Return & Refund Policy
Return & Refund Policy
At Benzoinum, we want you to feel confident when shopping for your everyday beauty essentials. If something isn’t right with your order, our Return & Refund Policy is designed to make the process as clear and straightforward as possible.
Our standard return period is 30 days from the date of delivery.
If more than 30 days have passed since your order was delivered, we may no longer be able to accept a standard return or issue a refund, except where otherwise required by applicable law.
1. Eligibility for Returns
To qualify for a standard return, an item must generally meet all of the following conditions:
Unused & Unopened
The product must be unused, unopened where applicable, and in its original condition.
For hygiene and safety reasons, opened or used cosmetics, skincare products, and personal-care items may not qualify for standard returns.
Original Packaging
Products should be returned in their original packaging with any included:
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Caps
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Applicators
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Accessories
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Protective materials
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Inserts
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Components
Proof of Purchase
A valid Benzoinum order number, receipt, or order confirmation is required.
Complete Product
All components originally supplied with the product must be included in the return.
Products that are incomplete, altered, excessively damaged, or missing components may not qualify for a full refund.
2. How to Start a Return
All returns must be approved before they are sent back.
Please follow these steps:
Step 1: Contact Customer Support
Email:
within 30 days of delivery.
Please include:
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Your order number
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The product you wish to return
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Your reason for return
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Photos if relevant to the issue
Step 2: Receive Return Instructions
If your return is approved, our customer care team will provide the appropriate return instructions and return address.
Where applicable, additional return authorization information or a shipping label may also be provided.
Step 3: Send Your Return
Pack the product securely and follow the return instructions provided by our team.
We strongly recommend using a trackable shipping service when sending a return.
Important
Please do not send products back without contacting us first.
Items returned without prior authorization may not be accepted and could be returned to the sender.
3. Damaged, Defective, Leaking, or Incorrect Items
We ask that you inspect your order shortly after delivery.
If your product arrives:
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Damaged during shipping
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Broken
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Leaking
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Defective
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Missing components
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Incorrect
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Significantly different from what you ordered
please contact us within 72 hours of delivery at:
Include:
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Your order number
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Clear photos of the product
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Photos of the outer packaging
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Photos of any damage or leakage
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A short description of the problem
Depending on the circumstances, we may offer an appropriate resolution such as:
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Replacement
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Refund
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Partial refund
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Return instructions
If the issue was caused by an incorrect, defective, or damaged item supplied to you, we will not require you to cover eligible return shipping costs where a return is necessary.
4. Items That Cannot Be Returned
For hygiene, safety, and practical reasons, certain products may not qualify for return.
These may include:
Opened or Used Cosmetics
Makeup, skincare, lip products, mascara, eyeliner, and similar beauty products that have been opened, applied, tested, or used may not be returnable for hygiene reasons.
This does not affect your ability to contact us regarding a product that arrived damaged, defective, leaking, or incorrect.
Final Sale Items
Products clearly marked as:
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Final Sale
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Non-Returnable
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Clearance
may not qualify for standard returns unless they arrive defective or incorrect.
Gift Cards
Gift cards and other stored-value products are generally non-refundable.
Altered or Misused Products
Products that have been:
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Modified
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Damaged through misuse
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Improperly stored
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Tampered with
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Used contrary to product instructions
may not qualify for return.
Incomplete Returns
Products missing important components, packaging, or accessories may be rejected or subject to an adjusted refund.
5. Exchanges
Benzoinum does not generally offer direct exchanges.
If you would like a different product, the easiest process is usually to:
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Return the eligible original product according to this policy.
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Receive the applicable refund.
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Place a new order for the product you prefer.
This helps avoid delays caused by waiting for a returned product to arrive and be inspected before replacement inventory can be arranged.
6. Refund Process
Once your approved return arrives, it will be inspected before a refund decision is completed.
Refund Processing Time
Approved refunds are generally processed within:
5–10 business days
after the returned product has been received and inspected.
Refund Method
Refunds are normally issued to the original payment method used for the purchase.
After Benzoinum processes your refund, your bank, credit card company, or payment provider may require an additional:
3–10 business days
to display the credit in your account.
These processing times are controlled by your financial institution.
Original Shipping Fees
Original shipping charges are generally non-refundable, unless the return results from an error on our part or otherwise required by applicable law.
Return Shipping
For standard discretionary returns, return shipping costs are generally the responsibility of the customer.
If the return is caused by:
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A damaged product
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A defective product
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An incorrect item
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Another verified fulfillment error
Benzoinum will provide the appropriate resolution and, where applicable, cover eligible return shipping costs.
Possible Deductions
If an approved return arrives:
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Damaged
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Incomplete
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Missing packaging
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Missing components
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In a condition different from when it was delivered
the refund amount may be reduced where permitted by applicable law.
7. Late or Missing Refunds
If we have confirmed that your refund was approved and you have not received it within 15 business days, please:
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Check your bank or payment account again.
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Contact your credit card company or payment provider.
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Ask whether the refund is still pending.
Financial institutions sometimes take additional time to post refunds after they have been issued.
If you have completed these steps and still cannot locate your refund, contact:
and include your order number.
8. Holiday & Extended Return Period
We understand that products purchased during the holiday season may be intended as gifts.
For eligible products purchased between:
November 15 and December 31
the return period may be extended until:
January 31 of the following year.
All other return eligibility requirements in this policy still apply.
Opened or used beauty and personal-care products may remain non-returnable for hygiene reasons.
9. International Returns
Customers returning products internationally may be responsible for:
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International return shipping charges
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Applicable customs charges
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Import or export processing fees
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Duties or taxes associated with the return
unless the return is caused by a verified Benzoinum fulfillment error or otherwise required by applicable law.
We recommend using a trackable and insured shipping service for international returns.
Benzoinum cannot guarantee receipt of a return package that does not include valid tracking information.
Do not send a return until our customer care team has provided the appropriate return address and instructions.
Need Help?
Our customer care team is available to assist with questions about:
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Returns
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Refunds
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Damaged products
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Incorrect orders
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Shipping issues
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Order eligibility
📧 Email
support@benzoinum.com
🏢 Company
Ocean Import INC
📍 Address
CHENGYING CAO
🕒 Customer Service Hours
Monday–Friday: 9:00 AM – 6:00 PM CST
Saturday: 10:00 AM – 4:00 PM CST
Sunday & Public Holidays: Closed
Please include your order number whenever contacting us about a purchase so our team can locate your order more quickly.
We appreciate your trust in Benzoinum and will do our best to resolve eligible order issues fairly and efficiently.
Benzoinum.com
Beauty made a little more effortless.