Returns & Refund Policy

Last Updated: October 2025

At Benzro, we want you to love your new furniture, rugs, mats, or artificial plants. If something isn’t quite right, we’re here to help. This Returns and Refund Policy explains how to return items, what our process looks like, and when you can expect your refund.

We’re committed to making returns as straightforward as possible while following UK consumer law. Your satisfaction and statutory rights are important to us.

Contact us: support@benzro.com | +44 7465 272147 | 225 Manchester Road, Thornton Lodge, Suit 5, Huddersfield, West Yorkshire, United Kingdom, HD1 3JG

Your 14-Day Right to Return

Under the UK Consumer Contracts Regulations 2013, you have the right to change your mind about most purchases made online.
You have 14 days from the day you receive your order to decide if you want to keep it—this is your “cooling-off period.”

If you choose to return something, notify us within the 14 days. You then have another 14 days to send the items back to us.

This applies to most items we sell, but there are some exceptions (see Items We Can’t Accept below).

How to Start a Return

Step 1: Contact Us

Email support@benzro.com or call +44 7465 272147 within 14 days of receiving your order.

Include:

Your order number
Which item(s) you want to return
Reason for return (optional but helpful)
Photos if the item is damaged or faulty

We reply within 48 hours (Monday–Friday, 9 AM–5 PM).

Step 2: Get Your Returns Authorization

We’ll send:

A Returns Authorization Number
Detailed return instructions

Do not return anything without authorization—unauthorized returns cannot be refunded.

Step 3: Pack Your Items Carefully

Items must be returned in original condition. Ensure:

Unused and unmarked
Original tags and documentation included
Original packaging (or secure alternative)
All furniture parts/accessories included

If packaging was damaged during delivery, use secure alternative packaging.

You are responsible for the item until it reaches us.

Step 4: Send Your Return

You must arrange and pay for return postage unless the item is faulty or incorrect.

We recommend:

Tracked delivery
Insurance for valuable items

For large furniture, we can recommend affordable couriers—just ask us.

Send returns to the address provided in your Returns Authorization email (may differ from our office address).

Step 5: We’ll Process Your Refund

After your return arrives, we inspect it within 3 working days.
If approved, we process your refund within 14 days.

Refund Details

What You’ll Get Back

You will receive a refund for:

The price you paid for returned item(s)
The original standard delivery charge (if entire order is returned)

We Do Not Refund

Return postage costs (unless the return is our fault)
Premium/express delivery charges
Assembly service fees

How Refunds Are Sent

We refund via your original payment method:

Card payments: 5–10 working days
PayPal: 24–48 hours
Klarna: Your plan is automatically adjusted

If Klarna was used and payments were already made, Klarna will handle the refund process.

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or wrong, we’ll resolve it promptly at no cost to you.

What Counts as Faulty or Damaged

Manufacturing defects
Structural faults
Damaged in transit
Wrong item/size
Missing parts
Doesn’t match website description

What to Do

Order number
Clear photos
Description of issue

We will arrange:

✅ Free collection
✅ Replacement
or
✅ Full refund (including delivery charges)

Your Consumer Rights Act 2015 protections remain intact.

Items We Can’t Accept as Returns

Unless faulty:

❌ Artificial Plants (once unpacked/displayed)
❌ Mats (once unpacked/used)
❌ Made-to-order or bespoke items
❌ Clearance/sale items (if stated separately)
❌ Assembled furniture (if not faulty)

If unsure, ask us before buying.

Exchanges

We do not offer direct exchanges.
To exchange, return the unwanted item for a refund and place a new order.

If the exchange is due to our error, we prioritize your replacement.

Restocking Fees

We do not charge restocking fees if items are returned properly within 14 days.

However, deductions may apply if items are:

Damaged due to poor packaging
Missing parts
Dirty
Used beyond inspection

We will always contact you first before deducting any amount.

After the 14-Day Period

You may still have rights:

Within 30 days: Full refund for faulty goods
Within 6 months: Repair or replacement
Up to 6 years: Rights against inherent faults

If you find a fault later, contact us—we’re here to help.

Furniture Assembly Returns

If you used our assembly service:

✅ Returns allowed if faulty
✅ Allowed if wrong item
✅ Allowed if you cancel before assembly

If you change your mind after assembly, return costs may be higher due to disassembly needs.

Questions About Returns?

We’re happy to help with anything related to returns—especially large furniture items.

BENZO TRADERS LIMITED

Business Name: BENZO TRADERS LIMITED
Email: support@benzro.com
Phone: +44 7465 272147
Address: 225 Manchester Road, Thornton Lodge, Suit 5, Huddersfield, West Yorkshire, United Kingdom, HD1 3JG
Hours: Monday–Friday, 9 AM–5 PM

Thank you for choosing Benzro for your home furnishing needs.