Política de reembolso

Return & Refund Policy

We want you to love your purchase from Bento&co. If not, you can request a return under the terms below.

1) Return window & item condition

• You have 7 days from delivery to request a return or exchange.
• Items must be unused, unwashed, and in original packaging with all tags/components.
• Exceptions (not returnable): food items, personalized goods, gift cards, and items marked final sale, unless defective.
• Orders cannot be cancelled or refunded once shipped, except in cases where the package is lost or damaged by the carrier. Returns and refunds are also not available for orders charged with customs duties or import taxes, as these fees are explained before checkout and are the customer’s responsibility

2) How to start a return

Before sending anything back, email us at contact@bentoandco.com with:

• your order number,
• the item(s) you wish to return and the reason,
• photos if the item is damaged or not as described.

We’ll reply with return instructions (address and, if applicable, a label). Returns sent without prior authorization may be refused.

3) Return shipping & original shipping

• Unless we made an error or the product is defective, return shipping costs are the customer’s responsibility.
• Original shipping fees are non-refundable.
• If your original delivery was “free shipping”, we may deduct the actual outbound shipping cost from the refund.

4) Refunds

• After we receive and inspect the return, refunds are issued within 2–7 business days.
• Refunds are processed to the original payment method in USD. Your bank/card issuer controls posting times.
• If you paid in a non-USD currency, your bank’s exchange rate and fees may apply; we refund the USD amount we received.

5) Exchanges

If you prefer an exchange, let us know in your request. Subject to availability, we can reserve the replacement or refund and ask you to place a new order.

6) Damaged, defective, or incorrect items

If your order arrives damaged or incorrect, email contact@bentoandco.com within 7 days of delivery with clear photos of the product and packaging. We will arrange a replacement, store credit, or refund.

7) Undeliverable, refused, or unclaimed packages

• If a package is returned or destroyed due to an incorrect/incomplete address, refusal to pay duties/taxes, or missed pickup window, shipping carriers may return or dispose of the parcel.
  
• If the carrier disposes of/destroys the parcel, no refund is possible.

8) Duties, taxes & fees

Import duties, taxes, and brokerage fees are the customer’s responsibility and are not refundable by Bento&co. If such amounts were paid at checkout via a partner service, refund eligibility is governed by that service’s terms.

9) Cancellations

You may cancel your order for a full refund if the parcel has not yet shipped. Please contact us immediately at contact@bentoandco.com.

10) Need help?

Questions about a return? Email us at contact@bentoandco.com. We typically respond within 24 hours (Mon–Fri, Japan time).