Return & Refund Policy

Last updated: 11 July 2026

At Bennett & Birch, we want you to feel confident when placing an order. This Return & Refund Policy explains the conditions, procedures, and timeframes that apply to returns, damaged products, refunds, cancellations, and delivery-related issues.

By placing an order through our website, you confirm that you have reviewed and accepted this policy.

1. ORDER CONFIRMATION AND ACCEPTANCE OF THIS POLICY

By completing a purchase with Bennett & Birch, you acknowledge that:

  • you have read and understood this Return & Refund Policy;

  • you agree to the return conditions and timeframes described below;

  • you agree to follow the applicable return procedure before sending any item back;

  • information relating to your order, delivery, return request, and communication with us may be used to investigate and resolve payment disputes or chargebacks.

Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.

2. RETURN PERIOD

Eligible products may be returned within 30 days after delivery.

To qualify for a return, the product must meet all applicable conditions described in this policy.

Return requests submitted after the 30-day return period may be declined unless otherwise required by law.

3. RETURN ELIGIBILITY

To be eligible for a return, the product must:

  • be unused;

  • be unworn;

  • be unwashed;

  • remain in its original condition;

  • include the original packaging, labels, accessories, and included materials where applicable;

  • show no signs of damage, alteration, misuse, excessive handling, or wear.

You may inspect a product in a reasonable manner to determine its nature, characteristics, and functionality. Handling beyond what is reasonably necessary may affect eligibility for a full refund.

Bennett & Birch reserves the right to reject a return or reduce the refundable amount where a product:

  • has been used;

  • is damaged after delivery;

  • is incomplete;

  • has been altered;

  • shows excessive wear;

  • is returned in an unsanitary condition;

  • does not meet the return requirements stated in this policy.

4. RETURN SHIPPING COSTS

Unless the product is confirmed to be defective, damaged upon arrival, or incorrect due to an error by Bennett & Birch, return shipping costs are the responsibility of the customer.

Original delivery fees are generally non-refundable unless otherwise required by law or expressly approved by us.

Any customs duties, import charges, carrier fees, or additional costs associated with a return are the responsibility of the customer unless the return results from an error attributable to Bennett & Birch.

We strongly recommend using a tracked shipping service.

Bennett & Birch is not responsible for returned parcels that are lost, damaged, delayed, or misdirected during return transit.

Please retain your shipping receipt and tracking information until your return has been completed.

5. HOW TO REQUEST A RETURN

To initiate a return, contact us within 30 days after delivery at:

info@bennettbirch.com

Please include:

  • your full name;

  • your order number;

  • the email address used for the order;

  • the reason for the return;

  • the product or products you would like to return;

  • clear photographs or a short video where the product is damaged, defective, or incorrect;

  • any additional information reasonably required to review the request.

After reviewing your request, we will provide the applicable return instructions.

Do not return a product before receiving return authorization and instructions from Bennett & Birch.

Products sent to the original sender address, a carrier address, or another unauthorized location may not be accepted or processed.

The return address may differ from the address shown on the original parcel.

6. RETURN AUTHORIZATION

Receiving return instructions does not automatically guarantee approval of a refund.

Returned products will be inspected after arrival.

The final return decision will be based on:

  • compliance with this policy;

  • the condition of the product;

  • the completeness of the returned order;

  • the reason for the return;

  • the results of the return inspection.

Unauthorized returns may be refused, returned to the sender, or remain ineligible for reimbursement.

7. RETURN PROCESSING

After an approved return has been delivered to the designated return facility, please allow up to 7 business days for inspection and processing.

During periods of high demand, processing may require additional time.

Once the return has been reviewed, we will notify you regarding:

  • approval of the refund;

  • rejection of the return;

  • a request for additional information;

  • any applicable deduction;

  • another proposed resolution.

8. REFUNDS

Approved refunds will generally be issued to the original payment method.

After a refund has been processed, the time required for the amount to appear may depend on your:

  • bank;

  • card issuer;

  • payment provider;

  • original payment method.

Bennett & Birch does not control external payment-processing times.

Shipping costs, customs charges, return costs, and other non-product charges may be excluded from the refund unless otherwise required by law or approved by us.

Where a returned product has been used, damaged, altered, or reduced in value due to handling beyond what is reasonably necessary, an appropriate deduction may be applied where permitted by law.

9. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

Please inspect your order as soon as possible after delivery.

Where a product arrives damaged, defective, incomplete, or materially different from the item ordered, contact us within 2 days after delivery at:

info@bennettbirch.com

Please provide:

  • your order number;

  • your full name;

  • a clear explanation of the issue;

  • photographs showing the complete product;

  • close-up photographs showing the defect or damage;

  • photographs of the packaging where relevant;

  • a short video where necessary to demonstrate the issue.

We may request additional information before approving a solution.

Depending on the circumstances, we may offer:

  • a replacement;

  • a refund;

  • a partial refund;

  • store credit;

  • another appropriate resolution.

The available resolution may depend on product availability, the nature of the issue, and applicable consumer law.

Please do not dispose of, alter, repair, or return a defective product before receiving instructions.

In certain situations, a physical return may not be required.

10. REPLACEMENTS

Where a replacement is approved, processing generally takes approximately 7 to 14 business days.

Delivery time is separate from replacement-processing time and may vary depending on the destination, carrier, product availability, customs procedures, and other circumstances outside our control.

A replacement may not be available where the product is:

  • out of stock;

  • discontinued;

  • unavailable in the original size, style, or variation.

Where an identical replacement is unavailable, we may offer another appropriate resolution.

11. PRODUCTS THAT CANNOT BE RETURNED

Certain products may be excluded from return where required for hygiene, health, safety, customization, or other legitimate reasons.

Non-returnable products may include:

  • products that have been worn, washed, or used;

  • hygiene-sensitive products after their protective seal or packaging has been opened;

  • personalized or customized products;

  • products damaged through misuse or improper care;

  • products returned in an incomplete or unsanitary condition;

  • gift cards or other non-refundable items where applicable.

Any applicable exclusion will be communicated where reasonably possible before purchase.

Mandatory consumer rights remain unaffected.

12. LOST PACKAGES

Where tracking information indicates that a parcel may have been lost during transit, contact:

info@bennettbirch.com

Please provide:

  • your order number;

  • the tracking number;

  • your full delivery address;

  • any relevant carrier communication.

We may investigate the shipment with the carrier before approving a resolution.

A replacement or refund may be issued after the carrier or available delivery information confirms that the parcel has been lost.

An investigation may require additional time depending on the carrier.

13. DELIVERED BUT NOT RECEIVED ORDERS

Where tracking indicates that an order has been delivered but you cannot locate it, please:

  • verify the delivery address;

  • check entrances, reception areas, mailrooms, parcel lockers, and safe locations;

  • ask household members, neighbors, building staff, or reception personnel;

  • contact the delivery carrier where appropriate.

Please contact Bennett & Birch as soon as possible if the package remains missing.

We will provide reasonable assistance, but a refund or replacement is not automatically guaranteed where the carrier confirms successful delivery to the address provided during checkout.

14. INCORRECT OR INCOMPLETE DELIVERY ADDRESSES

Customers are responsible for reviewing delivery information before completing an order.

Where an order cannot be delivered because the address provided was:

  • incorrect;

  • incomplete;

  • inaccessible;

  • missing required information;

additional shipping or handling costs may apply.

Where a parcel is returned to us, reasonable costs resulting from the failed delivery may be deducted from the refund where permitted by law.

Any remaining eligible amount will be reviewed after the returned parcel has been received and inspected.

15. REFUSED OR UNCLAIMED PACKAGES

Where a package is:

  • refused upon delivery;

  • not collected;

  • left unclaimed;

  • returned because delivery could not be completed;

the order will not automatically qualify for a full refund.

Reasonable shipping, return, handling, customs, carrier, or administrative costs incurred as a result may be deducted from the refundable amount where permitted by law.

A refund, where applicable, will generally be considered only after the parcel has been returned and inspected.

16. ORDER CANCELLATIONS

Contact us as soon as possible to request an order cancellation:

info@bennettbirch.com

Please include:

  • your order number;

  • your full name;

  • a clear request to cancel the order.

Our fulfilment process may begin shortly after an order is submitted.

We cannot guarantee that a cancellation request can be completed after processing or fulfilment has started.

Once an order has been packed, transferred to a fulfilment partner, or dispatched, it may no longer be possible to cancel or modify it.

Where cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

17. CHANGES TO ORDERS

Requests to change an address, product, quantity, size, colour, or other order information should be submitted as soon as possible.

We cannot guarantee that requested changes can be completed after an order has entered processing.

Bennett & Birch is not responsible for delivery issues resulting from incorrect information submitted by the customer where the order could no longer be changed before shipment.

18. RIGHT OF WITHDRAWAL

Where a statutory right of withdrawal applies to your purchase, you may exercise that right within the legally required period and subject to applicable conditions and exclusions.

To submit a withdrawal request, contact:

info@bennettbirch.com

Your request should clearly state your intention to withdraw from the purchase.

Where permitted by law, customers may remain responsible for the direct cost of returning the product.

Any mandatory rights provided by applicable consumer law take priority over conflicting provisions in this policy.

19. DELIVERY DELAYS

Estimated delivery dates are provided as estimates and are not guaranteed unless expressly stated otherwise.

Delivery may be affected by circumstances outside our reasonable control, including:

  • carrier delays;

  • customs inspections;

  • import procedures;

  • severe weather;

  • transportation disruptions;

  • public holidays;

  • regional service interruptions;

  • unusually high order volumes;

  • incorrect or incomplete delivery information.

A delay alone does not necessarily mean that an order is lost or automatically eligible for a refund.

Contact us where tracking has not updated for an unusually long period so that we can review the shipment.

20. CUSTOMS, IMPORT DUTIES, AND LOCAL CHARGES

International orders may be subject to:

  • customs duties;

  • import taxes;

  • local taxes;

  • brokerage fees;

  • carrier charges;

  • other government or destination-related fees.

Unless otherwise stated during checkout, these charges are not included in the product price and remain the responsibility of the customer.

Refusing a parcel because of customs charges does not automatically qualify the order for a full refund.

Costs incurred as a result may be deducted from any eligible refund where permitted by law.

21. CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact Bennett & Birch before submitting a chargeback or payment dispute.

Many delivery, product, return, and payment concerns can be resolved directly through our customer support team.

Contact:

info@bennettbirch.com

When responding to a payment dispute, we may provide relevant records to the payment provider, card issuer, bank, or dispute-resolution service.

These records may include:

  • order information;

  • checkout information;

  • payment records;

  • delivery and tracking information;

  • proof of delivery;

  • return-policy information;

  • customer correspondence;

  • photographs or videos;

  • refund or replacement records;

  • relevant website or transaction information.

Customers retain any rights available through their payment provider or applicable law.

22. ABUSE OF THE RETURN PROCESS

Bennett & Birch may take reasonable measures where there is evidence of:

  • fraudulent return activity;

  • repeated misuse of return rights;

  • false damage claims;

  • manipulation of products or evidence;

  • return of a different product;

  • abusive or unlawful conduct.

Where permitted by law, this may result in:

  • rejection of a return;

  • restriction of future purchases;

  • suspension of an account;

  • further investigation;

  • appropriate legal action.

This provision does not restrict legitimate customer complaints or lawful consumer rights.

23. POLICY CHANGES

Bennett & Birch may update this Return & Refund Policy to reflect:

  • changes to our services;

  • operational changes;

  • legal or regulatory requirements;

  • changes to fulfilment or delivery procedures;

  • improvements to customer service.

The version published on our website at the time of purchase will generally apply to the relevant order unless mandatory law requires otherwise.

24. CONTACT US

For questions regarding returns, refunds, damaged products, replacements, cancellations, or this policy, contact:

Bennett & Birch
Email: info@bennettbirch.com

Our customer support team will review your request and provide the relevant next steps.