Order Cancellation (Right of Withdrawal)

If you are based in the European Union, you have the right to cancel your order at any time before it has shipped, without giving any reason. This is known as the right of withdrawal, guaranteed under EU Directive 2011/83/EU and, for Italian customers, under Article 52 of the Codice del Consumo (Italian Consumer Code).

Once your order has shipped, it can no longer be cancelled, but you may still request a return once the product is delivered, as described below.

To cancel an order before it ships, go to your account page, open the relevant order, and select Cancel order. If the option is no longer available, your order has already entered the shipping process and a cancellation can no longer be processed automatically. In that case, please contact us and we will assist you.

Return Policy

Our return policy differs slightly depending on where your order is delivered, to reflect the consumer protection rules that apply in your region.

European Union

Defective, damaged, or incorrect items: if the product you received is defective, arrives damaged, or is different from what you ordered, this is covered by your legal right to receive goods that match their description. This legal warranty of conformity is guaranteed under EU Directive (EU) 2019/771 and Articles 128 to 135 of the Codice del Consumo, and applies for 2 years from the delivery date (Art. 133 Codice del Consumo). The return is completely free of charge and the refund or replacement is fully guaranteed, with no deduction applied and no 14-day time limit.

Change of mind or any other reason: you have 14 days from the delivery date to request a return without needing to provide a justification, under Article 52 of the Codice del Consumo and Article 9 of EU Directive 2011/83/EU. Since this type of return is not due to an error or defect on our side, the return shipping cost is your responsibility, in accordance with Article 57 of the Codice del Consumo, and you may use any courier you prefer.

Switzerland, United States, Australia

All returns, regardless of reason, must be requested within 14 days of the delivery date.

Defective, damaged, or incorrect items: the return is free of charge, with return shipping covered by us, and a full refund guaranteed.

Change of mind or any other reason: the return shipping cost is your responsibility, and you may use any courier you prefer.

This policy does not affect any additional rights you may have under the consumer protection laws applicable in your country.

Return Eligibility

To be eligible for a change-of-mind return, your item must be in the same condition that you received it: unworn or unused, with all original tags, and in its original packaging.

If the product shows signs of use or handling beyond what is reasonably necessary to check its nature, characteristics, and proper functioning (similar to what you would do when trying out an item in a physical store), we reserve the right to deduct an amount from your refund proportional to the resulting decrease in value of the product (for EU customers, as provided under Article 57 of the Codice del Consumo). In cases where the product has been significantly used, damaged, or is no longer in a resellable condition due to handling beyond normal testing, this deduction may amount to a substantial part of the refund. We will always inform you of the assessment and the deducted amount before finalizing the refund.

To start a return for a defective, damaged, or incorrect item, please send clear photos and, where possible, a short video showing the issue to info@benitronica.com.

How to Request a Return

You can request a return directly from your account page. We strongly recommend also contacting us by email or through customer support right after submitting the request, so you can share photos and videos of the product and speed up the process.

Our customer service team also offers a dedicated real-time assistance session for every customer after purchase. This live chat, available directly on the product page, connects you with a BeniTronica support agent for personalized help.

Exceptions: Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons once opened (for EU customers, in accordance with the exceptions to the right of withdrawal listed under Article 59 of the Codice del Consumo). This includes products that come into direct contact with skin or animals, such as razors, grooming devices, or other personal care tools: these can only be returned if the packaging and any protective seal are still intact and unopened, unless the item arrives damaged, defective, or incorrect. These restrictions exist to ensure the highest standards of hygiene and customer safety. Please contact us if you have any questions about a specific item.

Exchanges

The fastest way to get the item you actually want is to return the one you have, and once the return is accepted, place a separate order for the new item.

Refunds

Once your return is approved, we will refund all payments received (for EU customers, in accordance with Article 56 of the Codice del Consumo). We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days of approval. Please note that it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at info@benitronica.com.