At Benchocean, we want you to feel comfortable shopping for jewelry and accessories through our website. We understand that sometimes a necklace may not be exactly what you expected or an order may arrive with an issue.
This policy explains how to request a return, exchange, or refund and what to expect throughout the process.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order, provided the following conditions are met:
- The necklace is unused and has not been worn.
- The item remains in its original condition.
- Original packaging, tags, and included accessories are retained where reasonably possible.
- The product shows no signs of damage caused by improper handling or use.
- Proof of purchase or a valid order number is provided.
For hygiene and product-care reasons, jewelry that has been worn, altered, or damaged after delivery may not qualify for a standard change-of-mind return, subject to applicable consumer protection laws.
2. Items That May Not Qualify for Return
Certain products may be excluded from standard returns, including:
- Personalized or specially customized jewelry.
- Items clearly identified as final sale or non-returnable before purchase.
- Products that have been worn or modified after delivery.
- Items damaged through misuse or improper storage after receipt.
These exclusions do not affect any rights you may have under applicable consumer protection laws, including rights relating to faulty or incorrectly supplied products.
3. How to Request a Return
To begin a return, please contact our customer support team before sending any item back.
Include the following information in your email:
- Your full name.
- Order number.
- Name of the necklace or product you wish to return.
- Reason for the return.
- Clear photographs if the item is damaged or incorrect.
Our team will review your request and provide instructions for the next steps, including the appropriate return destination.
Please do not send products back without first contacting us, as this may delay the return process.
Return Requests: contact@benchocean.org
4. Damaged, Defective, or Incorrect Items
We recommend checking your order shortly after delivery.
If you receive a damaged, defective, or incorrect necklace, please contact us as soon as possible.
To help us investigate, provide:
- Your order number.
- A brief explanation of the issue.
- Clear photos showing the affected product.
- Photos of the outer packaging when relevant.
Once we have reviewed the information, we will discuss an appropriate resolution. Depending on the circumstances, this may include a replacement, exchange, repair, or refund.
Customers will not be charged return shipping costs for verified items that are damaged, defective, or incorrectly supplied, where applicable.
5. Refund Process
Once an approved return has been received and inspected, we will notify you of the outcome.
If your refund is approved:
- The refund will generally be issued to the original payment method.
- Processing will begin after the returned item has been reviewed.
- The time required for the funds to appear depends on your payment provider or financial institution.
Please allow approximately 5–10 business days for the refund to appear after it has been processed. Some payment providers may require additional time.
We will contact you if further information is needed to complete your refund.
6. Return Shipping Costs
For standard returns due to personal preference, a change of mind, or ordering the wrong item, the customer is responsible for the return shipping costs unless otherwise required by law.
If the return is caused by a verified product defect, shipping damage, or an error on our part, we will work with you to arrange an appropriate return solution without charging you return shipping costs where applicable.
Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law or where the return results from an issue attributable to us.
7. Exchanges
If you would prefer a different necklace or another available style, you may contact us to ask about an exchange.
Exchange requests are subject to product availability and approval.
If an exchange cannot be arranged, we may offer an alternative resolution, such as a refund for an eligible return.
Please contact us before shipping the original item back.
8. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests can generally be accommodated before the order enters processing or fulfillment.
Once an order has been shipped, cancellation may no longer be possible. In that situation, you may request a return in accordance with the conditions outlined in this policy and applicable laws.
9. Missing or Undelivered Orders
If your order has not arrived within the estimated delivery period, please contact our support team.
We may review the available tracking information and coordinate with the relevant shipping provider to investigate the delivery status.
If an order is confirmed lost or cannot be delivered, we will work with you to determine an appropriate resolution, which may include a replacement or refund.
10. Important Return Information
To help avoid delays:
- Always contact us before returning an item.
- Keep your order confirmation and shipping information.
- Package returned jewelry carefully to prevent additional damage.
- Use a trackable shipping service whenever possible.
- Retain your return shipping receipt until the process is complete.
We reserve the right to review return requests individually and apply this policy consistently, while respecting all applicable consumer rights.
11. Contact Our Support Team
If you have questions about returns, exchanges, refunds, or an existing order, our team is happy to assist.
Email: contact@benchocean.org
Website: Benchocean
Thank you for shopping with Benchocean. We appreciate your understanding and the opportunity to make your shopping experience a pleasant one.