Privacy Policy

This policy forms part of our Terms & Conditions. Different rules apply to trade customers and consumers, as defined in section 2 of those terms. Nothing in this policy affects your statutory rights as a consumer.

To start any return, contact us on 01825 767276 or at [email protected]. We will give you a Returns Authorisation (RMA) number and the returns address.

Trade customers: returning unwanted goods

Goods are not supplied on a “sale or return” basis. If you receive goods in good condition but they are unsuitable, you may return them within 30 days of delivery on these conditions:

  • You must obtain an RMA number before sending anything back. Goods sent without one may be refused and returned to you at your cost.
  • Goods must be unused, in their original condition and in their original packaging.
  • You pay the cost of returning the goods and are responsible for them until they reach us. Please pack them securely.
  • A restocking charge of £30.00 or 25% of the value of the goods returned, whichever is higher, will be deducted from your refund or credit. The charge will never exceed the value of the goods returned.
  • If your order qualified for free delivery, we may also deduct our standard delivery charge of £9.99 (ex. VAT) from your refund or credit.

We will refund or credit your account within 14 days of receiving and checking the goods.

Special orders: goods that do not appear on our website or in our brochures and were ordered specially for you cannot be returned unless they are faulty or not as described.

Consumers: your right to cancel

You can cancel your order for any reason within 14 days of the day you receive your goods. For an order delivered in parts, the 14 days start from the day you receive the last part.

  1. Tell us you want to cancel before the 14 days end, by email to [email protected] or by phone on 01825 767276. You can use the model cancellation form below, but you do not have to.
  2. Send the goods back within 14 days of telling us. We will give you an RMA number and the returns address to help us match your return to your order.
  3. You pay the cost of sending the goods back, unless they are faulty or not as described. Please pack them carefully.

We will refund the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back or of you providing proof that you have sent them, whichever is sooner. If you chose a premium delivery option, we refund only the cost of our standard delivery. We refund using the payment method you used and do not charge a restocking fee to consumers.

You may handle the goods as you would in a shop, to check them. If they have been used or handled beyond that, for example washed, put through a dishwasher or used at an event, we may reduce your refund to reflect the loss in value.

The right to cancel does not apply to goods made to your own specification or clearly personalised, such as custom-printed or engraved items.

Model cancellation form

To B.G. Benton Limited, Unit 5-8, Bell Lane, Uckfield, TN22 1QL, [email protected]: I hereby give notice that I cancel my contract of sale of the following goods: [goods]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].

Damaged or missing items on delivery

Please follow the checks in section 8 of our Terms & Conditions and report damage or shortages, with photos, within 48 hours of delivery.

Trade customers: we will credit or replace goods damaged in transit or missing from your order if you report them within 48 hours. Damage that could not reasonably be seen from the outside of the package will still be considered if you report it promptly once found.

Consumers: goods are our responsibility until they reach you. Reporting quickly helps us resolve things with the courier, but a later report does not affect your rights.

Faulty goods

If goods arrive faulty, we will arrange collection at no cost to you.

Trade customers: tell us within 14 days of delivery for faults that are visible on inspection. We will repair or replace the goods or, if that is not possible, credit or refund you.

Consumers: your rights under the Consumer Rights Act 2015 are:

  • Within 30 days of delivery: you can reject faulty goods for a full refund, or ask for a repair or replacement.
  • After 30 days: you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can have a refund or a price reduction. Refunds after 6 months may be reduced to reflect the use you have had.
  • Within 6 months of delivery: a fault is assumed to have been there at delivery unless we can show otherwise.
  • Up to 6 years: you can make a claim for goods that were faulty or not as described at delivery.

Manufacturer warranties and edge-chip guarantees

Some manufacturers offer their own guarantees, such as edge-chip or rim guarantees. These are in addition to your legal rights, not instead of them. Most require proof of purchase and registration with the manufacturer, so please keep your invoices and read the manufacturer’s conditions on their website.

If goods fail during a manufacturer’s guarantee period, we will help you claim under it. This may involve collecting the goods or supplying a replacement. If the fault is due to normal wear and tear, misuse or accidental damage, it is not covered; we can quote for a replacement.