TERMS OF SERVICE & SALES

Terms of Service & Sale

Last updated: 22 Oct 2026

These terms govern your use of balfourcairns.com and consumer purchases made through our website. Please read them before placing an order and retain a copy for your records.

1. About us

This website is operated by Balfour Cairns Ltd, a company registered in Scotland.

Company number: SC809935
Registered office: 5 SOUTH CHARLOTTE STREET, EDINBURGH, SCOTLAND, EH2 4AN
VAT registration number: 473207401
Email: info@balfourcairns.com
Telephone: +44 (0)131 241 6612

In these terms, “Balfour Cairns”, “we”, “us” and “our” refer to Balfour Cairns Ltd.

Our online store is hosted on Shopify. Your contract for purchases from this website is with Balfour Cairns Ltd.

2. Our products

We aim to describe and photograph our products accurately. Colours may appear differently depending on your screen and settings.

Leather and other natural materials may vary in grain, texture and tone. Handcrafted products may also show minor variations consistent with their description and intended quality. These variations do not excuse defects or material differences from what we have promised.

Any dimensions described as approximate are subject only to reasonable manufacturing tolerances.

The product description will identify any material personalisation, limited-edition features or specific production arrangements.

3. Placing an order

You are responsible for checking your order details, including delivery information, product choices and personalisation instructions, before submitting payment.

After you order, we will send an acknowledgement confirming receipt. This acknowledgement does not by itself mean we have accepted your order.

For standard products, acceptance takes place when we send a dispatch confirmation.

For bespoke commissions or pre-orders, acceptance takes place when we send a separate written acceptance confirming the agreed specification, payment arrangements and delivery timetable.

If we cannot accept an order, we will inform you and refund any payment taken for it without undue delay.

4. Prices and payment

The applicable currency and total price will be displayed before you place your order. Applicable taxes charged by us and delivery charges will be shown at checkout.

Payment methods are those offered at checkout. Any deposit or staged-payment arrangements for commissions will be agreed in writing before acceptance.

If we discover a pricing or description error before accepting your order, we will contact you with the correct information. You may choose whether to proceed. If you do not proceed, we will refund any payment taken.

We will not require you to pay an increased price for an accepted order without your agreement.

5. Bespoke commissions, personalisation and pre-orders

Before accepting a bespoke commission, we will confirm the agreed specification, price, payment schedule and expected delivery timetable in writing.

Please check personalisation details carefully. If you request a change, we will explain whether it is possible and agree any effect on price or delivery before proceeding.

Genuinely bespoke or clearly personalised goods may be excluded from statutory change-of-mind cancellation rights, as explained in our Returns & Refunds Policy.

Standard products and pre-orders are not automatically excluded from cancellation rights simply because production has not yet started or finished.

Any commission cancellation charges must be fair, lawful and consistent with the written agreement. Your rights concerning faulty or misdescribed goods remain unaffected.

6. Delivery

Available destinations, delivery charges and estimated delivery times are provided before checkout.

Unless we agree another delivery period with you, we will deliver without undue delay and within 30 days of accepting your order. Longer production periods for commissions or pre-orders will be agreed before acceptance.

If a delay occurs, we will inform you and explain the available options. Your statutory rights concerning late or failed delivery remain unaffected.

Where we arrange delivery, the goods remain our responsibility until they come into your physical possession, or that of a person you nominate to receive them, subject to any applicable legal exceptions.

Please contact us if your order is lost or arrives damaged. We will investigate with the carrier; this does not remove our responsibilities to you.

7. International orders

Before placing an international order, please review the delivery and tax information shown for your destination.

We will explain whether import duties and taxes are collected at checkout or are payable separately on import. Where payable separately, these charges may be assessed by local authorities and must be paid by the customer.

We do not guarantee a particular customs clearance time. Your mandatory legal rights remain unaffected.

8. Cancellation, returns and refunds

Our Returns & Refunds Policy forms part of these terms and explains how to cancel an eligible order, return goods and request a refund.

Please read it before purchasing.

Nothing in these terms or that policy excludes or limits your statutory consumer rights.

9. Product care and repairs

Please follow the care instructions supplied with your product.

Damage caused by misuse, accidental damage, unsuitable treatment or ordinary wear does not necessarily indicate a manufacturing defect. However, we remain responsible where a product fails to meet applicable legal standards.

10. Website use and intellectual property

You may use this website for lawful purposes. You must not attempt to gain unauthorised access, introduce malicious software or interfere with its operation.

Our branding, photographs, written content and designs are owned by Balfour Cairns or used with permission. Except where permitted by law, you must obtain permission before reproducing them for commercial purposes.

11. Personal information

Our Privacy Policy explains how we collect and use personal information. Our Cookie Policy explains our use of cookies and similar technologies.

These policies are available through the website footer.

12. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights relating to goods.

These terms are intended for consumer purchases. Wholesale and other business purchases require separately agreed terms.

13. Events outside our reasonable control

If an event outside our reasonable control affects fulfilment, we will contact you and take reasonable steps to minimise its impact.

This does not remove your legal rights to cancel or obtain a refund where applicable.

14. Complaints

Please send complaints to info@balfourcairns.com, quoting your order number where relevant.

We aim to acknowledge complaints within 1working day and provide a substantive response within 14 working days. If further investigation is needed, we will keep you informed.

If a complaint cannot be resolved, we will provide any information about alternative dispute resolution that we are legally required to give.

15. Governing law

These terms are governed by Scots law.

If you are a consumer, this does not deprive you of mandatory protections under the laws of your country of habitual residence where those protections apply.

Nothing in these terms restricts your right to bring proceedings in any court available to you under applicable consumer law.

16. Changes to these terms

We may update these terms for future purchases. The version in force when you place your order will apply to that order, unless a change is required by law or expressly agreed with you.