At Benzro, we are committed to your complete satisfaction with every purchase. Our meticulously crafted rugs, mats, chest drawers, and wooden organizers are designed to elevate your home, and we hope you love your order. However, we understand that sometimes a product may not meet your expectations. Our Return & Refund Policy is straightforward, transparent, and designed to give you confidence when shopping with us.
1. Our 30-Day Satisfaction Guarantee
We offer a 30-day return window, allowing you to request a return within 30 days from the date you, or a designated third party, receive your order. This gives you ample time to ensure your new item is the perfect fit for your space. To qualify for a return, the item must be:
- Unused, unwashed, and in its original condition with tags intact.
- Packed in its original packaging (or a suitable, sturdy alternative if unavailable).
- Accompanied by the receipt or proof of purchase.
Please note that custom-made or personalized items are non-returnable unless they arrive damaged or defective.
2. What Types of Returns Do We Accept?
We accept returns for:
- Damaged or Defective Items: If your product arrives damaged or faulty, we’ll cover the return process and resolve the issue promptly.
- Dissatisfaction with Purchase: If the item isn’t what you expected, you can return it within the 30-day window, subject to the conditions above.
3. How to Initiate a Return
To start a return, contact our support team at support@benzro.com (available 24/7) or call us at +44 7449 762850 (Monday–Friday, 09:00–17:00). Please include:
- Your full name and order number.
- The item(s) you wish to return.
- The reason for the return (e.g., damaged, incorrect item, or not as expected).
- Clear photographs if the item is damaged or defective.
Once approved, we’ll provide detailed instructions on how to proceed. You have two options for returning the item:
- Independent Return: Ship the item to Benzro, Flat 3, 232 Alcester Road – Brimingham England CV37 9LG United Kingdom, using a trackable shipping service and providing us with the tracking details.
- Benzro-Organized Return: We can arrange the shipping and courier for you, ensuring a hassle-free process. The item must be accessible at street level for pickup.
Important: Do not return items without prior authorization, as unauthorized returns will not be accepted.
4. Return Shipping Process
For approved returns, you are responsible for securely packaging the item to prevent damage during transit. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as Benzro is not liable for items lost or damaged during return transit.
- Return Costs:
- Damaged/Defective Items: Return shipping is free, and we’ll provide a prepaid return label.
- Dissatisfaction Returns: Return shipping costs are the customer’s responsibility. Our team will inform you of the estimated cost before proceeding.
- Return Labels: If Benzro organizes the return, we’ll send you a downloadable PDF return label to print and provide to the courier.
5. Damages and Issues
We take great care to ensure your order arrives in perfect condition. However, if your item is damaged, defective, or incorrect, please inspect it upon receipt and contact us immediately at support@benzro.com. Include clear photos of the issue to help us process your claim efficiently. We’ll work with you to provide a replacement or full refund and, if applicable, file a claim with our shipping partner.
6. Refund Process and Timeframe
Once we receive and inspect your returned item, we’ll notify you via email about the approval or rejection of your refund. The item must match the condition described in your return request. If approved, your refund will be processed to your original payment method within 5 business days, though processing times may vary depending on your payment provider.
7. Exchanges
If you need a different size, color, or style, the quickest way to get the right item is to initiate a return for the original product and place a new order for the desired item. This ensures the new item is reserved and shipped promptly.
8. Non-Returnable Items
The following items are not eligible for return:
- Personalized or custom-made products (unless damaged or defective).
- Gift cards (digital or physical).
- Clearance or sale items marked as final sale.
If you’re unsure about an item’s return eligibility, contact us at support@benzro.com before purchasing.
9. Important Notes
- Packaging: Return items in their original packaging or a sturdy alternative to ensure safe transit.
- Proof of Purchase: Include your receipt or proof of purchase with the return.
- Hygiene & Safety: Items that appear used or are not in resalable condition (e.g., mats in high-traffic areas) may be refused for hygiene reasons.
- Restocking Fees: We do not charge restocking fees for returns.
- Lost Returns: Benzro is not responsible for returns lost or damaged in transit, so we recommend using a trackable and insured shipping service.
10. Our Commitment to You
Clear and timely communication is at the heart of our customer service. If you have any questions about returns, refunds, or anything else, our team is here to assist.
Contact Us:
Business Name: benzro.com
Address: Flat 3, 232 Alcester Road – Brimingham England CV37 9LG United Kingdom
Phone: +44 7449 762850 (Monday–Friday, 09:00–17:00)
Email: support@benzro.com (Available 24/7)
Thank you for choosing Benzro. We value your trust and are dedicated to making your shopping experience exceptional.