Refund policy

At Benzal, we want you to be completely satisfied with your purchase of our handbags, shoulder bags, and clutches. If for any reason you are not satisfied, our Return & Refund Policy is designed to be straightforward and transparent. Please read the following terms carefully to understand our process.

1. Return Timeframe

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your bag must meet the following conditions:

  • The item must be unused, unwashed, and in the exact same condition that you received it.

  • It must include all original tags, protective covers, and packaging.

  • Handbags, shoulder bags, or clutches that show signs of wear, scratches, or missing parts will not be accepted for a return.

  • You must provide the receipt or proof of purchase (Order Number).

Non-Returnable Items:

  • Gift cards

  • Items marked as "Final Sale" (if applicable)

3. Step-by-Step Return Process

Since we do not use automated return portals, please follow these exact steps to initiate a return:

  • Step 1: Email our support team at support@benzal.shop. Include your Order Number, full name, and the reason for your return.

  • Step 2: Wait for our response. Our team will review your request within 24 business hours.

  • Step 3: If your return is authorized, we will reply with detailed instructions and the exact physical mailing address where you need to send the package.

  • Step 4: Pack the bag securely in its original packaging to prevent damage during transit and hand it over to your chosen courier service.

(Please Note: Do not send your purchase back to the manufacturer or to our address without receiving prior written authorization via email. Unauthorized returns will not be processed.)

4. Return Shipping Costs

  • Customer Responsibility: For returns due to "change of mind" or incorrect sizing selected by the customer, you will be responsible for paying your own shipping costs to return the item. Return shipping costs are non-refundable.

  • Our Responsibility: If the return is due to an error on our part (e.g., you received a defective, damaged, or completely incorrect bag), Benzal will cover the return shipping costs.

5. Restocking Fee

We do not charge any hidden fees. There is a No Restocking Fee policy on all eligible and authorized returns.

6. Damaged, Defective, or Incorrect Items

We carefully inspect all handbags and clutches before shipping. However, if your order arrives damaged, defective, or if you receive the wrong item, please notify us immediately.

  • You must contact us at support@benzal.shop within 24 hours of delivery.

  • Please attach clear photographs of the damaged or incorrect item and the original packaging.

  • We will evaluate the issue and arrange for a replacement or a full refund at no additional cost to you.

7. Exchanges

We only replace items if they are defective or damaged upon arrival. If you wish to exchange a bag for a different color or style, the fastest way is to return the original item following our return process. Once the return is accepted and refunded, you can make a separate purchase for the new item.

8. Refund Process

Once your returned item is received at our facility, our inspection team will review it.

  • Inspection: We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected based on the condition of the bag.

  • Processing: If approved, your refund will be processed immediately. The full purchase amount (minus any original shipping charges, if applicable) will automatically be applied to your original method of payment (Credit/Debit card).

  • Timeframe: Please allow 7 business days for your bank or credit card company to process and post the refund to your account.

9. Late or Missing Refunds

If you have not received your refund after the stated processing time, please follow these steps:

  • Check your bank account again carefully.

  • Contact your credit card company; it may take some time before your refund is officially posted.

  • Contact your bank. There is often some processing time before a refund is cleared.

  • If you have done all of this and still have not received your refund, please contact us at support@benzal.shop.

10. Contact Information for Returns

For any questions or concerns regarding your return or refund, please contact us directly:

Business Name: Benzal
Business Mail: support@benzal.shop
Business Contact: +447475488293
Business Days: Monday – Friday
Business Hours: 9:00 AM – 5:00 PM
Chat Support: 24/7
Business Address: Flat 13 Amberley Court, Angell Road, London SW9 7HL, United Kingdom