Return & Refund Policy

Return & Refund Policy

We strive for customer satisfaction at Ben's Choice. If you are not entirely satisfied with your purchase, we're here to help. Please review our policy on returns, refunds, and exchanges below.

Return & Exchange Conditions:

Eligibility for returns and exchanges, and responsibility for associated costs, depend on the reason for the return:

Condition 1: Ben's Choice Responsibility We will cover the return postage fees and any replacement fees if your return is due to one of the following reasons. Please note that original shipping fees are generally non-refundable.

  1. The product customization information does not match the details you provided, or there is an error in the customization performed by us.
  2. The item has issues with open lines, broken/stained elements, or unclear picture rendering or lettering attributable to a manufacturing defect or our error.
  3. You received the wrong or a mismatched size compared to what you ordered.
  4. You received the wrong item, or the shipment was lost in transit (requires confirmation from the carrier).
  5. The item arrived damaged or is otherwise defective.

Condition 2: Customer Responsibility The customer is responsible for return postage fees and any postage fees for replacement items under the following circumstances:

  1. You purchased the wrong item or chose the wrong size for the product yourself.
  2. The product is not suitable for your intended use (and is not defective).
  3. Personal reasons, including changing your mind, personal taste, etc.

Non-Refundable Items:

The following types of items cannot be returned or refunded unless they fall under Condition 1 (e.g., arrived defective or wrong):

  • Customized Products: Items that have been personalized or made to order. (Exception: If the customization error was made by Ben's Choice as per Condition 1).
  • Consumable Products: Items that are used up, such as printer supplies (ink, toner), film, etc., especially if opened or used.

Return/Exchange Procedure:

  1. Initiate Contact: To start a return or exchange, please email our customer service team first at service@benschoice.com. Please include your order number and a clear reason for the return/exchange, along with any supporting photos if applicable (e.g., for damage or errors).
  2. Await Instructions: We will review your request and respond within 48 business hours with further instructions.
  3. Return Address: If your return is approved, we will provide the specific return shipping address in our email response. Please do not send returns before receiving confirmation and the correct address. Our administrative office is at 56 Little Birches, Sidcup, DA15 7LW, UK, but the return warehouse address may differ.
  4. Ship the Item: Pack the item securely and ship it back according to the instructions provided. We recommend using a trackable shipping service.

Refund Processing:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.   
  • Please allow up to 7 business days for the refund to appear in your account after we have processed the return.   

Order Cancellation Policy:

  • You may request to cancel your order before it has been shipped.
  • To request a cancellation, please contact us immediately at service@benschoice.com .
  • If the cancellation is approved before shipment, a 4.5% processing fee will be deducted from the refund amount to cover transaction costs.
  • Orders cannot be cancelled once they have been shipped. If you wish to return the item after shipment, please follow the Return/Exchange Procedure above.

Contact Us:

If you have any questions about our Return & Refund Policy, please contact us at service@benschoice.com