Refund policy
Returns and Refund Policy
At Beni House, we want you to be fully satisfied with your purchase. This policy applies to orders placed through our online store.
Right of withdrawal
Consumers have the right to withdraw from their purchase within 14 calendar days, without having to provide a reason.
The withdrawal period begins on the day after the customer, or a third party appointed by the customer, receives the goods.
To exercise this right, please contact us at housebenih@gmail.com and include:
- your full name;
- your order number;
- the product or products you wish to return;
- a clear statement confirming that you wish to withdraw from the purchase.
You may use the withdrawal form included at the end of this policy, although this is not mandatory.
Return conditions
Returned products must be:
- unused, except for the handling reasonably necessary to establish their nature, characteristics and functioning;
- complete and accompanied by all accessories;
- returned in their original packaging whenever possible;
- in a condition suitable for resale.
Customers may be held responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the product.
Return deadline
After notifying us of your decision to withdraw from the purchase, you must return the products within 14 calendar days.
Returns must be sent to:
Beni House
Rua Cidade de Fafe, No. 10
Silvares (São Martinho)
4820-713 Fafe
Portugal
Please contact us at housebenih@gmail.com before sending any return.
We recommend using a tracked shipping service. Beni House is not responsible for returns lost in transit when the return shipment is arranged by the customer.
Return shipping costs
When a return is made due to a change of mind, incorrect choice or withdrawal from the purchase, the customer is responsible for the return shipping costs.
When the product received is damaged, defective, incomplete, non-conforming or different from the product ordered, Beni House will cover the reasonable return shipping costs.
Damaged, defective or incorrect products
Please inspect your order upon delivery and contact us as soon as possible if:
- the product arrives damaged;
- the product is defective;
- the order is incomplete;
- the product received is not the product ordered.
Please contact us at housebenih@gmail.com, including your order number and, whenever possible, photographs of the product and its packaging.
After assessing the issue, we may provide, depending on the circumstances and applicable law:
- repair;
- replacement;
- a price reduction;
- cancellation of the contract and a refund.
This policy does not affect your statutory rights regarding product conformity and legal guarantees.
Hygiene and care products
For health and hygiene reasons, sealed pet hygiene and care products, including shampoos, paw balms and similar products, may only be returned due to a change of mind when:
- the original seal or protective packaging has not been removed;
- the product has not been opened;
- the product shows no signs of use.
This restriction does not apply when the product is defective, damaged or does not correspond to the product ordered.
Products excluded from change-of-mind returns
Unless the product is defective or non-conforming, we cannot accept returns of:
- personalised products or products made to the customer’s specifications;
- sealed products that are not suitable for return for health or hygiene reasons once unsealed;
- products that have been inseparably mixed with other goods after delivery;
- gift cards;
- any other products excluded from the right of withdrawal under applicable law.
Refunds
Once we receive and inspect the returned products, we will notify you whether the refund has been approved.
Approved refunds will be issued using the same payment method used for the original purchase, unless otherwise expressly agreed.
Refunds will be processed within the legally applicable period of 14 days from the date on which we are informed of your decision to withdraw. We may withhold the refund until we have received the returned products or until you provide evidence that they have been sent back, whichever occurs first.
For withdrawals, the refund will include:
- the price of the returned products;
- the cost of the least expensive standard delivery option offered by Beni House.
Any additional delivery costs resulting from the customer choosing a more expensive delivery method will not be refunded.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Order cancellations
You may request the cancellation of an order by contacting housebenih@gmail.com.
When the order has not yet been prepared or dispatched, we will make reasonable efforts to cancel it and issue the relevant refund.
When the order has already been dispatched, the return procedure described in this policy will apply.
Contact
For questions regarding returns or refunds, please contact:
Beni House
Email: housebenih@gmail.com
Address: Rua Cidade de Fafe, No. 10, Silvares (São Martinho), 4820-713 Fafe, Portugal
Model withdrawal form
To:
Beni House
Rua Cidade de Fafe, No. 10
Silvares (São Martinho)
4820-713 Fafe
Portugal
Email: housebenih@gmail.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Product(s): ______________________________
Order number: ___________________________
Order date / date received: ______________
Customer’s name: ________________________
Customer’s address: _____________________
Date: __________________________________
Signature, only if submitted on paper: