Returns & refunds
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.
Before starting a return
If you're unsure whether something is returnable or if you need troubleshooting help, email us first. We review every refund request individually — automatic, no-questions-asked returns aren't part of our process, but fair, prompt resolutions are.
Eligible returns
Most items can be returned within 30 days of the delivery date.
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.
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.
For standard returns (you simply changed your mind), the customer is responsible for return shipping. For damaged or defective items, we cover return shipping.
Non-returnable / final sale 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."
Refund timing
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.
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 incorrect 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.
Contact support
If anything about a return is unclear, email support@beneera.com with your order number and we'll walk you through it.