Returns & Refunds Policy
Returns & Refunds Policy
Last updated: April 2026
Overview
At Bencedesigns, we want you to be completely satisfied with your purchase. If for any reason you are not happy, we are here to help. Please read this policy carefully before making a purchase.
Your Right to Cancel (UK Consumer Contracts Regulations 2013)
As a UK consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.
To exercise your right to cancel, you must inform us of your decision within 14 days of receiving your order by contacting us at benm@bencedesigns.com or calling +44 20 3355 0694.
Return Conditions
To be eligible for a return, your item must be:
- Unused and in the same condition as received
- In its original packaging
- Accompanied by proof of purchase
Items that show signs of use, damage caused by the customer, or missing parts may not be eligible for a full refund.
How to Return an Item
- Contact us at benm@bencedesigns.com to notify us of your return and receive return instructions
- Securely package the item in its original packaging
- Ship the item back to us using a tracked delivery service
- Retain your proof of postage
Return Shipping Costs
If you are returning an item under your 14-day cancellation right, you are responsible for the cost of return shipping unless the item is faulty or was sent in error.
If the item is faulty, damaged, or incorrect, we will cover the cost of return shipping.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods.
Please note that original shipping costs are non-refundable unless the return is due to our error or a faulty product.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within the warranty period, please contact us immediately with:
- Your order number
- A description of the fault or damage
- Photographs where possible
We will assess the issue and offer a repair, replacement, or full refund as appropriate, in accordance with your rights under the Consumer Rights Act 2015.
Exchanges
If you would like to exchange an item, please contact us and we will do our best to accommodate your request, subject to stock availability.
Non-Returnable Items
The following items cannot be returned unless faulty:
- Items that have been used, assembled, or modified
- Items returned without original packaging
- Items returned outside the 14-day return window without prior agreement
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us:
Bencedesigns
Email: benm@bencedesigns.com
Phone: +44 20 3355 0694
Business Hours: Monday – Friday, 9:00am – 6:00pm (UK time)