Returns & repairs
A failed seam is our problem. A patina is not.
Full-grain leather changes the day you start carrying it, and that change is the point of buying it. A seam that lets go, a rivet that shears or a lining that tears is a different matter, and we repair or replace it. Here is the line between the two, drawn as plainly as we can.
Three kinds of "not right"
(a) Character, not a defect
- Natural patina: the hide darkens and takes on a soft sheen from hands, sun and pocket wear.
- Grain marks: healed scars, veins, insect nicks and stretch marks that sit inside the hide from birth.
- Colour shift between panels, and a slight darkening along the fold of a pull-up hide that settles back when the leather relaxes.
- Water spotting on vegetable-tanned cowhide — a ring that fades as the hide re-oils, or blends once you condition the whole panel.
- A faint blush of verdigris or a dark ring where solid brass hardware meets the leather.
- Slack in a strap after the first fortnight, and a tote that softens into your shape rather than holding a hard box.
(b) A defect we fix
- A seam that opens, a run of skipped saddle stitches, or a thread that fails along a strap root or gusset.
- Hardware that shears, seizes, or a plated buckle that flakes — solid brass and nickel should not do this.
- A lining that tears at the seam, or a zip that separates from its tape.
- Edge burnishing that cracks away in normal use, or a rivet that pulls through the leather.
- A monogram stamped upside down, off-centre or in the wrong colour against the approved proof.
- Stitching or hardware faults found within fourteen days of delivery are repaired or replaced at our cost, freight included.
Change of mind is a third case and it is not a defect: you may return an unused piece in its original condition within the same fourteen days, and we handle it as a return rather than a repair.
The fourteen-day window
The window opens on the delivery date on the courier's tracking record and runs for fourteen calendar days, weekends included. Send the request inside the window even if the parcel cannot travel until a few days later — the date you write is the date we hold. For a defect that only appears later, the window does not apply: a failed seam is covered for two years from delivery, because a saddle-stitched seam that survives the first month should survive years. Patina and grain variation are never a return ground, whenever you ask.
Eligible
Unused, unmarked goods with the dust bag, care card and carton; faulty goods in any condition; a piece that does not match the colour or size confirmed in writing.
Not eligible
Monogrammed or personalised pieces, unless the stamp itself is wrong against the approved proof. Goods damaged by misuse, by a third-party repair, or by heat and solvent. Clearance or sample pieces marked as final sale.
Custom work
A piece cut to a non-standard strap length, an unusual colour combination or a bespoke monogram is made for you alone and cannot be resold, so it is not returnable for change of mind. If it arrives faulty we repair or remake it.
Repair first, then replace
Our first answer to a fault is almost always a repair, and we will say so rather than talk you into a new bag. A failed seam is re-stitched by hand with the same thread colour and the original holes, so the leather is not perforated twice. A torn lining is unstitched, replaced and closed again. A sheared rivet is drilled out and reset with a solid brass replacement. Most jobs are on the bench and back in your hands in two to three weeks, including freight each way; a strap or belt can be quicker, and a full re-cut of a panel takes longer. If the hide lot is gone we offer the nearest current colour or a refund, and you choose.
How to start a return or a repair
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Write before you send anything
Email the desk with your invoice number, the piece, the reason and photographs taken in daylight — the fault itself, the inside of the bag and the carton. Do not post a parcel back on your own initiative; unauthorised returns cannot be matched to an order and may be refused at the door.
Reply in 1 working day -
Get your authorisation number
We send an RA number, the return address and a packing note. Write the RA number on the outside of the carton. For a defect we also send a prepaid label where our courier operates in your country.
RA issued within 3 working days -
Ship to the registered office
Returns go to our registered office: HUIXINDA Trading Company Limited, ROOM 10D R1, 10/F, KIN GAIN INDUSTRIAL BUILDING, 9 SAN ON STREET, TUEN MUN, HONG KONG. Mark the parcel "Returned goods — no commercial value" and attach the commercial invoice so customs does not raise a second duty.
Return address: Tuen Mun, Hong Kong -
Refund or repair
We inspect within three working days of arrival and then either refund or book the repair. Refunds go back to the original payment method within ten working days of approval, in US dollars. Bank charges on the original transfer are not refundable.
Refund: 10 working days
Freight, transit damage and customs
Who pays
For a defect or our mistake, we pay freight both ways. For change of mind, you pay the outbound freight back to Hong Kong and we do not refund the original shipping charge; the return must be tracked and insured, and we cannot refund a parcel that goes missing in transit.
Transit damage
Photograph the carton and the piece on the day it arrives, before you use it, and keep the packaging. Send the photographs the same day. A courier claim is only open while the carton is intact, so a picture taken a week later usually cannot be used.
Exchanges
Exchanges are treated as a return plus a new order, so the new piece joins the queue at three working days packing. If the price differs we invoice or credit the difference. We hold a returned piece for fourteen days while you decide.
Customs refusals
If a parcel is refused, abandoned or returned by customs because duties were not paid, we refund the price of the goods less the outbound freight and any charge the courier bills us for the return leg. We cannot reimburse duty you did not pay.
EU and UK buyers: your fourteen-day cooling-off right
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to cancel a distance sale within fourteen days of receiving the goods, without giving a reason. Tell us by email before the fourteen days expire and send the piece back within a further fourteen days; the goods must be unused and in their original condition. We refund the price of the goods and the standard outbound delivery charge within ten working days of receiving the return, using the original payment method. The direct cost of returning the goods is yours. Monogrammed and made-to-order pieces are exempt from this right where the law allows, because they are personalised to you. Nothing on this page reduces a statutory right you have in your own country.
Last updated 9 September 2026 · HUIXINDA Trading Company Limited