Refund policy

At Benson Flame, we carefully inspect every product before dispatch to ensure it reaches you in excellent condition. Please read our refund and replacement policy before placing your order.

Important – Record an Unboxing Video

Customers must record a clear, continuous video while opening the sealed package for the very first time.

The video should clearly show:

  • The unopened package before opening.
  • The complete unboxing process without any cuts or edits.
  • The product and all included accessories after opening.

This unboxing video serves as the official evidence if you need to report a damaged, defective, or incorrect product.

Replacement Eligibility

We offer a replacement if:

  • The product arrives damaged during shipping.
  • The product has a verified manufacturing defect.
  • You receive the wrong product.

The unboxing video is required to process any replacement request.

Refund Policy

Benson Flame does not offer refunds for:

  • Change of mind.
  • Incorrect product selection by the customer.
  • Products that have been used, installed, modified, or damaged after delivery.
  • Claims submitted without a complete first-time unboxing video.

Refunds, where legally required or approved by Benson Flame, are only considered in exceptional cases when a replacement cannot reasonably be provided.

Reporting a Problem

If you receive a damaged or defective product:

  • Contact Benson Flame within 24 hours of receiving your order.
  • Share your order number.
  • Send the complete first-time unboxing video.
  • Provide clear photos of the product, if requested.

Our support team will review your claim and respond as quickly as possible.

Inspection Process

All claims are reviewed by our quality assurance team. If the issue is confirmed to be a manufacturing defect, shipping damage, or an incorrect product, we will arrange a replacement according to our policy.

Thank you for choosing Benson Flame. Our goal is to provide premium products and reliable customer service while ensuring a fair and transparent experience for every customer.