Returns & Refund Policy

While we hope that you're always delighted with your order, we understand that there are occasions you may want to return items. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To return an item, it must be in its original condition, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at ben@benchmandesigns.com. Please note that returns must be sent to the following address: 13/4 Cardigan Street, Arrowtown, Queenstown,9302. Please package your goods securely. We are not responsible for the damage or loss of items being returned.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us must first request a return to be accepted.

Shipping costs will only be reimbursed for damaged, defective or incorrectly sent items only.

We reserve the right to refuse a returned product that the recipient damages due to lack of care or disregard for the care instructions provided.

You can always contact us for any return questions at ben@benchmandesigns.com

Damages and issues

We take great care in checking all orders to ensure the goods you receive meet our quality standards and that we send you exactly what you have ordered. Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.

Please be aware that general wear and tear on our products does not constitute a refund. Once a product has been purchased and leaves our premises, we have no control over the environment it is going into and how it is being cared for; therefore, we cannot accept any responsibility for any timber movement that may occur post-purchase. If we are satisfied that all care instructions have been adhered to, we will replace or repair any goods deemed to be faulty if purchased within one month. If we cannot do this, you will be refunded for your item.

Exceptions / non-returnable items

Certain items cannot be returned, like custom products (such as special orders or personalized items). Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Once a product has been purchased and leaves our premises, we have no control over the environment it is going into or how it is being used and cared for. Therefore, we cannot accept responsibility for any timber movement that may occur post-purchase. In some circumstances, we will accept returns if they are within one month of purchase and we are satisfied that all care and instructions have been adhered to.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please get in touch with us at ben@benchmandesigns.com