Refund policy
RETURN AND REFUND POLICY
Last updated: 30 July 2026
Bags Beyond GbR, Eigenhaustraße 2, 81673 München, Germany
Email: info(at)bagsbeyond(dot)com · Phone: +49 163 1530443
1. OVERVIEW
All our bags are made to order.
Every piece is produced individually after your request has been reviewed, quoted, confirmed and paid. This also applies to bags inspired by our sample designs. Our sample designs are shown as examples and starting points, not as ready-made stock items.
This policy explains three separate things, and it is worth keeping them apart:
- cancelling before production starts (section 3)
- your statutory right of withdrawal, and when it does not apply (sections 4 to 6)
- your statutory rights if something is wrong with the bag (sections 7 to 9)
2. NON-BINDING REQUESTS
Submitting a request through our website does not create a binding order.
You send us your idea, we review it and send you a personal quote by email. You decide only after you have received the quote. Production starts only after you have confirmed the order and completed the payment.
3. CANCELLATION BEFORE PRODUCTION
Independently of the statutory right of withdrawal described below, we try to be accommodating.
If you would like to cancel your order, please contact us as soon as possible at info(at)bagsbeyond(dot)com.
Cancellation free of charge is generally possible as long as production has not yet started. Once the leather has been cut, materials have been reserved and work has been carried out, cancellation is no longer possible, because your bag is made individually for you.
If you would rather change your design than cancel it, just tell us. Before production starts this is usually straightforward.
4. RIGHT OF WITHDRAWAL: WHEN IT APPLIES
Consumers have a statutory right of withdrawal of 14 days.
When the right of withdrawal does NOT apply
Under section 312g (2) no. 1 of the German Civil Code (BGB), the right of withdrawal does not apply to contracts for the supply of goods that are made to the consumer's specifications or are clearly personalised.
Because our bags are designed and produced individually according to your request, custom orders are excluded from the right of withdrawal. This also covers pieces based on one of our sample designs where you have changed the size, leather, colour, hardware or any other detail, since the bag is then made specifically for you.
We point this out clearly before you confirm your order, and you confirm that you have taken note of it.
When the right of withdrawal DOES apply
If you order one of our pieces exactly as offered, without any individual specification or personalisation, you have the full statutory right of withdrawal. The instructions in section 5 then apply.
If you are ever unsure which case applies to your order, ask us at info(at)bagsbeyond(dot)com before you confirm. We will tell you plainly.
5. WITHDRAWAL INSTRUCTIONS
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us:
Bags Beyond GbR
Eigenhaustraße 2
81673 München
Germany
Email: info(at)bagsbeyond(dot)com
Phone: +49 163 1530443
of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email. You may use the model withdrawal form set out in section 6, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us. We will do so without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In no event will you be charged any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
6. MODEL WITHDRAWAL FORM
If you wish to withdraw from the contract, you may fill in this form and send it back to us. Using it is optional.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
To:
Bags Beyond GbR
Eigenhaustraße 2
81673 München
Germany
Email: info(at)bagsbeyond(dot)com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
.......................................................................
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.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
7. YOUR RIGHTS IF SOMETHING IS WRONG WITH THE BAG
The exclusion of the right of withdrawal for made-to-order pieces does not affect your statutory rights in the event of defects. These rights apply to every bag we make, custom or not.
Your statutory rights apply under sections 434 and following of the German Civil Code. The limitation period for claims relating to defects is two years from delivery.
A defect means that the bag deviates from what was agreed at the time it was handed over to you, for example faulty stitching, a broken clasp or zip, leather that splits, or a bag that does not match the confirmed design, size or colour.
In that case you are entitled in the first instance to have the bag repaired or remade, at your choice, unless one of the two options is unreasonable. Only if this fails, is refused, or is unreasonable for you do further rights apply: reducing the price, or withdrawing from the contract and receiving a refund.
If the bag has a defect, you do not bear any costs. We cover the return shipping, the repair or the remake.
What is not a defect: damage that occurs after delivery, in particular through improper use, improper care, moisture, heat or accident; normal wear and tear; and the natural ageing, darkening and patina of leather. Care guidance is available on our Craft and Care page.
8. HOW TO REPORT A PROBLEM
If your item arrives damaged, defective or significantly different from what was agreed, please contact us as soon as possible at info(at)bagsbeyond(dot)com.
Please include:
- your order number
- a short description of the issue
- clear photos of the item, the affected detail and the packaging
We will review it and come back to you with the next steps. In practice we will normally offer to repair or remake the bag first, because that is what your statutory rights provide for and because we would rather you ended up with the bag you wanted. Where a repair does not make sense, we will discuss a refund or a price reduction with you.
Please do not send anything back before speaking to us, so that we can arrange the return correctly and cover the cost.
9. TRANSPORT DAMAGE
If a parcel arrives visibly damaged, please note this with the carrier where possible and photograph the packaging before unpacking, then contact us.
This helps us with our claim against the carrier. It is not a condition of your rights against us — those apply either way.
10. NATURAL VARIATIONS
Our bags are handmade from leather and other natural materials. Small variations in colour, texture, grain, measurements, finish or details can occur between one piece and another, and between the finished bag and the reference images.
These variations are part of the handmade nature of the product and are not defects, as long as the bag matches the agreed design and specifications. The same applies to the natural darkening and patina that real leather develops over time.
This does not limit your statutory rights in any way.
11. REFUNDS
Where a refund is due, it is processed to the original payment method.
For withdrawals under section 5, we refund within 14 days at the latest, as required by law. In other cases we process refunds without undue delay once we have agreed on the outcome with you.
Depending on your bank or payment provider, it may take a few additional business days for the amount to appear on your account. We do not charge any fee for a refund.
12. RETURN SHIPPING COSTS AT A GLANCE
- Withdrawal from a contract where the right of withdrawal applies: you bear the direct cost of returning the goods.
- Defective, damaged or incorrect item: we bear all costs.
- Cancellation before production starts: nothing to return, no costs.
13. INCORRECT CUSTOMER INFORMATION
We are not responsible for delays, failed deliveries or production problems caused by information that is incorrect, incomplete or provided late.
Please make sure your email address, shipping address and design details are correct before confirming your order.
14. CONTACT
For questions about cancellations, returns, refunds or a problem with your bag, contact us at:
Bags Beyond GbR
Eigenhaustraße 2
81673 München
Germany
Email: info(at)bagsbeyond(dot)com
Phone: +49 163 1530443