Returns & Refund Policy

At bencaoshop, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the terms outlined in this Return & Refund Policy.

By placing an order through our website, you acknowledge and agree to the terms described below.

1. Return Eligibility

Customers may request a return within 30 calendar days from the date the order is delivered.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging.
Include all original accessories, manuals, tags, labels, and protective materials (where applicable).
Show no signs of misuse, damage, or alteration caused after delivery.

Returns that do not meet these requirements may not be accepted.

2. Non-Returnable Items

For health, hygiene, safety, or product integrity reasons, certain items cannot be returned once delivered, unless they are defective or incorrectly supplied.

These may include:

Personal care and hygiene products
Cosmetics and beauty products that have been opened or used
Underwear, swimwear, socks, and similar intimate apparel
Gift cards
Clearance, final sale, or non-returnable promotional items
Any product identified on its product page as non-returnable

Where required by applicable law, your statutory consumer rights remain unaffected.

3. How to Request a Return

To request a return, please contact our customer support team before sending any item back.

Please provide:

Order number
Customer name
Product(s) you wish to return
Reason for the return
Photos or videos (if the product is damaged, defective, or incorrect)

Our support team will review your request and respond within 1–3 business days with further instructions if the return is approved.

Items returned without prior authorization may experience delays in processing.

4. Return Shipping

If your return is approved, return shipping arrangements will depend on the reason for the return.

If the return is due to:
A damaged item
A defective product
An incorrect item shipped by us

bencaoshop will arrange an appropriate solution, which may include return shipping at no additional cost where applicable.

If the return is requested for other eligible reasons:

The customer may be responsible for the reasonable cost of returning the item.

Where applicable, a return shipping fee of AED 20 may be deducted from the refund amount to cover return handling and transportation costs. Any applicable deductions will be communicated during the return approval process.

5. Inspection of Returned Items

After the returned item is received, it will be inspected to verify that it meets the eligibility requirements described in this policy.

If the return is approved, the refund process will begin.

If the returned item does not meet the return requirements, the return request may be declined. In such cases, the item may be returned to the customer where appropriate.

6. Refunds

Approved refunds will be issued using the original payment method used for the purchase whenever possible.

Once the refund has been approved:

Refund processing is generally initiated within 3 business days.
Depending on your payment provider or financial institution, it may take an additional 5–10 business days before the funds appear in your account.

If the original payment method is no longer available, our customer support team will provide further guidance where permitted by applicable law.

7. Exchanges

At this time, bencaoshop does not offer direct product exchanges.

If you wish to receive a different size, color, model, or product, please submit a return request (if eligible) and place a new order separately.

8. Damaged, Defective, or Incorrect Items

Please inspect your order promptly upon delivery.

If you receive:

A damaged product
A defective product
An incorrect item
Missing items

please contact us within 48 hours of delivery.

To help us investigate the issue, please include:

Your order number
A description of the issue
Clear photographs or videos showing the product and packaging

After reviewing your request, we will determine an appropriate resolution, which may include a replacement, refund, or other suitable remedy where applicable.

9. Order Cancellation

Orders may be cancelled without charge before they have entered processing or shipment.

Once an order has been processed or dispatched, cancellation may no longer be possible. In such cases, customers may request a return after receiving the order, subject to the conditions of this policy.

10. Contact Us

If you have any questions regarding returns, refunds, or your order, please contact us.

Store Name
bencaoshop

Email
[email protected]

Phone
+971 6 606 7733

Business Address
Samia Al Shamsi
483 Al Raqa Street
Al Sadiyat Island
Al Dhaid, Sharjah
United Arab Emirates

Our customer support team aims to respond to inquiries within 1–3 business days during normal business hours.