Refund policy
Returns
You have 14 days from the day you receive your order to request a return, for any reason. Items must come back unused and in their original condition. Once your return arrives and is inspected, we'll refund the piece to your original payment method within 7 business days.
Return shipping
Return shipping for change of mind returns is paid by the buyer. Please pack the piece as carefully as it arrived ceramics are fragile, and damage in return transit is the sender's responsibility. We recommend a tracked service.
How to start a return
Email studio@bencera.com with your order number and we'll confirm the return address and next steps.
Damaged ItemsTo process a claim for a damaged item, you must provide clear photographs of:
1.The damaged item(s).
2.The packaging materials.
3.The exterior of the shipping box.
Refunds for Damaged Orders
•Fully Damaged Orders: If all items in your order arrive broken, we will issue a full refund to your original payment method upon receiving the required photographic proof.
•Partially Damaged Orders: If you ordered multiple items and only some are damaged, and you wish to request a refund for the entire order, you must first return the undamaged items to us at your own expense. A refund for the full order (including the cost of return) will only be issued once we have received the undamaged goods in their original condition. Alternatively, we can issue a partial refund for only the damaged item(s) based on photographic proof, without requiring a return of the intact pieces.
Lost Packages
If your order has not been delivered within 10 business days of the estimated delivery date, please contact us at studio@bencera.com so we can investigate the issue with the carrier.