Refund policy

Cancellation

Orders are typically processed and shipped within 2 business days. If you’d like to cancel your order before it has been shipped, and your request falls within the cancellation window stated on our website, we will cancel your order and issue a full refund immediately.

Please note that once an order has been shipped, we are unable to directly cancel the order. Please contact us to recall the order or reject the shipment when it arrives at your address, and Bienesol will offer a full refund after the shipment is successfully canceled or returned. Please note that a transaction fee may be charged by your payment channel (1.5 percent for credit card users, 2 percent for PayPal users).

If you have any questions or concerns regarding your order, please contact us（service@bienesol.com）for assistance. However, we do not offer compensation for any losses resulting from the cancellation of crowdfunding or pre-sale orders, including but not limited to principal, interest, exchange rates, and opportunity costs. By participating in crowdfunding or pre-sale orders, you agree to assume any such losses that may arise from their cancellation.

Returns & Refunds

At Bienesol, we want our customers to be completely satisfied with their purchases. If for any reason you are not satisfied with your purchase, you may return your product(s) to Bienesol within 30 days from the date the item was received.

If the customer requests a return or exchange within 30 days of the purchase of the product for reasons related to quality, the corresponding logistics costs will be borne by Bienesol.

If the customer applies for a return or exchange due to non-quality issues within 30 days from the date of product purchase, the relevant logistics costs will be undertake by the customer. Customers can contact Bienesol customers service to get return cost quotation,The relevant logistics costs depend on the region where the consumer submits the product. Die Shipping costs for returns are available for reference. The relevant logistics costs depend on the region in which the consumer submits the product, as well as the weight and volume of the product.

Please note that we can only accept non-quality issue returns and exchanges for orders within 30 days from the date of purchase. Orders more than 30 days cannot be processed refund/replacement without quality issues. If there are quality problems with the product, after-sales processing will be carried out according to Bienesol warranty policy. if the service policy conflicts with local laws and regulations, all the laws and regulations of the country shall take priority.

To initiate a return, please contact us at service@bienesol.com. Enter your name, the items you want to return, as well as your order information with sufficient proof of purchase, e.g. the order number for online purchases via Bienesol or a sales invoice. Be sure to contact our customer service before returning items. You will be asked for the specific reason for the return to initiate the process. Returns without prior permission cannot be accepted.

Return address:

Im Taubental 17, 41468 Neuss, Germany

Buyers must also provide the defective item's serial number and/or visual proof depicting the defect. It may be necessary to return an item for quality inspection.

Bienesol's service team will reply to you within 1-2 business days, for processing Return Merchandise Authorizations (RMA).

All returns must be assigned an RMA number for processing.

Write the RMA number on the shipping label on the outside of the package. RMA numbers should be clearly displayed on the return shipping label of any package being returned to Bienesol.

Packages without an RMA number on the return shipping label may not be accepted by our local warehouse.

Please note that your payment method (bank/PayPal etc.) may charge a transaction fee. (1.5 percent for credit card users, 2 percent for PayPal users).

The returned products must be unused and the outer packaging of the product must not be damaged.

Any returned item must be returned with their included product manuals, cables, and all accessories. We can not accept any returns if the product is damaged or missing in-the-box accessories.

Bienesol is not responsible for lost or damaged products.

After we receive the returned item(s), please allow 5-7 business days to process your refund.Please note that we only accept returns and refunds for products purchased directly from Bienesol.

Customers who have purchased our products from authorized retailers should contact the retailer directly for returns and refunds.

Replacement

Within thirty (30) calendar days of receipt of the Product if the Product has suffered substantial damage during transportation, provided that proof of damage can be provided to Bienesol by the carrier.

Within thirty (30) calendar days of receipt of the Product if the Product does not conform to the original Product description in one or more material respe