We want you to be happy with what you buy from Beneera. If something isn't right, this page explains how to return it and how refunds are reviewed.
Return window
Most items can be returned within 30 days of the delivery date. Some items have shorter windows or are non-returnable for hygiene or safety reasons (see Non-returnable items below).
Eligibility
To be eligible for a refund, the item must be:
- In its original, unused condition with all original packaging, tags, and accessories,
- Free of damage caused after delivery, and
- Returned within the window above.
Items that arrived damaged or defective are handled separately — see below.
How to start a return
- Email support@beneera.com with your order number and a brief description of the reason for return.
- We'll review the request and, if eligible, send return instructions including the return address.
- Pack the item securely and ship it using a tracked service. Keep the tracking number until your refund is processed.
Inspection & approval
Once we receive the returned item, our team will inspect it. We'll send you an email confirming whether the refund was approved. We may decline a refund if the item is missing parts, shows signs of use, or arrives damaged due to inadequate return packing — in those cases we'll explain the decision and offer alternatives where reasonable.
Refund method and timing
Approved refunds are issued to the original payment method. After approval, it typically takes 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.
Damaged or defective items
If your order arrives damaged or with a defect, email us within 7 days of delivery. Include photos showing the issue and the shipping carton if relevant. We'll arrange a replacement, store credit, or full refund depending on stock and your preference. We cover return shipping for damaged or defective items.
Non-returnable items
For pet safety, certain items can't be returned once opened or used — for example, opened food, treats, supplements, used grooming tools, used litter, or items marked "final sale." If you're unsure whether something is returnable, ask us before opening the package.
Return shipping
For standard returns (you simply changed your mind), the customer is responsible for return shipping. For damaged or defective items, we cover return shipping.
Questions
If anything about a return is unclear, email support@beneera.com with your order number and we'll walk you through it. We review every refund request individually — automatic, no-questions-asked refunds aren't part of our process, but fair, prompt resolutions are.