Refund policy
Return Policy.
At thebens, we value your satisfaction. If you are not completely satisfied with the quality or condition of our products, you may return them under the following conditions.
1. Eligibility:
You may return goods within 5 days of delivery for a full refund, minus return shipping costs calculated based on weight and volume.
Condition of Goods: Returned items must be undamaged, in their original condition, and include original packaging. Items must be unmarked, unused, and unassembled.
Non-Returnable Items: Assembled items are not eligible for return or exchange once out of their packaging.
2. Return Process.
Warehouse Purchases/Collections: Items collected from the warehouse can be returned to the same store for an exchange, credit note, or refund.
Delivered Goods: Goods delivered by the bens delivery team cannot be returned to the warehouse. TheBens & Courier Partners will arrange a return pick-up, with return shipping costs based on the product's weight and volume.
Return Timeframe: Once the goods are received and inspected, refunds will be processed within 5-10 business days.
3. Refund Options.
Refunds can be processed in the following ways:
-
Store Credit Note: Credit applied to your account with no expiration.
-
Exchange: Replace the item with another from TheBens.
-
Credit Card Refund: Refunds to the original payment method (this does not apply to Cash on Delivery orders).
4. Packaging Requirements
Customers are responsible for maintaining all original packaging materials. Returns are only accepted if the goods are in their original packaging. Failure to return items in the original packaging, even for defective or damaged goods, will result in a 25% deduction from the refund amount.
If you ask the delivery team to assist in assembling items and to remove the packaging, this will be considered an acceptance of the goods. Assembled items are not eligible for return.
5. Damaged or Faulty Goods.
Customers must inspect all items within 24 hours of receipt while maintaining the original packaging. If you discover any damage or defect, please notify thebens immediately via official email at info@thebenshome.com. Unauthorized returns will not be accepted.
All returns must meet the following conditions:
Goods must be in their original condition, with all packaging and accessories.
Items must not be used, altered, or assembled in any way.
Even for faulty items, if returned without the original packaging, a 25% deduction will be applied.
6. Custom-Made and Pre-Ordered Items.
-
Custom Orders: Custom-made products are non-refundable and cannot be exchanged for a change of mind. It is the customer's responsibility to ensure that all custom orders meet their expectations.
-
Pre-Orders: Pre-ordered items are typically delivered within the estimated timeframe, but delays may occur due to shipping or customs issues. In such cases, you may cancel the order for a full refund, but no additional compensation will be provided.
7. Order Cancellation.
-
Before Dispatch: You may cancel your order before it has been dispatched/delivered for a full refund. This does not apply to custom-made or pre-ordered items.
-
After Dispatch: If the order has already been dispatched, shipping fees will not be refunded.
-
Special Orders: Refunds are not available for special items that are already in production.
8. Item Specifications
As thebens frequently receives new stock, slight variations in color, texture, or construction may occur between different production batches of the same item. Customers ordering the same product at different times should understand that these minor differences are likely.
9. Refund Method
Refunds will be issued through the original payment method. If you paid in cash, your refund will be provided in cash. If you made an online payment using a card, the refund will be processed back to the same card.
We hope this clarified return policy enhances your shopping experience with TheBens. Please do not hesitate to contact us if you have any further questions.