Refund policy
At Bench Store, your satisfaction is our priority. If you are not completely happy with your purchase, our returns and refund policy ensures a smooth and hassle-free process.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your order for any reason, with no need to give a reason, within 14 days of receiving your goods.
- You must tell us you wish to cancel within 14 days of delivery.
- Once you've told us, you then have a further 14 days to send the goods back to us.
Returns Policy
Eligibility for Returns:
- Items must be returned in their original condition, unused, and with all packaging, labels, and accessories intact.
- Returns must be requested within 14 days of receiving your order, as set out above.
Non-Returnable Items:
- Custom or personalised products.
- Items marked as "Final Sale" or "Non-Returnable."
- Flat-pack products that have been assembled.
- Products damaged due to misuse, neglect, or improper assembly.
How to Initiate a Return:
- Contact our customer service team at enquiries@benchstore.co.uk within 14 days of delivery, with your order number and details of the return.
- We will provide a return authorisation and instructions for returning your item.
- You then have a further 14 days from telling us to send the item back to us.
Return Shipping Costs
Returns are at the customer's cost. This applies to all returns, including items originally delivered by pallet courier — you are responsible for arranging and paying for return carriage.
The only exception is where the return is due to an error on our part (e.g. an incorrect item sent) or the product is faulty — see Damaged or Faulty Items below. In those cases we cover the cost of return.
Refund Policy
Refund Eligibility:
- Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 5–7 business days and issued to the original payment method.
Deductions:
- Shipping charges for the original delivery (e.g. £4.99 for orders under £100, or any expedited shipping fee) are non-refundable unless the return is due to a fault on our part.
- Any extra shipping charges for remote postcodes are also non-refundable unless the return is due to an error on our part.
- Return carriage costs are never refunded by us, except where the return is due to our error or a fault with the item.
Damaged or Faulty Items
The 14-day cancellation right above is separate from your statutory rights under the Consumer Rights Act 2015 if an item arrives damaged, faulty, or not as described. If this happens:
- Notify us within 7 days of delivery at enquiries@benchstore.co.uk with photos of the issue and your order details.
- We will assess the situation and provide a resolution, such as a replacement, repair, or refund, at no extra cost to you. We will also cover the cost of returning the faulty item.
Exchanges
We currently do not offer direct exchanges. If you need a different item, please initiate a return for the original product and place a new order.
Cancellations
- Orders can be cancelled before they are dispatched for a full refund, including any delivery charge already paid.
- If your order has already been dispatched, you can still cancel within your 14-day right to cancel. You'll need to return the goods at your own cost within a further 14 days of telling us — see Return Shipping Costs above. We will refund the value of the goods and the standard delivery charge; any expedited or remote-postcode delivery surcharge is not refunded.
Contact Us
For any questions or assistance with returns and refunds, please reach out to us:
Email: enquiries@benchstore.co.uk