Refund policy

Integrated Returns & Refund Policy (AU & UK)

At Bentolabs, we design and manufacture precision flatpack furniture engineered to exact standards. We want you to be completely satisfied with your purchase.

Because regional consumer protection laws vary depending on where you reside, please review the specific terms applicable to your shipping destination below.

Section A: Policy for Australian Customers

Under the Australian Consumer Law (ACL), retailers are not legally required to accept returns or provide refunds for "change of mind" or ordering mistakes.

1. Change of Mind & Ordering Errors

  • We do not accept returns or refunds if you simply change your mind, decide the item does not suit your space, or if you ordered the wrong size, color, or specification by mistake.
  • Assembled Goods: Once flatpack furniture has been unboxed or partially/fully assembled, the engineered packaging is broken, and components can no longer be resold as new. We strictly cannot accept returns for assembled or unboxed items.
  • Please carefully review all dimensions, product specifications, and finish options before completing your purchase.

2. Damaged, Defective, or Incorrect Items (ACL Consumer Guarantees)

If your item arrives with a major fault, transit damage, or if the wrong product was shipped in error:

  • Contact us at hello@bentolabs.design within 7 days of delivery with your order number and photos/videos of the damaged packaging and components.
  • Under Australian Consumer Law, if a product fails to meet a consumer guarantee, you are entitled to a repair, replacement component, full unit replacement, or refund depending on the nature of the issue.

Section B: Policy for United Kingdom Customers

Orders delivered within the United Kingdom are subject to the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Right to Cancel & Change of Mind Returns

UK distance selling laws grant UK consumers a mandatory 14-day statutory right to cancel an online order for any reason (including change of mind or ordering mistakes).

  • Cancellation Notification: You must notify us in writing at hello@bentolabs.design within 14 calendar days of receiving your delivery to request a cancellation or return.
  • Return Dispatch Window: Once you have notified us, you have a further 14 calendar days to dispatch the returned goods back to our UK warehouse.

2. Condition of Returned Items & Diminished Value Deductions

Under UK law, you are permitted to open and inspect goods upon delivery as you would in a physical retail store (e.g., carefully opening the box to inspect the finish or color).

  • Assembly & Packaging: Flatpack items are engineered for self-assembly. If an item has been fully or partially assembled, or if protective packaging/components have been damaged beyond basic inspection, the item loses significant resale value.
  • Value Loss Deductions: As permitted under UK Consumer Contracts Regulations, Bentolabs reserves the right to deduct an amount from your refund (up to 100% of the item’s value) to cover the loss in value resulting from assembly, unnecessary handling, or destroyed original packaging.
  • To receive a full refund, items must be returned unassembled, unused, in their original intact packaging, and with all parts included.

3. UK Return Shipping Costs

  • Customer Responsibility: For change of mind or customer ordering errors, the customer is responsible for arranging and paying for return freight. Because flatpack components are heavy and fragile, we strongly recommend using a trackable courier service with postal insurance. Return freight costs are non-refundable.
  • Defective or Damaged Items: If an item arrives damaged in transit, defective, or incorrect, Bentolabs will arrange and cover all return freight costs or supply replacement parts free of charge.

Section C: Refund Processing (Applicable Worldwide)

  1. Inspection: Once your return is received at our regional warehouse, our team will inspect the item for condition, completeness, and signs of assembly.
  2. Approval Notification: We will notify you via email regarding the approval or partial approval (if value deductions apply under UK terms) of your refund.
  3. Processing Time: Approved refunds will be processed back to your original payment method within 10 business days.
  4. Bank Processing: Please note that your bank or credit card company may require additional processing time (typically 3–5 business days) to post the funds to your account. If more than 15 business days have passed since your return was approved, please contact us at hello@bentolabs.design.

Section D: International Banking & Currency Fees

Transactions are processed in the official local currency of the region storefront you are using (e.g., AUD for Australia, GBP for United Kingdom).

Prices include local sales tax/VAT where applicable. Depending on your financial institution or card issuer, your bank may apply international or cross-border transaction fees. These fees are determined solely by your bank and are outside of Bentolabs' control.