Last Updated: 19 June 2026

At BENXU, we are committed to ensuring that our customers receive products in good condition. Due to the nature of our products, we generally do not accept returns or provide refunds for change-of-mind purchases.

Please review the following policy carefully before placing your order.

1. Exchange Eligibility

Customers may request an exchange within 7 calendar days from the date of delivery if:

• The product received is damaged during transit;
• The product received is defective;
• The wrong product was delivered;
• The product is missing from the order.

To qualify for an exchange, the item must:

• Be unused and unopened;
• Remain in its original packaging;
• Include all original contents and labels;
• Be accompanied by proof of purchase (order confirmation, receipt, or invoice).

BENXU reserves the right to reject any exchange request that does not meet the above requirements.

2. Non-Exchangeable Items

For hygiene, food safety, and quality assurance reasons, the following items are not eligible for exchange or refund:

• Opened products;
• Used or partially consumed products;
• Products damaged due to misuse, improper storage, or handling by the customer;
• Products purchased during clearance, promotional, or special sale campaigns (unless defective);
• Products returned without proof of purchase.

3. Exchange Procedure

To request an exchange, please contact our Customer Support team within 7 days of receiving your order.

Please provide:

• Order number;
• Description of the issue;
• Clear photographs of the product;
• Clear photographs of the outer packaging (if applicable).

Our team will review the request and respond within a reasonable timeframe.

BENXU reserves the right to request additional information before approving any exchange.

4. Refund Policy

Refunds are generally not provided.

Refunds will only be considered under the following circumstances:

• The purchased product is unavailable and cannot be fulfilled;
• An approved exchange cannot be completed due to stock unavailability;
• A duplicate payment has been successfully charged;
• Other exceptional circumstances approved by BENXU.

Where approved, refunds will be processed to the original payment method used for the purchase.

Processing times may vary depending on the payment provider, bank, or financial institution.

5. Shipping Costs

If the exchange request is approved due to:

• Product defect;
• Incorrect item shipped;
• Damage during delivery;

BENXU will bear the replacement shipping costs.

For all other approved exchange requests, customers may be responsible for the applicable shipping charges.

Original shipping fees paid during checkout are non-refundable.

6. Lost Parcels

If a parcel is confirmed lost in transit by the appointed courier service, BENXU will arrange for a replacement shipment or an alternative resolution at our sole discretion.

Investigation timelines are subject to the courier provider’s procedures.

7. Limitation of Liability

BENXU shall not be liable for any indirect, incidental, special, or consequential losses arising from the use of our products.

Customers are responsible for reviewing product information, ingredients, and usage instructions before consumption.

8. Contact Us

For exchange or refund enquiries, please contact:

BENXU Customer Support
Email: support@benxu.com