Refund and Exchange

We want the purchase, exchange and return process to be easy, without any complications. See how to exchange or return your Ben Goji® shoes.

Exchanges and returns are accepted in the following conditions:

The client has 15 days upon order reception;
The product must be returned in new condition and without any signs of usage. For that, we recommend you to try on your shoes on a clean floor, like a carpeted surface;
The product must be returned in the original box with all accessories in it;
Ben Goji® does not accept any liability in case of loss or damage arising during the shipment of the returned product.

Information:

Free delivery to all European countries;
Free delivery to the of rest of the world on purchases over 200€;
Deliveries to Portugal and Spain will be carried out by the company CTT®;
Deliveries to remaining countries will be carried out by the company TNT®;
In case of deliveries to countries outside the European Union, customs and import duties, borne by the customer, may arise. We recommend our customers to ask for more information about processes and costs at the local customs.

Delivery address	Returns	Exchanges
Portugal (Mainland)	Costs borne by the customer	Free*
Spain	Costs borne by the customer	Free*
Portugal Islands (Madeira and Azores)	Costs borne by the customer	Free*
Europe	Costs borne by the customer	Free*
Rest of the world	Costs borne by the customer	Costs borne by the customer

*Only valid for the first exchange of the product.

Exchange or return procedure on the website

Follow the instructions below:

Entry your “Private Area”;
Access the menu “Orders”;
Select the desired order;
Once selected, choose the option “Exchange/Return”;
Select “Exchange” or “Return”;
Complete the form;
Select “Send” to finish the process.
Within a maximum of 48h you will receive an e-mail with instructions to schedule the order collection

Your opinion is very important to us. In the field “Message” tell us the reason for your exchange/return. Real testimonies from our customers are an important contribution to the success of Ben Goji®. The order return process will occur at the place and time scheduled by the customer and carried out by a courier determined by CTT or TNT services. Ben Goji® bears the return costs in cases stated in the table, provided the return is done on working days, between 8:00 a.m. and 6:00 p.m. Return processes in other circumstances have increased prices and shall be borne by the customer.

Money return:

After receiving the returned product and confirming the fulfilment of all our Return Policy conditions, you will receive an e-mail informing the refund will be processed.
The time necessary to do the chargeback depends on the payment method.
Transport costs will automatically be debited from the total purchase amount and the refund method will be the same as the payment method.

Credit Card:

The period of time for the amount to be credited on your account depends on the policy valid at the bank responsible for issuing your card.

PayPal:

The chargeback will be credited on your PayPal account and be immediately visible. The period of time for the amount to be credited on your card associated to your PayPal account depends on the policy valid at the bank responsible for issuing your card.

Wire Transfer:

The chargeback will be credited on your account after checking your return. Whenever this payment method is used you have to inform us your IBAN (which has to be from the same country as the order invoice) in case of return and for us to perform the chargeback. Without this piece of information, we can’t transfer the refund amount.