Return & Exchange Terms
1. Contact Us First: Before returning or exchanging items, please Contact BENESCRUB via Email: service@benescrub.com.
Unauthorized returns will not be accepted.
2. Merchandise Condition: To be eligible for return, your item must be in the same condition as when you received it, unworn or unused, with tags attached, and in its original packaging. The customer is responsible for paying shipping costs in cases not related to our error.
3. Damages and Issues: If you discover that an item is defective or damaged after receiving your order, or you receive the wrong item, please contact us immediately and send a clear picture or video highlighting the problem so we can evaluate the problem and correct it.
4. Return Time Limit: The time frame for return & exchange must not exceed 45 days from when the original order was received. NOTE: Please do not send returns to the address on the package. This is not our return address and will affect your return processing.
5. Use a Shipping Method with Tracking Information: When returning or exchanging items, customers must use a shipping method with tracking information. Returns or exchanges without tracking will NOT be processed.
6. Promotional Gifts also Need to be Returned: To return an item, any promotional gifts received must be included with the returned item. Otherwise, the retail value of the promotional gift will be deducted from the refund.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Products that cannot be refunded/exchanged:
Customized embroidery products (Text/Picture).
Since embroidery is a customized product, once sold, returns, exchanges and refunds are not accepted.
It is recommended that you carefully choose the appropriate size and pictures, and communicate with us in time to avoid subsequent after-sales problems.
Refunds & Processing
1. We aim to process refunds or exchanges within 2-5 business days of receiving the returned package.
2. Refunds will be credited back to your original payment account and cannot be refunded to other cards or other payment methods.
3. Standard shipping charges before discounts will apply and are non-refundable. Although you may receive free or discounted shipping, we do pay the original shipping fee for each order. Therefore, we do not refund the original shipping charges.
NOTE: When you receive an incorrect or damaged item, BENESCRUB will refund you the $10 return shipping fee."
Package Lost
When the post office confirms delivery but the customer claims not to have received it, please contact our customer service team promptly and provide clear proof of loss, and we will resend the package to you.
Unauthorized Approved Return Cases
If the return or exchange service request does not comply with our regulations or the product is not a BENESCRUB product, BENESCRUB will not accept the returned product. In this case, the original merchandise will be returned,
Your satisfaction is our top priority and we will do whatever we can to help you.
If you have any questions or need help, please feel free to contact us.