Return Policy

Thank you for shopping at Bennet & Stone, Oxford. We take pride in providing high-quality products and attentive customer service. However, we understand that there may be situations where you need to return or exchange a product.

This Refund Policy outlines the terms and conditions under which returns, exchanges and refunds may be requested. Please read this policy carefully before making a purchase.

1) Applicability of the Return Policy

This return policy applies to all customers purchasing products from Bennet & Stone.

Customers may request a return within 30 days of receiving their order. Returns requested after this period may not be accepted.

Products must be returned in their original condition, unused, unworn, unwashed and in their original packaging where applicable. Items that are damaged, altered or not in resellable condition may not be eligible for return. Proof of purchase is also required.

Trying on items is permitted, but wearing them beyond normal fitting is not allowed. Products deliberately ordered in multiple sizes or variations with the intention of returning some or all items may be refused at our discretion.

2) How to Initiate a Return

To initiate a return for an exchange or refund, please email support@bennet-stone.co.uk, stating the reason for the return and including images or video of the product if applicable. Please also provide your order number.

If your return is accepted, we will send instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Returns may need to be sent to our central fulfilment warehouse in Asia. Further details will be provided once your return request has been approved.

If the return is caused by the customer, including a change of mind or dissatisfaction without defect, the customer is responsible for all return shipping costs. The exact cost depends on the shipping carrier chosen by the customer.

If the return is due to our error, such as receiving a damaged item or an incorrect product, the customer will not be responsible for the return shipping costs.

When returning items to us, it is essential to use a shipping method that provides a tracking number. This allows both you and us to monitor the parcel and confirm its delivery. Without valid tracking, we cannot guarantee the processing of your return.

We strongly recommend selecting a courier service that includes compensation in case of loss or damage during transit. Please ensure that your package is securely wrapped, as we cannot accept or refund items that arrive damaged due to insufficient packaging.

3) Damaged or Incorrect Items

Please inspect the packaging of your item(s) upon arrival. If you notice any damage or issues, please contact us immediately.

If your item arrives damaged or is not what you ordered, please email us within 24 hours of delivery and include:

• Clear photos or videos of the issue

• A brief explanation of the problem

• Your order number

We will offer a replacement or a full refund depending on your preference and stock availability.

Product quality issues must be reported within 7 days of delivery. Claims submitted after this period may not be eligible for replacement or refund.

4) Exchanges

If you would prefer to exchange an item, please indicate this when submitting your return request. Exchanges are subject to product availability.

5) Order Cancellations

Orders are processed automatically and enter fulfilment shortly after being placed. For this reason, cancellations may not always be possible once the order has entered processing.

If you need assistance, please contact support@bennet-stone.co.uk as soon as possible.

6) Receiving the Wrong Product

Although we follow strict order-picking procedures, mistakes may occasionally occur. If you receive an incorrect item, please contact us with your order details.

You may choose to:

• Keep the incorrect item with a partial refund, or

• Request shipment of the correct product

Depending on the situation, we may request that the incorrect item be returned.

7) Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within approximately 5–7 business days. Please note that your bank or card provider may require additional time to process the transaction.

If more than 7 business days have passed since approval and you have not received your refund, please contact support@bennet-stone.co.uk.

At Bennet & Stone, Oxford, customer satisfaction remains our priority. We aim to maintain a transparent, fair and efficient return and refund process.

If you have any questions regarding this policy, please contact our support team.