Return & Refund Policy
Last updated: September 2026
BentoBoxStore is an online-only store. We want you to be happy with your purchase, and if you have any issue with your order, please contact us and we will do our best to assist you.
Right of Withdrawal
For purchases made through our online store, customers within the applicable consumer protection legislation may have the right to withdraw from their purchase within 14 days of receiving the goods, without having to provide a reason.
To exercise this right, you must contact BentoBoxStore and clearly inform us of your decision to withdraw within the applicable 14-day period.
The returned products must be sent back within the required timeframe after notifying us of the withdrawal.
Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning the goods.
Condition of Returned Products
Products returned under the right of withdrawal should remain in their original condition and, where applicable, include their original packaging, accessories, documentation, and any included items.
Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics, and functionality.
If a product has been used, damaged, opened, or handled beyond what is reasonably necessary for inspection, and this results in a reduction in the product's value, BentoBoxStore may be entitled to deduct the corresponding reduction in value from the refund, where permitted by applicable law.
Collectible Products
Because BentoBoxStore specialises in collectible products, including Pokémon trading cards, sealed products, collectibles, and accessories, we strongly recommend carefully inspecting the product before opening or removing any original seals or protective packaging.
Opening a sealed collectible product may affect its condition and value.
This does not affect any mandatory consumer rights that cannot legally be excluded.
Damaged, Incorrect or Defective Items
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.
Please include:
Your order number
A description of the issue
Clear photographs of the product and packaging
A photograph of the shipping label, where applicable
We will review the issue and, where appropriate, offer a replacement, refund, or another remedy in accordance with applicable consumer protection law.
Refunds
Once a return has been approved and the applicable conditions have been met, refunds will be processed using the original payment method whenever possible.
For withdrawals under applicable consumer protection legislation, refunds will be processed within the legally required timeframe. We may wait until the returned goods have been received or until the customer provides evidence that the goods have been sent back, where permitted by law.
Where required by law, the refund will include the standard delivery cost originally paid by the customer. Additional costs resulting from the customer's choice of a more expensive delivery method may not be refundable.
Pre-Orders
Pre-order products are placed with suppliers based on customer orders and may have estimated release or arrival dates.
If a customer wishes to cancel a pre-order before it has been dispatched, please contact us as soon as possible. Cancellation requests will be reviewed in accordance with our terms and applicable law.
Once a pre-order has been dispatched, the standard return and withdrawal terms apply.
Non-Returnable Items
Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies.
This may include, depending on the circumstances and applicable legislation, personalised or made-to-order products and certain sealed products that cannot be returned after being opened.
Nothing in this policy is intended to limit any mandatory rights provided to consumers under applicable law.
How to Request a Return
To request a return or exercise your right of withdrawal, please contact us through our website or by email with:
Order Number:
Full Name:
Product(s) to be returned:
Reason for contacting us (if applicable):
We will provide you with the necessary return instructions.
Please do not send products back without contacting us first, as this may delay the processing of your return.
Contact
If you have any questions regarding returns, refunds, damaged products, or your order, please contact BentoBoxStore through our website or by email.
We are always happy to help.