Return and Refund Policy
At Bennett & Wells Co., we are committed to providing every customer with excellent service and a pleasant shopping experience. Our return and refund policy has been carefully outlined to ensure customer satisfaction while respecting certain conditions. Please read the following guidelines carefully regarding returns and refunds.
Cancellations
Our cancellation policy applies to requests made within one hour of placing an order. After this period, cancellation is no longer possible due to the automatic processing of the package.
Please contact us immediately at info@bennettwellsco.com.
If your order has already been shipped, it can no longer be cancelled. In this case, you may return the package once it has been received in order to request a refund. Please always include your order number when contacting us.
Returns
We do not offer free returns. Return shipping costs are the responsibility of the customer.
Returning Items
Can I return my order? Yes, returns are possible.
Items purchased from Bennett & Wells Co. may be returned within 30 days of delivery, provided that the following conditions are met:
• The product must not have been used
• The product must be returned in its original condition
• The product must not have been damaged by the customer
• Hygiene products and underwear cannot be returned
• The package must include a tracking code
• Return shipping costs are always the responsibility of the customer, regardless of the country
• We reserve the right to charge shipping costs to the customer
• The return must be communicated to our customer service team in advance
If these conditions are not met, the return will not be accepted.
In the case of damaged products, we kindly ask you to take a photo immediately as proof that the damage was not caused by you.
We reserve the right to refuse a return if we suspect that the product has been used or damaged without responsibility on our part.
Simple Returns in 3 Steps
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Contact Us
Send an email to info@bennettwellsco.com to request a return. Please include:
1a. Your order number
2a. The reason for the return
3a. Photos of the product in case of damage
Please also include your first name, last name, and address. We will provide you with the correct return address.
Do not send the package back to the sender’s address.
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Ship the Package
Send the package to the address provided, including the return form and a tracking code. You are responsible for the return shipment. Products must be sent back within 14 days after the return has been communicated.
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Refund Processing
Once we have received and inspected the package, we will process the refund using the same payment method used for the original purchase. The refund will be issued within 14 days.
Please note: Return shipping costs are the responsibility of the customer, as we offer free shipping on the initial order and follow a sustainable fulfillment system.
Our warehouse is located in Asia, which means return shipping costs may be higher. Please contact our customer service team so we can help you find the best possible solution.
Return Rights
Customers have the right to request a return when acting as a private individual and not for commercial or professional purposes. The return period is 30 days from the date the order is received.
Because our system is fully automated, orders are processed immediately and we are unable to stop shipment once processing has started. After delivery, a return is still possible.
To request a return, please send a clear email to info@bennettwellsco.com. The return is completed once we have received the product. Return shipping costs are the responsibility of the customer.
Registration for Orders in Transit
If the products are already in transit, cancellation is not possible. Please wait for the delivery and then proceed with the return process. You may inform us in advance of your intention to return the order.
To speed up the process, we kindly ask you to send us a shipping confirmation once the return has been sent.
Consequences of Return
If you request a return, we will refund all payments received, excluding shipping costs, within 14 days after receiving the returned goods. The refund will be made using the same payment method used for the purchase.
All returns are the responsibility of the customer and must be sent to our central warehouse in Asia.
Please note: Before making a return, you must send a request by email so we can verify whether your return is eligible.
Damages and Issues
Please inspect your order upon delivery. If the item is damaged or incorrect, contact us immediately so we can assist you.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as personalized or custom-made products, personal care items, and hazardous goods such as flammable liquids or gases.
Returns are not accepted on sale items or gift cards.
Exchanges
You may request an exchange for a different size or color. The exchange itself is free, but shipping costs for the new item must be paid by the customer, approximately $15.
You do not need to return the first item, making the process faster and easier.
Please contact us by email at info@bennettwellsco.com to start the exchange process.
Refunds
After receiving and approving your return, the refund will be processed automatically using the original payment method. Banks or credit card providers may take up to 2 weeks to process the refund.
Unclaimed Packages
For packages that are not collected from pickup points, additional costs may be charged. Unclaimed items can no longer be reused. Return shipping costs will also be the responsibility of the customer. In these cases, the full order amount will not be refunded.