Warranty & Replacement

Every Benzow product is sold new and is covered by your statutory rights under the Consumer Rights Act 2015. This page explains what to do if an item arrives damaged, has a missing part or develops a fault, and how we repair, replace or refund it. Nothing on this page affects your statutory rights.

Your statutory rights

Goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty:

• Within 30 days of delivery you can reject it for a full refund.
• Within 6 months of delivery you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you can ask for a refund. During this period a fault is presumed to have been present at delivery unless we can show otherwise.
• After 6 months you may still be entitled to a repair, replacement or partial refund, but you may need to show that the fault was present at delivery. Claims can be made for up to 6 years in England and Wales (5 years in Scotland).

Damaged on arrival or missing parts

Please check your delivery as soon as possible and before you start assembly. If anything is damaged or a part is missing, e-mail us with your order number, a short description and photos of the damage, the packaging and any part labels – ideally within 48 hours of delivery so we can resolve it quickly. Missing or damaged parts are sent to you free of charge; if the item cannot be assembled safely, we will replace it or refund you in full.

How a replacement works

1. Contact us with your order number, a description of the problem and photos.
2. We review your claim and reply, aiming to answer within 24 hours.
3. Depending on the fault, we send a replacement part, replace the whole item or refund you. For faulty, damaged or incorrect items we cover the cost of return or arrange collection – you pay nothing.
4. Replacement items and parts are delivered free to UK mainland addresses. Refunds are made to your original payment method within 5 days (Monday to Friday) of approval.

What is not a fault

• Normal wear and tear, and natural weathering of outdoor products (for example timber colour changes, small surface checks in wood, or the rust-coloured patina that weathering steel is designed to form).
• Damage caused by incorrect assembly, an unsuitable or unlevel base, misuse, or not following the care instructions supplied.
• Damage caused by extreme weather beyond the product’s normal use, or by alterations and repairs made without our agreement.

Changed your mind?

Items that are not faulty can be returned under our 30-day return policy and your 14-day cancellation right. See our Refund Policy for details.