Last Updated: August 2026 

At Benbaro, we want you to love your purchase. If something isn't right, we are here to help.

Our Returns Policy is designed to be fair to both you, our customer, and our small business operations. Nothing in this policy limits or excludes your rights under Australian Consumer Law (ACL).

1. Change of Mind 

Due to the small nature of our business, we do not offer change of mind refunds.  We are happy to offer a store credit for eligible items.

Eligible includes:

• Items must be unused, unaltered, and in its original, brand new condition.
• All original tags, dust bags, and packaging must be in its original form.
• You must contact us to lodge a return within 14 days of receiving your delivery.

2. Incorrect, Faulty or Damaged Items

If your bag arrives and it is incorrect (e.g wrong colour or style), faulty, or damaged during transit, please accept our sincere apologies. We will prioritise resolving this for you.

What to do:

1. Do not use the item. Keep all original packaging.
2. Contact us immediately at hello@benbaro.com within 14 days of receiving your delivery.
3. Include your Order Number and provide clear photos of the incorrect item, the fault, or the damage to the packaging and the item itself.

Resolution:

Once we verify the issue (which may require the item to be returned for assessment):

• Minor Failure: We will offer to repair the item for free, or replace it.
• Major Failure (as defined by ACL): You are entitled to your choice of a full refund (including original shipping) or a replacement of the exact same item (if in stock).

For Incorrect, Faulty, or Damaged items, Benbaro will cover all return shipping costs.

3. How to lodge a Return 

As we are a small business operation, we operate an email-based return system to provide you with personalised service. Please do not send your item back before receiving authorization.

1. Email Us: Send an email to hello@benbaro.com with the subject line: "Return Request - Order #[Your Order Number]".

2. Provide Details:

• State the item you wish to return.
• Clearly state the reason for the return (e.g. Broken Hardware, Wrong Colour).
• Attach photos if the item is faulty, damaged, or incorrect.

3. Wait for Authorisation: We will review your request within 2-3 business days. If approved, we will send you a Return Authorisation Number (RA#) and the specific Return Shipping Address. Once you have received your Return Authorization (RA#) and the shipping address:

4. Pack Securely: Package the bag carefully in its original dust bag and packaging to prevent damage during transit. Please write the RA# clearly on the outside of the box. For Faulty/Damaged/Incorrect orders we will send you a pre-paid shipping label OR instruct you on how to ship the item back so we can reimburse you for the reasonable costs (please keep your postage receipt). For change of Mind returns you are responsible for organised shipping. We strongly recommend using a trackable shipping service (e.g., Australia Post Registered Post) and purchasing shipping insurance. We cannot be held responsible for items lost or damaged in transit back to us.

4. Refunds and Processing Times

Once your return is received at our studio, we will inspect it within 3-5 business days. We will email you to confirm that we have received your item and notify you of the status of your refund or exchange.

If approved:

• Refunds: A refund will be processed to your original method of payment within 10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.
• Store Credit: Your credit will be issued immediately.

5. Contact Information 

Please contact isabellemcmahon@benbaro.com with any queries, we are here to help! As we are a small business operation, we will strive to respond to any queries within 2-4 business days. 

6. Updates to this Policy 

This Returns Policy may be updated from time to time to reflect changes in our practices, technology, legal requirements or business operations. The “Last updated” date at the top of this page reflects the most recent revision. Material changes will be notified via the website or email where appropriate.