If you are unhappy with an order you are more than welcome to return any unused items back to BENTAMASTEREDIT within 28 days of delivery for an exchange or refund.

*Please note that we do not refund the shipping or delivery costs*

Please get in contact if you need any product or returns advice.
Email: bentamasteredit@gmail.co.uk

Returns and Exchanges Summary

• 28 Days to return unused items
• Customer pays for shipping to returns items
• First exchange sent out postage free

Sale items (if applicable)

Only regular priced items may be returned for online credit, unfortunately sale items cannot be returned.

Exchange an item 

What items cannot be Returned

• Consumables, e.g. Hair products such as shampoo, conditioners etc...

• Face masks 

A note on products 

You can return few other things (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.

Returning the Goods

Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.

Examples of common issues that can be avoided: contact with dirt, chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to the product packaging (e.g. hair straightners).

 

Instructions on Returning

 If your hair extension tools appear faulty due to quality issues, the fault must be reported to us via email to the Customer Service Department: bentamasteredit@gmail.com within a maximum of 14 days of the receipt date.

* When getting in touch about any problems with your order please provide us with an image of your packing slip. Also when returning products back to us please include your packing slip in the parcel *

All returns must have a fully completed Returns Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 28 days will result in the case being closed.

It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us. 

We have noticed many of our customers end up overpaying for return postage, in most cases a basic signed for service will suffice. Royal Mail Signed For rather than Royal Mail Special Delivery for example. For large or heavy items we recommend the use an online courier. If you need any advice then please email us.

 

Exchanges

We endeavour to process exchanges within 2 days of us receiving the goods.

Where the requested item is out of stock we will contact you.

Price difference in exchanges may require additional payment, if so we will contact you so the difference can be paid. If the requested exchange is cheaper we can refund the difference automatically. Remember we can reduce value of any returned item to reflect the loss in value whilst the goods are in your possession.

We will not refund your return postage costs, however for the first exchange we will send out the items postage free.

We will dispatch the exchanged item using our standard postage options, If the exchange postage service is to be enhanced the difference must be paid.

Second and Subsequent Exchanges

Additional postage may be requested if the order value is below our free postage threshold. A member of our customer service team will be in contact if additional postage payment is required.

Time periods

All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes the time limits for returning goods and providing refunds.

Refund an Item 

In addition to the statutory 14 Day Cancellation Period, we have an extended 28 Day Returns Period for refunds and exchanges. To be entitled to a refund or exchange you must have dispatched your goods to us within 28 days of receiving your order. If we have not been contacted within the 14 day period to be notified of your return you will not receive a refund for the basic rate of outgoing postage.

What items cannot be Returned

• Consumables if used or opened
• Face masks when opened and used

 

Returning the Goods

Please take reasonable care of the goods and return them unused, as we are entitled to deduct an amount from the refund or refuse the return entirely to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.

Examples of common issues that can be avoided: contact with dirt, chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to the product packaging.

 

Refund

We will refund the card which was used to place the order, and endeavour to process your refund for the returned items within 2 days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession.

Time periods

All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes the time limits for returning goods and providing refunds.

Cancelling an Order (UK) 

You can cancel an Order 14 days after taking possession of the goods for a full refund. We require a notice of cancellation by email - with your name, order number, address and details of the cancelled item/s. If we have not been contacted within the 14 day period to be notified of your return you will not receive a refund for the basic rate of outgoing postage.

 

 

Refund

We will refund the card which was used to place the order, and endeavour to process your cancellation within 2 days of us receiving the goods. This should be well within your Statutory Rights of 14 days having left your possession.

Our outgoing postage will only be refunded at the basic shipping rate and remember we do not refund your postage costs for sending the item back and we can reduce the refund to reflect any loss in value whilst the goods are in your possession.

Time periods

All time periods quoted in this guidance will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods and providing refunds.

Faulty Items 

We are sorry to hear there is a problem with your item.

If the delivered item(s) do not match your order, are damaged or incorrectly supplied, please contact us via email within 14 days to discuss a refund, repair or replacement. 

We will require you to send us a photo of any damaged or incorrectly supplied goods for our records to assist us in taking appropriate action.

Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return.

We are unable to give refunds for damaged or incorrectly supplied items not notified within 14 days.

It is our responsibility to deal with you in regard to the return, rather than you going directly to the manufacturer - your contract of sale is with us, the retailer.  

Faulty goods can be returned to us at any time, however please forewarn us with an email or phone call. Any photos you can supply remotely may aid us in speeding up a potential resolution of the issue.

For health and safety reasons please make sure any returned items are clean and dry. If they are not, we reserve the right to return them to you immediately without action.

The time since you received the item and us being aware of the issue will greatly determine the outcome.

30 Days

Upon confirmation of a fault, which was present within 30 days of you receiving the goods, you are entitled to a full refund. This includes our original postage and your return postage to a maximum of £8.00

If the return postage will cost more than this please contact us so we can advise or arrange an alternative.

 

ANYTHING ELSE...

Purchased with a Gift Card, Voucher or Store Credit

If you have used a Gift Card, Voucher or Store Credit, your refund will first be credited back to these alternative methods before any extra is put back onto your card.