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Refund policy
Overview
At Bencerra, operated by AD Ecom BV, your satisfaction matters to us. This policy sets out the conditions for returns and refunds, designed to be clear, fair, and compliant with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
By completing a purchase on our website, you confirm that you've read, understood, and accepted the terms of this Refund and Return Policy. This is referenced at checkout and included in every order confirmation email.
Return Window
You may request a return within 30 calendar days of your confirmed delivery date, as recorded by the tracking carrier.
Return Eligibility
To qualify for a return and refund, items must meet all of the following:
Unworn, unwashed, and unused
In original condition, with all packaging and tags still attached
Return request submitted within the 30-day window via email
Items that don't meet these conditions may be refused, or subject to a restocking fee at our discretion.
Non-Returnable Items
These items can't be returned or refunded:
Lingerie, swimwear, and bodysuits (for hygiene reasons)
Items marked "Final Sale" or "Clearance"
Gift cards
Sizing and Product Expectations
We recommend checking our Size Guide before ordering. As with all clothing, measurements may vary by 1–3 cm (+/-) due to the manual nature of garment production. This is a standard industry tolerance, not a defect.
Minor differences in perceived colour, fabric texture, or appearance caused by screen resolution, lighting, or device settings aren't considered defects and won't be grounds for a return.
How to Initiate a Return
Step 1 – Contact Us
Email us within your 30-day return window with:
Your order number
The item(s) you want to return
A short reason for the return
Photos of each side of the item(s)
We'll respond within 1–2 business days with instructions. Returns sent without prior approval won't be accepted.
Step 2 – Return Shipping
Once approved, pack your item(s) securely and send them to the address we provide. A few things to note:
Return shipping costs are covered by the customer.
We recommend using a tracked shipping method — we're not responsible for items lost during return transit.
If your item arrived damaged or defective, we'll cover the return shipping cost.
Step 3 – Refund Processing
Once we've received and checked your returned item, we'll send you a confirmation email. Approved refunds are processed to your original payment method within 7–14 business days.
Original shipping fees are non-refundable.
Alternative Resolution: Partial Refund or Store Credit
To keep things simple and sustainable, we may offer a partial refund or Bencerra store credit instead of a full return — particularly useful for international customers where return shipping can be costly.
If you're not fully satisfied with the fit, style, or overall feel of the item, you may be able to keep it and receive a partial refund or store credit instead. Just mention this preference when you submit your return request and our team will help sort it out.
Damaged or Defective Items
If your order arrives damaged or defective, contact us within 48 hours of delivery via our Contact Form with:
Your order number
Clear photos showing the item and the defect
We'll offer a replacement, full refund, or store credit as a resolution. Under the Australian Consumer Law, you're entitled to a repair, replacement, or refund for goods that are faulty, not fit for purpose, or don't match their description. Claims made after 48 hours may take longer to resolve.
"Not as Described" Claims
If you think your item is materially different from how it was advertised, contact us with photos and a clear explanation. Please keep in mind:
Small colour differences caused by screen settings aren't considered "not as described."
Measurement variations of 1–3 cm fall within standard manufacturing tolerances and aren't defects.
General dissatisfaction (for example, not liking the fabric) doesn't count as a valid "not as described" claim.
Where we confirm a genuine manufacturing fault or fulfilment error, we'll resolve it with a full refund, replacement, or store credit, in line with your rights under the Australian Consumer Law.
Delivered but Not Received
If tracking shows your order as delivered but you haven't received it, we suggest:
Contacting your local carrier to lodge a formal missing package claim.
Getting a claim reference number from them.
Checking with neighbours, building management, or others in your household.
Filing a police report if you suspect theft.
We're unable to offer refunds or replacements for packages confirmed as delivered, unless the carrier formally acknowledges a delivery error after completing their investigation.
Return-to-Sender Orders
If your package is returned to sender due to an incorrect address, refused delivery, or being unclaimed, the following applies:
Refunds are only issued once the item is back at our facility.
A 25% restocking fee will be deducted from your refund.
Original shipping fees are non-refundable.
We strongly recommend double-checking your shipping address before placing your order.
Chargebacks and Dispute Resolution
Please reach out to us directly before lodging a chargeback or dispute with your bank or payment provider — we're committed to resolving issues quickly and fairly.
If a chargeback is filed, we'll provide your bank with the relevant documentation, including this policy, your order confirmation, tracking information, and any support communications. Customers who file a chargeback without contacting us first may face restrictions on future purchases.
You may also refer unresolved disputes to your state or territory's consumer affairs body, or to the Australian Financial Complaints Authority (AFCA) where relevant.
Refund Timelines
Refunds are processed within 7 business days of receiving and inspecting your returned item.
Refunds are issued to the original payment method used at checkout.
You'll receive a confirmation email once your refund has been processed.
If your bank hasn't reflected the refund after 14 business days, please contact them directly.
Contact Us
If you have any questions about this policy or would like to start a return, please get in touch:
Email: contact@bencerra.com
Tel: +61283173156
Company: AD Ecom BV
