Return Policy


BENLOI GUARANTEE

BENLOI warrants that our products are thoroughly inspected and checked before shipment or delivery. We stand by the quality and condition of products sold.


RETURN POLICY and PRODUCT WARRANTY

Benloi is an authorized reseller in the Philippines, We do not manufacture any of the products that we sell. If the item you purchased is defective/faulty or a product with a manufacturing flaw causing it to be completely unusable, you are given 3 days (from the date you receive the product) to report your case. 

NOTIFICATIONS BEYOND 3 DAYS WILL NO LONGER BE ACCOMMODATED.   

Customers with concerns regarding the Limited Warranty of Defective Products (or Products with a manufacturing flaw) will be referred directly to the Manufacturer or the Authorized Distributor for product assessment and evaluation.

While Warranty entitlement policies vary, Manufacturers and Distributors do not accept the following returns

  • Racket damage resulting from 3rd party re-stringing
  • Racket String breakage
  • Lose/detached Racket butt caps (this may easily be repaired by gluing)
  • Racket bumper and grommet strips that are subject to wear
  • Superficial Surface scratches or product damages  that are caused by poor courier handling
  • Superficial/Minimal Product damages while in transit
  • Any Product Damage resulting from natural wear and tear, inappropriate handling, tampering, and negligence
  • Consumable products such as shuttlecocks, strings, over grips, replacement grips,  food and food items, etc.
  • Customer's Change of Mind/ Buyer's Remorse  (Under IRR of R.A. 7394 the consumer act of the Phils. , A "change of mind" of the customer does not entitle him to refund/exchange)

 Valid returns in order to be accepted for product assessment, must meet ALL these conditions:

  • Product defect should be reported within 3 days from the date it was received. 
  • Product must be in its "unused" condition with the original packaging, and no scratches/dents/damages
  • Product must show no signs of use (example: plastic removed from the racket handle or racket's string has been changed to a new one)
  • Product must be returned along with its accessories and freebies.
  • Proof of purchase must be presented

It is the customer's duty to preserve the original state of the product while assessment is ongoing. Product will have to be in its its "unused" condition with the original packaging, no scratches/dents/damages, and must show no signs of use (example: plastic removed from the racket handle or racket's string has been changed to a new one).


RETURN / EXCHANGE / REPAIR PROCESS

  1. Within 3 days from the date the product was received, Customer reports the case with supporting photos and an incident report emailed to customercare@benloi.com
  2. Benloi Staff gathers complete information and sends these to the Authorized Distributor
  3. Authorized Distributor initially reviews and evaluates the case based on the photos and incident report provided by the customer.
  4. Authorized Distributor provides a feedback to Benloi Staff for the course of action
  5. Benloi Staff relays the distributor's feedback to the customer.


The Distributor will provide 2 possible courses of action : Depeding on the circumstances, Distributor may either ask the customer to ship the product back for further assessment or may disapprove the return request. Return Merchandise Authorization (RMA) will be provided to the customer via Benloi PH once the distributor allows return shipment of the product for further assessment.

Brand Manufacturers and Authorized Distributors are quite strict in terms of product return time-frames, This is why it is important that the returned merchandise reaches  the distributor's warehouse the soonest possible time.

The returned item will be subject for final review/assessment by the Distributor's Product Experts. Please do not ship back a product that with no prior RMA (Return Merchandise Authorization). 

A returned product with no RMA will be shipped back to the customer. 


Benloi PH as well as the Distributor reserves the right to approve/disapprove return requests at its discretion.

For approved returns, The product should be shipped back within 24 hours from the date of Return Approval. Approved Returns can only result in product exchange or refund via store credit. Please ensure to pack the product correctly with adequate packing material. Rackets should be supported with a sturdy material such as a plywood. All products should be "bubble wrapped". (Customer pays for the return shipping). We recommend that you insure the return shipment as you are under a duty to take reasonable care of the merchandise and will be liable for damage to them until we receive them at our location. We will not replace or refund (via store credit) if the returned product is lost or is damaged during the shipment.

Replacement or Store Credit in the full amount of your order shall be processed as soon as the distributor has completed their assessment and has approved the return request. (The product has to initially be received at the Distributor's warehouse, fully inspected, and acknowledged to have met the conditions we have set above.)


RETURN ADDRESS:  
Return address will be provided to you as soon as return request is approved.


Does Benloi pay the return shipping cost for defective merchandise?

No, Benloi does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry and are entirely beyond our control. However, Benloi stands ready to assist you with your communication exchanges with the distributor.



ON SIZE EXCHANGES (FOOTWEAR & APPAREL)

To avoid inconvenience and costly shipping fees, Please ensure that the ordered footwear or apparel size is correct. Footwear and apparel may only be exchanged to to a different size OF THE SAME MODEL/DESIGN/COLOR. Exchanges for a different merchandise, or different Footwear/Apparel model will not be accommodated. Due to the fast-moving nature of Apparels and Footwear, Approval of Exchange requests are Not Guaranteed. Size exchange requests may only be accommodated if the replacement size OF THE SAME MODEL/DESIGN/COLOR is still available, otherwise, the sale is Final.


Size Exchange Requests, in order to be accepted, must meet ALL these conditions. BENLOI SHOPPING reserves the right to refuse exchange requests that do not meet any of the following conditions: 

  • Customer must be able to notify within 1 to 2 days from the date the courier has successfully shipped the product to the specific address indicated on the order.
  • Size exchange requests may only be accommodated if the replacement size OF THE SAME MODEL/DESIGN/COLOR is still available, otherwise, the sale is Final.

  • Product must be in its "unused" "unwashed" condition with the original box in the case of footwear and with the original plastic in the case of apparel,
  • There should be no signs of use. Tags and Labels should remain uncut from the Footwear or Apparel, There should be no Dirt (no matter how superficial) on the product
  • Product must have no scratches/dents/damages/surface abrasions/dirt/tears and holes for apparel.
  • Product must be returned along with its accessories and freebies.
  • Customer will pay for the return shipment as well as the shipping fee of the replacement.
  • Return shipment has to be made via air freight shipping (LBC recommended) or the fastest way possible. Brand Manufacturers and Authorized Distributors give us a specific time-frame for exchange requests. This is why it is important that the returned footwear or apparel (for exchange) reaches us the soonest possible time.
  • Proof of purchase must be presented (ex: packing slip, delivery receipt, sales invoice)


For Footwear and Apparel Size Exchange Requests, Here is the Return/Exchange Process:


  • Inform us immediately by sending a text message to 0925-8BENLOI. Please note that We are only able to accommodate requests that are relayed within 1 to 2 days from the date the product was received. Return Requests beyond 3 days will no longer be accommodated.
  • Please do not ship back the footwear or apparel without our authorization. Voided or Unauthorized footwear and apparel Returns will be shipped back to the customer at his or her expense.
  • Accomplish the Return Form to request authorization. Give us 24 hours to review the request. We will notify you via email as to the status of your request. Our Response to your request will depend on the availability of the size requested for. Please note that exchange requests may only be accommodated if the replacement size OF THE SAME MODEL/DESIGN/COLOR is still available, otherwise, the sale is Final. 
  • If the size requested for, is still available, and you notified us within 1 to 2 days from the date you received the footwear or apparel, It is likely that we can accommodate your request. However, if the size requested for, is not available (Even if notification was made within 1 to 2 days from the date you received the footwear/apparel), we shall disapprove the request.

For approved size exchanges, The footwear/apparel should be shipped back within 24 hours from the date of Approval.  Return shipment has to be made via air freight shipping (LBC recommended) or the fastest way possible. Brand Manufacturers and Authorized Distributors give us a specific time-frame for exchange requests. This is why it is important that the returned footwear or apparel reaches us the soonest possible time.

Please ensure to pack the merchandise correctly with adequate packing material. Footwear should be in its original box, with tags and cords uncut. Apparel should also be in its original plastic, with tags and cords uncut. All products should be "bubble wrapped". (Customer pays for the return shipping). We recommend that you insure the return shipment as you are under a duty to take reasonable care of the merchandise and will be liable for any damage to them until we receive them at our location. We will not replace your footwear or apparel if it gets lost or damaged during the shipment.

Replacement footwear/apparel shall be shipped as soon as the returned item is received at our warehouse, fully inspected, and acknowledged to have met the conditions we have set above.