1.  Shipping & Delivery (B2C)

We aim to provide fast and reliable global delivery for all BENWIS customers.

Shipping Regions: Most regions worldwide are supported for shipping.

Processing Time: 1-3 days

Delivery Time (by region):

• US: 7-10 days
• EU: 7-10 days
• AU: 10-15 days
• Asia: 5-15 days
• Other: 15-25 days

Processing Time:
Packages are shipped via international parcel services and handed over to local postal carriers such as USPS, EMS, and other local delivery providers for final delivery.

Order Tracking:
Within 48 hours after your package leaves our warehouse, we will send the tracking number for the local delivery carrier (e.g., USPS or EMS) via email.

Important Notes:

• Once the tracking number is generated, the local carrier’s website may initially display statuses such as “Label Created” or “Awaiting Item.”
• The package must first complete international transportation and customs clearance through the first-leg logistics provider before being transferred to the local postal carrier. Tracking updates will appear once the package is received by the local carrier.
• During this stage, tracking information is typically only available within the first-leg logistics system. If you need assistance checking your package status, please contact our customer support team.

Shipping Warehouses: China Warehouse / North America Warehouse

Packaging: All BENWIS products come in retail-ready packaging designed for both e-commerce and retail distribution. Each product is securely protected to ensure safe delivery during international shipping.

2.  Duties & Taxes

2.1 Price Does Not Include Tax

2.2 Duties and Taxes Borne by Buyer

2.3 Import Duties & Taxes

• Depending on the customs regulations and tax policies of different countries or regions, international orders may be subject to customs duties, VAT (Value-Added Tax), sales tax, or other import-related charges.
• These charges are determined by the customs or tax authorities of the destination country/region and are typically the responsibility of the recipient. Tax thresholds, rates, and policies may vary significantly between countries and regions.
• We recommend reviewing your local customs and tax regulations before placing an order to avoid unexpected charges or customs clearance delays.

2.4 Customs Clearance Delay Disclaimer

Normal customs clearance takes 1–3 days. Delays may last 3–10 days or longer, and are commonly seen in the United States, Brazil, and certain EU countries. International shipments may be delayed by the customs clearance process in the destination country, which is beyond our control. Common situations include:

• Extended customs clearance time
• Package held or randomly inspected by customs
• Additional identity or customs declaration documents required
• Awaiting payment of duties or taxes
• Delays during holidays or peak shipping seasons

(Customs clearance delays are a normal part of international shipping and do not mean the package is lost.)

3.  Return & Refund

We aim to ensure a worry-free shopping experience. If you encounter any issues after receiving your order, please contact us promptly.

3.1 Return & Refund Request Period

You may request after-sales service within 14 days after the order has been delivered.

3.2 Eligible Cases for After-Sales Service

• Product quality issues
• Incorrect item received
• Damage during shipping
• Significant discrepancy from product description

3.3 After-Sales Solution

Depending on the situation, we may offer one or more of the following solutions:

• Reshipment of the product
• Partial refund
• Full refund
• Refund without return (limited to certain international orders; subject to review due to high logistics costs)

Verification Note: Our customer support team may request photos or videos to help confirm the issue efficiently.

3.4 Non-Eligible Cases

• Damage caused by misuse or human factors
• Requests submitted after the after-sales period
• Customized or bulk orders (except quality issues)
• Clearance or promotional items (except quality issues)

3.5 Refund Processing Time

Once approved, refunds will be processed within 5–10 business days. Actual arrival time may vary depending on the payment provider.

3.6 Import Duties & Taxes

International orders may be subject to customs duties, VAT, sales tax, or other import-related fees. These charges are generally non-refundable and are subject to local customs regulations.

4. Warranty Policy

Our warranty ensures long-term product reliability.

4.1 Warranty Period: All BENWIS products come with a 12-month limited warranty from the date of delivery.

4.2 Warranty Coverage: The warranty covers manufacturing defects and quality-related issues under normal use conditions.

4.3 Not Covered

This warranty does not cover

• Physical damage caused by misuse or accidents
• Wear and tear from normal use
• Unauthorized modifications or repairs
• Improper installation or handling

4.4 Replacement / Repair

Depending on the issue, BENWIS will provide either:

• Replacement of the product, or
• Repair support (if applicable)

(All warranty claims are evaluated individually.)

4.5 Global Warranty

BENWIS provides warranty support globally. However, service methods may vary depending on the destination country and logistics availability.

5. Warranty Process

If you need to submit a warranty request, please follow the steps below:

5.1 Contact Customer Support: Reach out to our support team via email with your order number and issue description.

5.2 Provide Evidence: Please include clear photos or videos showing the product issue to help us assess the case.

5.3 Case Review: Our team will review your request within 1–3 business days.

5.4 Resolution: If approved, we will provide a replacement or repair solution depending on the situation.

5.5 Processing Time: Approved warranty cases will be processed within 3–7 business days after confirmation.

6. Product Compatibility

6.1 Before purchasing, please confirm your device model to ensure product compatibility.

How to check your device model? We recommend confirming via the Model Number as it is the most accurate identification method. Checking through the system menu can be used as a supplementary reference.

6.2 Check Model Number (Recommended)

• MacBook model numbers are typically printed on the bottom of the device, for example:
  Model A2338
  Model A2681
  Model A3113
• iPad model numbers can usually be found on the back of the device, for example:
  Model A2759
  Model A2898
  Model A2436
• iPhone model numbers can be found in the device info page. Some models may also have the model information printed on the device itself.

6.3 Check via System Menu (Supplementary Method)

MacBook: Apple Menu → About This Mac

iPad: Settings → General → About → Model Name

iPhone: Settings → General → About → Model Name

(Note: Please refer to the specific product page for detailed compatible model lists. If you are unable to identify your device model, please contact customer service for assistance before placing your order.)

7. Order & Payment

7.1 Payment Methods

We accept secure payments via PayPal and major credit cards including Visa, MasterCard, and American Express.

All payments are securely processed through PCI-compliant payment providers.

7.2 Order Processing Time

Orders are typically processed within 1–3 business days after payment confirmation.

7.3 Order Modification

Orders can only be modified before they are shipped.

If your order has not been shipped, please contact our support team as soon as possible.

7.4 Order Cancellation

Orders can be cancelled within 24 hours after placement if they have not been processed or shipped.

Once an order has been processed or shipped, it cannot be cancelled.

7.5 Partial Shipment

For bulk or distributor orders, partial shipments may be arranged depending on product availability.

7.6 Payment Security

All payments are securely processed through PayPal and PCI-compliant payment systems.

BENWIS does not store or have access to your payment details. All transactions are encrypted and securely handled by the payment provider.

7.7 Currency

All prices on BENWIS are displayed and charged in USD (US Dollars).

Your bank or payment provider may apply a currency conversion fee depending on your local currency.

7.8 Failed Payments

If your payment fails, it may be due to:

• Insufficient funds
• Bank card restrictions
• Payment provider security checks
• Incorrect billing information

(Please try again or use an alternative payment method such as PayPal or another credit card. If the issue persists, please contact our support team.)

7.9 Processing Time

Payments are usually confirmed instantly.

In some cases, payment verification may take a few minutes due to security checks.

8. Bulk Purchasing / Wholesale Cooperation

8.1 Bulk Purchasing Support

• BENWIS supports global bulk purchasing and wholesale cooperation for distributors, retailers, and corporate procurement clients.

We also support:

• Standard product in-stock purchasing
• OEM/ODM customization cooperation (project-dependent)

8.2 Minimum Order Quantity (MOQ)

MOQ varies by product and customization requirements. Please contact our sales team for detailed information based on your specific needs.

8.3 Pricing & Quotations

BENWIS does not publicly disclose wholesale prices. We offer a tiered pricing structure based on order volume, cooperation type, and long-term partnership potential.

To request a quotation, please provide the following information:

• Product requirements or list
• Expected purchase quantity
• Target sales market or channel
• Company information (if available)

We will respond with a quotation within 1–2 business days.

8.4 Cooperation Partners

We welcome the following types of partners:

• Distributors / Wholesalers
• E-commerce sellers (Amazon / Shopify / TikTok Shop)
• Corporate procurement clients
• Brand cooperation and OEM clients

8.5 Long-Term Partnership Note (Recommended – Key for Conversion)

BENWIS is committed to building long-term, stable global partnerships and provides ongoing product support and business growth solutions for quality partners.

9. Contact support

We are here to help you.

Email: sales@benwis.com

WhatsApp: +8618818586570

Response time: 12–24 hours

Support hours: 8:00–17:00 (UTC+8)

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