items are being purchased for resale or that multiple Orders have been placed to circumvent a limit.
6.8 Records and language. We contract only in English. We keep a record of each Order and Contract for as long as necessary for legal, accounting and customer-service purposes, but the Contract documents will not be separately filed or made accessible to you by us. Please save or print your Order Acknowledgement, your Dispatch Confirmation or Work Order Confirmation, and a copy of these Terms.
6.9 Changing or cancelling an Order before it is accepted. If you wish to change or cancel an Order for a Collection or Curated Piece before it is dispatched, please email hello@bynde.com as soon as possible quoting your order number. If the item has not yet been dispatched we will cancel the Order and refund you in full. If the item has already been dispatched, your right to cancel under section 13 applies. An Order for a Custom Piece may be withdrawn only before the Work Order Confirmation is sent; see clause 10.5.
6.10 Pre-orders. Where we offer an item for pre-order, payment is taken when you place your Order, the expected dispatch period is stated on the product page and is an estimate only, and the Contract is still formed only on dispatch. You may cancel a pre-order at any time before dispatch for a full refund by contacting us. We will tell you if the expected dispatch period changes materially, and you may cancel for a full refund if it does.
6.11 Gifts and delivery to another person. If you ask us to deliver to someone else, you remain our customer under the Contract. Any refund will be made to you, using the payment method used for the Order. A gift recipient may return an item under section 13 only with your authority, and any exchange or store credit offered to a recipient is at our discretion.
6.12 Check your details. We rely on the delivery address and contact details you give us. We are not responsible for delay or non-delivery caused by incorrect or incomplete details, and any costs of redelivery in those circumstances may be charged to you.
7. Prices and payment
7.1 Prices. The Price of an item is the price stated on our Site at the time you place your Order. Prices are stated in pounds sterling (GBP). We are not currently registered for VAT, so no VAT is charged on or included in our prices; if we become VAT registered, the prices displayed on our Site will include VAT for deliveries within the United Kingdom. Prices may change at any time, but changes will not affect an Order that has already been accepted.
7.2 Delivery charges. Delivery charges are additional to the Price unless stated otherwise. The available delivery options and their charges are shown at checkout before you confirm your Order, and are summarised in our Shipping Policy.
7.3 Prices for international orders. For deliveries outside the United Kingdom, prices may be displayed in your local currency for convenience, converted from GBP at a rate set by our platform provider. The amount you are charged is the amount shown at checkout in the currency selected. Your card issuer or payment provider may apply its own exchange rate and fees, for which we are not responsible. Prices for delivery outside the UK do not include import duties, taxes or customs charges, which are dealt with in section 12.
7.4 Pricing and description errors. We take care to ensure that prices and descriptions are correct, but errors can occur. If we discover an error in the Price or description of an item you have ordered before we accept your Order, we will tell you and give you the option of continuing at the correct Price or cancelling the Order for a full refund. If we cannot contact you, or you do not confirm within 7 days, we will treat the Order as cancelled and refund you in full. We are not obliged to supply an item at an incorrect Price where the error is obvious and could reasonably have been recognised by you as a mistake.
7.5 Payment methods. We accept payment by debit and credit card through Shopify Payments, our integrated card payment provider (including the digital wallets offered through it, such as Shop Pay, Apple Pay and Google Pay, where available), and through Klarna. Payment for Custom Pieces is made through our Site using the same methods.
7.6 Payment in full when you order. We take payment in full when you place your Order. This applies to every category of product, including Custom Pieces: no work will begin on a Custom Piece until we have received payment of the full Price. Taking payment does not mean we have accepted your Order; if we do not accept it, we will refund you in full in accordance with clause 6.6.
7.7 Klarna. If you choose to pay with Klarna, Klarna pays us on your behalf and you repay Klarna in accordance with the payment plan you select. Your use of Klarna is subject to a separate agreement between you and Klarna, including Klarna's eligibility criteria, credit and identity checks and any interest, fees or late payment charges under that agreement, none of which are set by or payable to us. Paying with Klarna does not change your rights or obligations under these Terms. Where we make a refund for an Order paid for with Klarna, the refund is processed through Klarna, which will adjust or refund your payment plan in accordance with its terms.
7.8 Security and verification checks. To protect you and us against fraud, we and our payment providers carry out security and verification checks on Orders. We may ask you to provide additional information or proof of identity or address, particularly for high-value Orders, first Orders, Orders delivered to an address other than your billing address, or Orders delivered outside the UK. We may cancel an Order if we are not satisfied with the outcome of these checks, and dispatch may be delayed while they are carried out.
7.9 Promotions and discount codes. Promotional offers and discount codes are subject to the terms stated with them. Unless stated otherwise: only one code may be used per Order; codes cannot be combined with other offers; codes do not apply to Curated Pieces, Custom Pieces, gift cards or delivery charges; codes cannot be applied retrospectively; and we may withdraw or amend an offer at any time before you place your Order. Refunds of discounted items are based on the amount you actually paid. If you return items from an Order that benefited from a spend-threshold offer or a free gift, the offer may be withdrawn or the value of the gift deducted if the gift is not also returned.
7.10 Gift cards. Gift cards are issued by BYNDE LTD and can be redeemed against purchases on our Site. Gift cards cannot be exchanged for cash, cannot be used to purchase further gift cards, and cannot be reloaded. Please treat gift cards like cash: we cannot replace lost or stolen gift cards or restore balances used by an unauthorised person. Gift cards do not expire. Refunds for items purchased with a gift card are made to a gift card.
7.11 Prices for Custom Pieces. The Price of a Custom Piece is quoted individually in writing and is valid for 30 days from the date of the quotation unless stated otherwise. The Price is payable in full when you place your Order, is confirmed in the Work Order Confirmation and may only be changed thereafter by an agreed written variation (see clause 10.8).
7.12 Failed or reversed payments. If a payment is declined, reversed or charged back after dispatch other than in accordance with these Terms, we may recover the Price and any reasonable costs from you, and we may suspend or decline further Orders until the matter is resolved.
8. Collection Pieces
8.1 What a Collection Piece is. Collection Pieces are our standard, ongoing range. They are made to our own designs and offered in a choice of standard colours, finishes and options selected from a pre-defined menu on the product page. Each Collection Piece is finished and prepared to order in our atelier. Collection Pieces may be restocked when sold out, although we do not guarantee that any Collection Piece, colour or option will remain available.
8.2 When the Contract is formed. The Contract for a Collection Piece is formed on dispatch in accordance with clause 6.4.
8.3 Dispatch. We aim to dispatch Collection Pieces within 5 to 7 days of your Order. The expected dispatch time is shown on the product page and at checkout. If we expect to exceed it, we will tell you, and you may cancel your Order for a full refund at any time before dispatch.
8.4 Your rights. Collection Pieces benefit from your 14-day statutory right to change your mind (section 13), the option of an exchange within that period subject to availability (clause 16.8), your statutory rights in relation to faulty goods (section 17) and our Guarantee (section 18). If a Collection Piece is personalised at your request, clause 3.3 applies.
9. Curated Pieces
9.1 What a Curated Piece is. Curated Pieces are designed by us and produced in strictly limited quantities or as numbered limited editions. They are not made to your specification. Once a run or edition has sold out it will not be repeated, re-released or restocked in the same form, and we do not operate waiting lists that guarantee a future allocation.
9.2 In stock for immediate dispatch. Curated Pieces are held in stock at our Studio and are dispatched on the same or the next Business Day after your Order has passed our checks. The Contract is formed on dispatch in accordance with clause 6.4.
9.3 Availability is not guaranteed until dispatch. Because quantities are very limited and demand may exceed supply, an Order for a Curated Piece is fulfilled only if stock remains available when we come to dispatch. We allocate stock according to the time at which Orders are completed at checkout, but if two Orders are placed for the last unit at almost the same time, the second cannot be fulfilled. If we are unable to fulfil your Order we will tell you as soon as possible and refund you in full. We are not liable for any loss or disappointment arising from the unavailability of a Curated Piece.
9.4 Purchase limits. We may limit Curated Pieces to one unit per customer, household or delivery address, and may cancel duplicate or multiple Orders. Clause 6.7 applies.
9.5 No reservations or holds. We do not reserve, hold or set aside Curated Pieces, and any expression of interest, notification sign-up or previous purchase does not entitle you to an allocation.
9.6 Edition numbers. Where a Curated Piece is numbered, edition numbers are allocated by us at dispatch and cannot be requested, chosen or reserved. The edition number allocated to you is stated on the edition card supplied with the piece.
9.7 Changing your mind: refund only. Curated Pieces carry the 14-day statutory right to cancel described in section 13. Because stock is limited, exchanges are not available for Curated Pieces: if you exercise your right to cancel, we will refund you in accordance with sections 13 and 16 and the piece will be returned to our stock. The Return Condition Standard in section 14 applies to the assessment of returned Curated Pieces.
9.8 Faulty Curated Pieces. Your statutory rights in relation to faulty goods (section 17) and our Guarantee (section 18) apply in full to Curated Pieces. Because an edition may have sold out, replacement with an identical piece may be impossible; in that case your remedies are repair, a price reduction or a refund as described in section 17.
9.9 Resale. Curated Pieces are sold for personal use. Our Guarantee is available only to the original purchaser and does not transfer on resale.
10. Custom Pieces (bespoke commissions)
10.1 What a Custom Piece is. A Custom Piece is a fully bespoke, one-of-a-kind piece that we design and make for you, to a Specification that you have approved, customised from top to bottom. Because a Custom Piece is made to your specification, it has no value to us or to anyone else if you do not take it. For that reason, and as permitted by regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Custom Pieces are not subject to the statutory 14-day right to cancel and, from the moment we send you the Work Order Confirmation, are non-cancellable, non-returnable and non-refundable, except where your statutory rights in relation to faulty goods apply (clause 10.14 and section 17). Please read this section carefully before you commission a piece.
10.2 The Commission process. A Commission proceeds in the following stages:
- Enquiry and consultation. You contact us at hello@bynde.com or through the Custom enquiry form on our Site. We discuss the design, materials, hardware and personalisation of the piece with you by email or video call or, by prior written appointment, at our Studio.
- Specification and quotation. We prepare a written Specification and a written quotation of the Price, together with the estimated production time (typically 4 to 6 weeks from the Work Order Confirmation). We may provide sketches, renders or leather swatches to help you decide; these are indicative only (clauses 5.10 and 10.3).
- Your approval and payment in full. If you wish to proceed, you approve the Specification in writing and place your Order through our Site, paying the Price in full. This is your Order for the Custom Piece. No work begins until we have received payment in full.
- Work Order Confirmation. We review your approved Specification and your Order and, if we accept the Commission, send you the Work Order Confirmation by email, normally within 24 hours of your Order (or on the next Business Day if your Order is placed at a weekend or on a bank holiday). The Work Order Confirmation confirms the Specification, the Price paid, the estimated production time and the delivery address, and confirms that your piece has entered production. The Contract for your Custom Piece is formed when we send the Work Order Confirmation.
- Production. We source and cut materials and make the piece by hand in our atelier. We may contact you during production for approvals at key stages (clause 10.11).
- Completion and dispatch. When the piece is complete we dispatch it to the delivery address in your Order and send you a Dispatch Confirmation (clause 10.12).
10.3 The Specification is definitive. The Specification is the complete and only description of your Custom Piece. Please check every detail carefully before you approve it, including dimensions, leathers, colours, hardware, lining, stitching, compartments, straps, closures and any embossing or personalisation. Anything not written in the Specification does not form part of the Contract, even if it was discussed. Sketches, renders, mood boards, photographs of previous work and swatches are illustrative only: the finished piece will be made to the written Specification, subject to the natural variation described in section 5 and any tolerances stated in the Specification.
10.4 Swatches and samples. Leather swatches can be purchased in advance through our Site at the price shown on the swatch listing (currently £5), so that you can see and feel a leather before committing to a Commission. The swatch charge is separate from, and is not deducted from, the Price of a Custom Piece. Swatches are sold subject to these Terms, and clause 5.10 applies to all swatches and samples: they are indicative only, and the leather used for your piece may differ slightly in tone, grain and texture from the swatch.
10.5 Before the Work Order Confirmation: you may withdraw for a full refund. Until we send the Work Order Confirmation, either of us may decide not to proceed. If you change your mind, email hello@bynde.com immediately, quoting your order number: if we have not yet sent the Work Order Confirmation, we will treat your Order as withdrawn and refund everything you have paid for the Custom Piece within 14 days (and usually within a few days). If we decline the Commission, we will tell you why and refund you in full within 14 days.
10.6 The Work Order Confirmation. The Work Order Confirmation is our acceptance of your Commission and the point at which a binding Contract for the Custom Piece is formed. From that moment we commit materials, atelier time and production capacity to your piece, and the piece cannot be sold to anyone else. We will not send a Work Order Confirmation until we have received your written approval of the Specification and payment of the full Price.
10.7 After the Work Order Confirmation: no cancellation, return or refund. Because a Custom Piece is made to your specification, you do not have a statutory right to cancel the Contract, and we do not offer a goodwill right to cancel, return or exchange a Custom Piece for change of mind. If, after we have sent the Work Order Confirmation, you tell us that you no longer want the piece, refuse delivery or otherwise indicate that you will not accept it: (a) the full Price you have paid is retained and will not be refunded; (b) we will, unless you ask us not to, complete the piece and deliver it to you in accordance with the Contract; and (c) if you refuse or fail to accept delivery, clauses 11.7 and 19.5 apply and the piece will be held for you at our Studio at your risk and expense. This clause does not affect your statutory rights if the piece is faulty or does not conform to the Specification (clause 10.14 and section 17), or your right to a refund if we are unable to complete the piece (clauses 10.9, 10.10 and 23.3).
10.8 Changes you request after the Work Order Confirmation. Once production has started, changes to the Specification are at our discretion and may not be possible. If we agree to a change, we will confirm in writing any effect on the Price and the production time, and the change takes effect only when you have accepted that written variation and paid any additional amount due. Work already carried out, and materials already cut or ordered, will be charged for even if superseded by the change.
10.9 Changes we may need to make. Occasionally a specified leather, hardware component or other material becomes unavailable, or proves unsuitable for the design once work begins. If that happens we will tell you and propose the closest available alternative at no additional cost. If you do not accept any reasonable alternative and we are therefore unable to complete the piece as specified, we will cancel the Contract and refund the full Price within 14 days.
10.10 Production time. The estimated production time for a Custom Piece is typically 4 to 6 weeks from the Work Order Confirmation, and the estimate for your piece is stated in your Work Order Confirmation. This is an estimate, not a guaranteed date: bespoke work depends on the availability of natural materials and on the time the craft requires. We will keep you informed of progress and tell you promptly if we expect a material delay. Time is not of the essence of the Contract. If, for reasons within our control, completion is delayed by more than 30 days beyond the end of the estimated production time (as extended by any agreed variation or by any delay attributable to you under clause 10.11), you may cancel the Contract by writing to us and we will refund the full Price within 14 days.
10.11 Approvals during production. We may ask you to approve elements of the piece during production, for example the cut leather, hardware placement or embossing proofs. Please respond promptly; the production time is extended by any period during which we are waiting for your response. An approval you give during production is final, and elements approved by you cannot later be treated as not conforming to the Specification.
10.12 Completion and dispatch. When your piece is complete we will dispatch it, normally within 2 Business Days of completion, to the delivery address in your Order, and send you a Dispatch Confirmation with tracking details. Section 11 applies to delivery. If you need to change the delivery address, please tell us in writing before dispatch; changes after dispatch may not be possible.
10.13 Natural variation and tolerances. Section 5 applies to Custom Pieces. A Custom Piece that has been made to the Specification, within the tolerances stated in it and subject to the natural characteristics of leather and hand construction described in section 5, conforms to the Contract and is not faulty because it differs in these respects from a sketch, render, swatch or your expectations.
10.14 Faulty Custom Pieces. Your statutory rights in relation to faulty goods (section 17) and our Guarantee (section 18) apply in full to Custom Pieces. For a Custom Piece, the description against which conformity is measured is the Specification. Because a Custom Piece is unique, replacement will usually be impossible or disproportionate; your remedies are therefore repair, a price reduction or, where the law provides for it, a refund, as described in section 17.
10.15 Intellectual property in Custom designs. All intellectual property rights in the design of a Custom Piece, including in any sketches, renders, patterns and Specifications we produce, belong to us. We may reuse design elements developed for your piece in other work, but we will not reproduce a Custom Piece in identical form for another customer without your consent. We do not copy or imitate the designs, trade marks or signature features of other brands or makers, and we will decline any request to do so. Where you supply artwork, a monogram, a logo or other material to be incorporated into a piece, you confirm that you own it or have permission to use it, and you will be responsible for any claim that it infringes another person's rights.
10.16 Photography and publicity. We may photograph your Custom Piece during production and on completion, and use the images on our Site, in our portfolio and in our marketing. We will not disclose your name or any personal details without your consent. If you would prefer that we do not use images of your piece, please tell us in writing at any time and we will respect that request.
11. Delivery
11.1 Where we deliver. We deliver throughout the United Kingdom and to the international destinations listed at checkout. If we do not deliver to your country, you may not be able to complete your Order. Section 12 contains additional terms for international deliveries. We do not offer collection from our Studio.
11.2 Delivery options, charges and timescales. The available delivery options, their charges and estimated delivery timescales are shown at checkout before you confirm your Order and are summarised in our Shipping Policy. Delivery timescales are estimates from the date of dispatch and are not guaranteed. We use tracked, insured, signature-required delivery services for all pieces.
11.3 Dispatch times. Unless a different time is stated on the product page or at checkout, we aim to dispatch Collection Pieces within 5 to 7 days of your Order, Curated Pieces on the same or the next Business Day after your Order, and Custom Pieces within 2 Business Days of completion (section 10). Where an Order contains items with different dispatch times, we may dispatch them separately or together once all items are ready, and we will tell you which. If we expect to exceed a stated dispatch time for a Collection or Curated Piece, we will tell you and you may cancel your Order for a full refund at any time before dispatch.
11.4 When we will deliver. We will deliver the item as soon as reasonably possible after dispatch and, in any event, within 30 days of the Contract being formed, unless a different period has been agreed with you. For Custom Pieces, delivery follows completion in accordance with clause 10.12.
11.5 Signature and identification. Because our pieces are of high value, deliveries require a signature on receipt, and the courier may ask the recipient for proof of identity. We do not authorise couriers to leave parcels unattended, with neighbours or in "safe places". If you instruct the courier directly (for example, through the courier's app or website) to leave the parcel unattended, with a neighbour or at an alternative location, the parcel is delivered, and risk in the item passes to you, when it is left in accordance with your instruction.
11.6 Addresses we cannot deliver to. We do not deliver to PO boxes, parcel lockers, mail-forwarding services or freight-forwarding agents. If you use a forwarding service despite this clause, delivery to the forwarder is delivery to you, risk passes at that point, and we cannot assist with any loss, damage, delay or customs issue arising after that point.
11.7 Failed deliveries and redelivery. If nobody is available to accept delivery on the first attempt, the courier will leave instructions and make one further delivery attempt free of charge; where the courier offers it, you may instead collect the parcel from the courier's local depot or pickup point on production of proof of identity. If the second attempt also fails, or the parcel is not collected from the courier within the courier's time limit, the parcel will be returned to us and we will contact you to arrange redelivery, for which we will charge our standard delivery rate for that destination for each further attempt. If we are unable to contact you, or you do not respond within 14 days of our first attempt to contact you: (a) for a Collection or Curated Piece, we may treat the Contract as cancelled by you and will refund the Price and any standard delivery charge, less the costs we have incurred in the return and any redelivery attempts; and (b) for a Custom Piece, clause 10.7 applies and the piece will be held for you under clause 19.5.
11.8 Risk and ownership. The item is your responsibility (that is, risk in it passes to you) from the time it is delivered to the address you gave us, or to a person you have identified to receive it, or is collected by you from the courier. You own the item once we have received payment in full and the item has been delivered to you.
11.9 Please check your parcel on arrival. If the outer packaging is visibly damaged when the courier delivers it, please note this with the courier or refuse the delivery, and photograph the packaging before opening it. Please inspect your piece as soon as you receive it and tell us as soon as reasonably possible, ideally within 48 hours, if it appears to have been damaged in transit or is not what you ordered. Telling us promptly helps us to resolve the matter with the courier quickly; it does not affect your statutory rights.
11.10 Delays. If delivery is delayed by an event outside our control, section 23 applies. If we fail to deliver within the period stated in clause 11.4 and either delivery within that period was essential (taking into account all the relevant circumstances) or you told us before the Contract was formed that delivery within that period was essential, you may treat the Contract as at an end and we will refund you in full. Otherwise, you may set us a new, reasonable deadline for delivery; if we fail to meet it, you may treat the Contract as at an end and we will refund you in full.
11.11 Parcels shown as delivered but not received. If the tracking shows that your parcel has been delivered but you have not received it, please tell us within 7 days of the recorded delivery date. We will investigate with the courier, which may take up to 14 days, and we may ask you to complete and sign a declaration of non-receipt to support a claim against the courier. Once our investigation is complete we will replace the item or refund you, unless the evidence shows that the parcel was delivered in accordance with these Terms or with instructions you gave the courier.
12. International orders
12.1 Countries we deliver to. We deliver to the countries listed at checkout. We may add or remove countries at any time and may decline to deliver to any address where we consider that the delivery, customs or fraud risk is unacceptable.
12.2 Currency and payment. Clause 7.3 applies to prices, currency conversion and payment for international Orders.
12.3 Import duties, taxes and customs charges. Orders delivered outside the United Kingdom may be subject to import duties, taxes (including VAT or sales tax), customs clearance fees and courier handling charges levied in the destination country. Where our checkout calculates and collects these charges from you at the time of your Order, your parcel will be delivered "duties and taxes paid" and no further charges should be payable on delivery. Where these charges are not shown and collected at checkout, they are not included in the Price or the delivery charge: you (or the recipient) are responsible for paying them to the courier or the relevant authority before or on delivery, and you are the importer of record. We have no control over these charges and cannot predict their amount; please contact your local customs authority for information before ordering.
12.4 Refusal to pay duties or to accept delivery. If you or the recipient refuse to pay duties, taxes or charges that are properly payable, or refuse delivery, the parcel will be returned to us or abandoned by the courier. For a Collection or Curated Piece, we will treat a returned parcel as a cancellation by you under section 13 and refund the Price and any standard delivery charge, less the return shipping costs and any duties, taxes, storage or handling charges we incur as a result of the refusal. For a Custom Piece, clause 10.7 applies. If a parcel is abandoned, destroyed or seized because charges were not paid, we will not be able to refund you.
12.5 Customs delays and inspections. International parcels may be delayed or opened for inspection by customs authorities. Such delays are outside our control and estimated delivery timescales exclude time spent in customs.
12.6 Import restrictions. It is your responsibility to check that the item you order can lawfully be imported into the destination country, including any restrictions on leather goods or on particular materials, and to comply with any local requirements. We will not be responsible if an item is delayed, refused, seized or destroyed because it cannot lawfully be imported.
12.7 Returning an item from outside the UK. Your rights under sections 13 and 17 apply to international Orders. If you return an item from outside the UK: (a) please request a returns reference in accordance with section 15 so that we can provide the customs paperwork needed to have the parcel treated as returned goods; (b) you are responsible for the cost and risk of the return shipment and for any export or import charges arising from it, except where the item is faulty, in which case clause 17.4 applies; (c) please mark the customs declaration as "Returned goods - British origin" and include the returns reference, as we may otherwise be charged import duty and VAT on the return, which we will deduct from your refund or seek to recover from you; and (d) import duties, taxes and charges you paid on the original delivery are not refundable by us. You may be able to reclaim them from your local customs authority, and we will provide the documentation reasonably required to support your claim.
12.8 Your local law. Section 26 sets out the law that applies to these Terms. If you are a Consumer resident outside the United Kingdom, you may also have the benefit of mandatory consumer protection rules in the country where you live, and nothing in these Terms limits those rights.
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 |
|---|---|
|
|
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.
18. Our 12-month Guarantee and reasonable use policy
18.1 The guarantor. This Guarantee is given by BYNDE LTD, Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ, United Kingdom (hello@bynde.com).
18.2 What is covered. We guarantee every Collection, Curated and Custom Piece purchased from us against defects in materials and workmanship for a period of 12 months from the date of delivery, wherever in the world the piece was delivered. A defect in materials or workmanship is a failure of the leather, lining, stitching, edge finishing, construction or hardware that arises from the way the piece was made or from the materials used, and that appears under Normal Use. If such a defect appears during the Guarantee period, we will repair the piece free of charge or, where repair is not reasonably possible, provide one of the other remedies in clause 18.7.
18.3 Reasonable use policy. Our pieces are hand-made luxury leather goods designed for everyday personal use as handbags and accessories, carrying the personal items for which the design is intended. This Guarantee applies only to pieces that have been used and cared for in accordance with the Care Guide and the following reasonable use policy, which together define "Normal Use":
- Load. Carry only items appropriate to the size and design of the piece. Do not overload it, and do not carry items that distort its shape or strain its handles, straps, closures, seams or hardware. Our pieces are not designed to carry laptops, bottles, books or other heavy or bulky items unless the product page states that they are.
- Contents. Do not place sharp, abrasive, wet, leaking or unsealed items inside the piece. Keep pens, cosmetics, liquids, food and keys in a closed pouch.
- Handling. Use handles and straps as designed. Do not hang the piece by its strap or handle for long periods while loaded, drag it, sit on it, place it on the floor or on rough, wet or dirty surfaces, or use it as a seat, cushion or step.
- Weather and moisture. Protect the piece from rain, snow, spray and humidity. If it becomes wet, blot it with a clean, dry cloth and allow it to dry naturally at room temperature, away from heat.
- Heat and light. Keep the piece away from direct sunlight, radiators, hair dryers, car interiors and other sources of heat, which fade, dry and crack leather.
- Substances. Keep the piece away from perfume, cosmetics, hand cream, hand sanitiser, oils, solvents, ink, adhesives, alcohol and cleaning products.
- Colour transfer. Avoid prolonged contact between light-coloured leather and dark or unwashed textiles, in particular denim, and between dark leather and light-coloured garments when the piece is new.
- Storage. When not in use, store the piece in its dust bag, stuffed with acid-free tissue to hold its shape, in a cool, dry place, standing upright and not compressed under other items. Do not store it in plastic.
- Cleaning and repair. Do not clean, condition, treat, dye, alter or repair the piece yourself or through a third party. Cleaning and repair should be carried out only by us (section 19) or by a specialist we have recommended in writing.
- Intended use. Do not use the piece as luggage, for sport, travel in the hold of an aircraft, work equipment, pets or any commercial purpose.
18.4 What is not covered. This Guarantee does not cover:
- the natural characteristics of leather and hand-made construction described in section 5, including variations in grain, colour and markings, the development of patina, softening and the mellowing of colour;
- normal wear and tear, including wear to corners, base, edges and handles, handle darkening, creasing, and light scratching, dulling or tarnishing of hardware with use;
- damage caused by failure to follow the Care Guide or the reasonable use policy in clause 18.3, including stretched or deformed straps, handles or seams and strained or detached hardware caused by overloading;
- accidental damage, including tears, cuts, punctures, gouges, scratches, scuffs, burns, crushing, dents and damage from dropping;
- damage from water, moisture, heat, sunlight, chemicals, cosmetics, perfume, ink, adhesives, or food and drink, and stains, water marks, colour transfer and odours;
- damage or deterioration resulting from cleaning, treatment, alteration or repair by anyone other than us, or from the use of any cleaning or conditioning product not recommended by us in writing;
- damage caused during transit to us where the piece was not packed in accordance with clause 15.2;
- loss, theft, or damage caused by pets, children or third parties;
- packaging, dust bags, boxes, tissue, protective films and cards;
- pieces not purchased directly from us, pieces purchased second-hand, or pieces that have been resold or gifted after purchase (this Guarantee is personal to the original purchaser).
18.5 Conditions for making a claim. To claim under this Guarantee you must: (a) be the original purchaser and provide your order number or other proof of purchase from us; (b) contact us at hello@bynde.com within the Guarantee period, as soon as reasonably possible after you notice the defect, with a description and clear photographs; (c) stop using the piece as soon as you notice the defect, as continued use may worsen the defect and, where it does, may limit the remedy we can provide; (d) return the piece to our Studio for assessment when we ask you to, packed in accordance with clause 15.2 and using a tracked, insured service; and (e) not have attempted to repair, clean or alter the piece, or have had anyone else do so, before contacting us.
18.6 Assessment and decision. Our atelier team will assess the piece and determine, acting reasonably, whether the problem is a defect in materials or workmanship covered by this Guarantee or is excluded under clause 18.4. We aim to complete our assessment within 10 Business Days of receiving the piece and will explain our findings to you in writing, with photographs on request. We may ask you for further information about how the piece has been used and stored. Where the cause of a problem is genuinely disputed, we may propose an assessment by an independent leather-goods specialist. Our decision under this Guarantee does not affect your statutory rights, and if you disagree with it you may raise a complaint under section 24 or pursue your statutory rights under section 17.
18.7 Remedies. Repair by our atelier is the primary remedy under this Guarantee, and we will repair a covered defect free of charge within a reasonable time. Only where repair is not reasonably possible will we, at our reasonable discretion, replace the piece (where an identical or equivalent piece is available) or refund the Price or issue a store credit. A repaired or replaced piece is covered for the remainder of the original 12-month Guarantee period only; the period is not extended or restarted by a repair or replacement. Where materials are replaced, clause 19.4 applies.
18.8 Costs. Where a claim is accepted we will bear the cost of the repair and of returning the piece to you, and we will reimburse the reasonable cost of a tracked, insured return to us. Where a claim is not accepted we will tell you why and offer a chargeable repair under section 19 where possible; if you decline, we will return the piece to you and may charge our standard delivery rate to do so.
18.9 Protection against abuse of this Guarantee. We may decline a claim, and any future claims from the same customer, where we reasonably believe that the piece has been deliberately damaged, that the circumstances of the damage have been misrepresented, that the piece has been altered or tampered with, that the piece is not one we sold, or that a claim is otherwise fraudulent. We may also decline claims in respect of the same excluded damage that has already been assessed. This Guarantee may not be used to obtain refurbishment, cleaning or restoration of wear and tear, which are available as chargeable services under section 19.
18.10 Your statutory rights. This Guarantee is a voluntary commercial guarantee given in addition to, and not in place of, your legal rights in relation to goods that are faulty or not as described, which are summarised in section 17 and which are not affected by anything in this section. Advice about your legal rights is available from your local Citizens Advice or Trading Standards office.
19. Repairs, aftercare and uncollected items
19.1 Aftercare service. We want your piece to last a lifetime. Our atelier offers an aftercare and repair service for pieces purchased from us, including cleaning and conditioning, edge repainting, re-stitching, replacement of hardware, straps and linings, and restoration of wear. Repairs required because of a defect are dealt with under sections 17 and 18. Other repairs and aftercare are chargeable.
19.2 How to request a repair. Email hello@bynde.com with your order number, a description of the work required and photographs. We will tell you whether we are able to carry out the work and provide return instructions. On receiving the piece we will assess it and send you a written quotation of the cost, including return delivery, and the estimated time. Work begins only once you have accepted the quotation in writing and paid the amount quoted. Please empty the piece before sending it; we are not responsible for any contents.
19.3 Our care of your piece. We will take reasonable care of your piece while it is in our possession and will keep it in appropriate conditions. You are responsible for the piece while it is in transit to us, so please use a tracked, insured service and keep your proof of postage.
19.4 The nature of repairs. Repairs are carried out by hand and, where materials are replaced, we will match them as closely as we reasonably can. Because leather ages and hides vary, replacement leather, edge paint or hardware may not match the original exactly and may be visible against a piece that has developed a patina. We will tell you if we expect a repair to alter the appearance of the piece. We may decline to carry out work that we consider would not be successful or would compromise the piece.
19.5 Uncollected and unaccepted items. This clause applies to any piece we hold for you, including a piece sent to us for repair or assessment, a piece returned to us after failed delivery under clause 11.7 and a Custom Piece you have refused or failed to accept under clause 10.7. We will write to you to arrange delivery of the piece, at your cost where these Terms so provide. If we are unable to deliver the piece because you do not respond, do not pay any outstanding amount or do not provide a valid delivery address, we will write to you again by email and by post at your last known address, and we may charge a reasonable storage fee. If the piece remains with us 6 months after our first notice, we may, after giving you at least 30 days' further written notice, sell or dispose of it in accordance with the Torts (Interference with Goods) Act 1977. We will account to you for any proceeds of sale after deducting the amounts you owe us and our reasonable costs of storage and sale.
19.6 Spare parts. Replacement straps, hardware and other components are subject to availability and may differ from the originals where the originals are no longer produced.
20. Intellectual property and brand protection
20.1 Our content. We own, or are licensed to use, all intellectual property rights in our Site and its content, including text, photographs, videos, graphics, logos, page layout and software. You may view, print and download extracts from our Site for your personal, non-commercial use in considering or making a purchase, but you must not otherwise copy, reproduce, republish, distribute or exploit any content without our prior written consent.
20.2 Our name and trade marks. BYNDE, our logos and the names of our designs and collections are trade marks or trade names of BYNDE LTD. You must not use them, or anything confusingly similar, without our prior written consent.
20.3 Our designs. The designs of our pieces, including their shape, configuration, pattern, hardware and ornamentation, and the drawings, patterns and Specifications from which they are made, are protected by copyright, registered and unregistered design rights and other intellectual property rights belonging to us. You must not copy or reproduce our designs, make or commission pieces that imitate them, or manufacture, offer or sell lookalike products. We take infringement of our rights seriously and will enforce them.
20.4 Authenticity. Our pieces are sold only by us through our Site. We cannot authenticate, service or guarantee pieces bought from any other source, and our Guarantee applies only to pieces purchased directly from us. Please report suspected counterfeit products to hello@bynde.com.
20.5 Your content. Clause 4.6 applies to content that you submit to us or tag us in.
21. Privacy and personal data
21.1 We process personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable data protection law. Our Privacy Policy, available on our Site, explains what personal data we collect, how we use it, who we share it with (including our e-commerce platform, payment providers such as Shopify Payments and Klarna, and couriers) and your rights in relation to it. By placing an Order you acknowledge that we will process your personal data as described in our Privacy Policy.
21.2 We use cookies and similar technologies on our Site as described in our Cookie Policy.
21.3 We may contact you about your Order, your Commission and any repair or Guarantee claim. We will send you marketing communications only where you have agreed to receive them or where the law otherwise permits, and you can opt out at any time.
22. Our responsibility for loss or damage
22.1 We are responsible for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the Contract or of our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the Contract was formed, both you and we knew it might happen.
22.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods, including the rights summarised in section 17; and for defective products under the Consumer Protection Act 1987.
22.3 We are not responsible for business losses. We supply our pieces for domestic and private use only. If you use a piece for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
22.4 Matters for which we are not responsible. Subject to clause 22.2, we are not responsible for: (a) loss or damage that is not foreseeable; (b) loss or damage caused by your failure to follow the Care Guide or the reasonable use policy in clause 18.3, by misuse, accident or normal wear and tear, or by repair or alteration carried out by anyone other than us; (c) the loss of, or damage to, any contents of a piece sent to us, or of any items you place in a piece; (d) delay or non-delivery caused by incorrect or incomplete details supplied by you, by your unavailability to accept delivery or by instructions you give to the courier; (e) import duties, taxes and charges, customs delays or the seizure or refusal of goods in the destination country; (f) loss or damage arising from your agreement with Klarna or any other third-party payment provider, or from the acts of your bank or card issuer; or (g) any loss or damage caused by an event outside our control (section 23).
22.5 Our Site. We provide our Site with reasonable care and skill, but we do not guarantee that it will be free from errors, viruses or interruptions, and we are not responsible for loss or damage caused by your use of any third-party website linked from our Site.
23. Events outside our control
23.1 We are not liable or responsible for any failure to perform, or delay in performing, any of our obligations under a Contract that is caused by an event outside our reasonable control. Such events include, without limitation: strikes, lock-outs and other industrial action; failure or delay of couriers, postal services, customs authorities or public transport; civil commotion, riot, invasion, terrorist attack or threat, war or threat of war; fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster; failure of public or private telecommunications networks, utilities or our e-commerce platform; the acts, decrees, legislation, regulations or restrictions of any government; and the unavailability of, or delay in obtaining, leather, hardware or other materials from our suppliers.
23.2 If an event outside our control affects the performance of our obligations, we will contact you as soon as reasonably possible to let you know, and our obligations will be suspended and the time for performance extended for the duration of the event. Where the event affects delivery, we will arrange a new delivery date with you once the event is over.
23.3 If an event outside our control delays dispatch or delivery of an item (including completion of a Custom Piece) by more than 30 days beyond the dispatch, completion or delivery date we have estimated, either of us may cancel the Contract in respect of the undelivered item by writing to the other, and we will refund all amounts you have paid for that item within 14 days.
24. Complaints and dispute resolution
24.1 How to complain. If you are unhappy with any aspect of our products or service, please tell us. Email hello@bynde.com or write to BYNDE LTD, Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ. Please include your order number and as much detail as possible.
24.2 How we handle complaints. We will acknowledge your complaint within 2 Business Days and aim to give you a full written response within 14 days. If we need longer, for example because a piece must be assessed by our atelier, we will tell you why and when you can expect our response. If you are not satisfied with our response, you may ask for it to be reviewed by a director of the company, who will give you our final written response.
24.3 Alternative dispute resolution. Alternative dispute resolution (ADR) is a process in which an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. We are not a member of an ADR scheme and are not obliged to use one. If we are unable to resolve your complaint through our complaints procedure, our final response will say so, will give you the name and website of a certified ADR provider that could deal with the dispute, and will tell you whether we are prepared to use it. You can also obtain free, independent advice from the Citizens Advice consumer service.
24.4 Court proceedings. Nothing in this section prevents you from bringing proceedings in court. Section 26 explains which courts have jurisdiction.
25. General legal terms
25.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under a Contract to another organisation, for example if we sell our business. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.
25.2 You need our consent to transfer your rights. You may transfer your rights or obligations under a Contract to another person only if we agree to this in writing. Our Guarantee is personal to the original purchaser and is not transferable.
25.3 Nobody else has any rights under a Contract. A Contract is between you and us. No other person has any right to enforce any of its terms, including under the Contracts (Rights of Third Parties) Act 1999.
25.4 If a court finds part of a Contract illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
25.5 Even if we delay in enforcing a Contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking a Contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date.
25.6 Entire agreement. These Terms, together with the documents referred to in them, your Order, our Dispatch Confirmation or Work Order Confirmation and (for a Custom Piece) the Specification, set out the whole agreement between you and us in relation to the sale of the item(s) concerned. Nothing in this clause limits or excludes liability for fraud, and nothing in it affects the pre-contract information which forms part of the Contract by law.
25.7 Notices. Any formal notice you give us under a Contract must be in writing and sent to hello@bynde.com or to our Studio address. Any notice we give you will be sent to the email or postal address you provided with your Order.
25.8 Changes to these Terms. We may revise these Terms from time to time, for example to reflect changes in the law, in our products or in the way we do business. Clause 1.10 explains which version applies to your Order. The date and version number at the top of these Terms show when they were last updated.
26. Governing law and jurisdiction
26.1 These Terms and every Contract are governed by the law of England and Wales. If you are a Consumer resident in Scotland or Northern Ireland, you may also rely on the mandatory consumer protection rules of the law of Scotland or Northern Ireland, as applicable. If you are a Consumer resident outside the United Kingdom, you may also rely on the mandatory consumer protection rules of the country in which you live.
26.2 You can bring legal proceedings in respect of these Terms or a Contract in the courts of England and Wales. If you live in Scotland, you can bring proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring proceedings in either the Northern Irish or the English courts. If you live outside the United Kingdom, nothing in this section deprives you of any right you have under the law of the country in which you live to bring proceedings in the courts of that country.
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).
BYNDE LTD
Registered in England and Wales, company number 16946451
Registered office: 1 Garthorp Road, Manchester, England, M23 0AT
Studio and correspondence: Unit 3 Hammond Trade Centre, Hammond Avenue, Stockport, SK4 1PQ
hello@bynde.com
Terms and Conditions Version 1.2, effective 28 September 2026