Return and Refund Policy

Last updated: September 2026

At Bences, we want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help.

14-Day Return Period

You have the right to request a return within 14 days after receiving your order, where applicable under consumer law.

To start a return, please contact us at:

bencesinformation@gmail.com

Please include your:

• Order number

• Name

• Product you wish to return

• Reason for contacting us

You do not need to provide a reason when exercising a statutory right of withdrawal.

Return Conditions

To help us process your return efficiently, products should be returned:

• In reasonable condition

• With all included accessories or components

• In the original packaging where reasonably possible

You may inspect a product as you would in a physical store. However, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Return Shipping Costs

For returns where you simply change your mind, the customer may be responsible for the direct cost of return shipping where legally permitted and where this was communicated before purchase.

If a product is defective, damaged, incorrect, or not as described, you will not be required to pay return shipping costs where applicable under consumer law.

Please contact us before returning an item so we can provide the correct return instructions.

Do not send returns to an address shown on the original shipping package unless we specifically instruct you to do so.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your product arrives damaged, defective, incorrect, or significantly different from its description, contact us as soon as possible at bencesinformation@gmail.com.

Please provide:

• Your order number

• A description of the problem

• Clear photos or videos where appropriate

We will review the issue and provide an appropriate solution.

Depending on the situation and applicable law, this may include:

• Repair

• Replacement

• Partial refund

• Full refund

Customers in the EU benefit from a minimum 2-year legal guarantee for goods that are faulty or do not match their description.

Exchanges

If you would like a different size, color, or product, please contact us first.

Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order.

Non-Returnable Items

Certain products may not qualify for the standard right of withdrawal where an exception is permitted by law.

This may include, for example:

• Custom-made or personalized products

• Certain sealed hygiene-sensitive products after the seal has been broken

• Perishable goods

• Products that cannot reasonably be returned for health or hygiene reasons where the legal conditions for an exception are met

Any applicable exception will be clearly communicated where required.

Refunds

Once a return has been received and reviewed, we will notify you regarding the refund.

Approved refunds will normally be returned using the original payment method, unless otherwise agreed.

Please allow additional time for your bank or payment provider to process the refund.

Refund of Delivery Costs

When you validly exercise your statutory right of withdrawal, we will refund payments as required by applicable consumer law, including the standard outbound delivery costs where applicable.

Additional costs resulting from choosing a more expensive delivery method than our standard delivery option may not be refundable where permitted by law.

Order Cancellations

If you wish to cancel an order before it has shipped, please contact us as quickly as possible.

We will do our best to stop processing, but we cannot guarantee that an order can be cancelled once fulfillment has started.

Your statutory withdrawal rights remain unaffected.

Lost Orders

If your order appears to be lost in transit, please contact us at bencesinformation@gmail.com.

Where the carrier confirms that the shipment has been lost, we will provide an appropriate solution, which may include a replacement or refund.

Unless you arranged your own independent carrier, responsibility for the goods generally remains with the seller until the goods are delivered to you.

Refund Processing Time

After we issue a refund, the time it takes to appear in your account depends on your payment provider.

Most refunds appear within several business days, although some banks or payment providers may take longer.

Contact Us

For any return, refund, exchange, or order issue, please contact:

Bences
Email: bencesinformation@gmail.com

Please include your order number whenever possible so we can assist you more quickly!