Refund and Returns Policy

At Benjamin John Co, our motto is simple: “Just good things.” We craft high-density, luxury bath essentials designed to feel exceptional against your skin. However, if your order isn’t everything you expected, our returns process is straightforward, transparent, and hassle-free.

Return Window & Right to Cancel

• Standard Return Window: We offer a 30-day return period from the date you receive your order to request a return.
• UK Statutory Right: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving your goods. You then have an additional 14 days from notifying us to return the items.

Condition
Due to the nature of luxury bathroom textiles, items eligible for return must meet the following criteria:

• Unused & Unwashed: Items must not have been washed, dried, or used in any manner.
• Original Packaging: Items must be in their original packaging with all product tags, ribbons, and branding intact.
• Non-Returnable Items: Towels or bath textiles that have been washed or used cannot be accepted for return unless they are proven to be faulty upon arrival.

How to Initiate a Return

1. Contact our customer service team at customers@benjaminjohnco.com with your order number, the item(s) you wish to return, and the reason for return.
2. Our team will verify your request and provide you with return instructions, returns note and our designated UK return address.
3. Repack your items securely, including either our returns note, order confirmation or a note with your returns number or order number inside the parcel.

Return Postage & Shipping Costs

• Standard Returns: Customers are responsible for the cost of return postage for changes of mind or standard returns. We strongly recommend using a tracked postal service of your choice; we cannot issue refunds for parcels lost in transit.
• Damaged or Faulty Items: If your order arrives defective, damaged, or incorrect, please notify us within 48 hours of delivery with photographic evidence. We will provide a pre-paid return label or reimburse your postage costs.

Refunds & Processing Time

• Inspection: Once your return arrives at our UK facility, it will undergo a standard inspection to verify hygiene standards and condition.
• Processing: Upon approval, refunds are processed within 5–7 working days back to your original payment method.
• Shipping Fees: Standard delivery charges are non-refundable unless the return is due to our error or a faulty item.

Contact Us
For any questions regarding returns, exchanges, or order support, please reach out directly: Email: customers@benjaminjohnco.com