Returns & Exchange Policy
It's okay to change your mind!
We offer free returns which means your shipping fees are covered by us*
If the return falls outside of this time period, or if the item is damaged, worn, or not in its original packaging, Bentley cannot accept the returned items and cannot give a refund. Should you wish to return only a particular item included in an order, you do not have to return the entire order.
If you are not completely satisfied with your Bentley purchase for any reason, please review our return, refund and exchange information below.
*Please note that your shipping fees will be covered by us, however the delivery fees paid at the time of the original purchase will not.
General conditions
As our services are currently only offered in Canada, please note we can only complete returns for customers based in Canada and it's territories.
Simply return it for an exchange or refund within 30 days of purchase pick up/delivery to any of our stores or ship back to us. We do not accept returns made after the 30 days.
All return requests must be accompanied with the original proof of purchase or printed copy of the receipt/invoice; in unused, unworn and undamaged condition with all original tags attached, in addition to original packaging. It must be deemed sellable by Bentley's store associates and/or Bentley’s warehouse employees. All returns are subject to validation and approval at Bentley’s discretion.
Returns of any portion of the purchase will require equal forfeiture of offer or amount equal to offer.
In the case of incorrect items shipped or damaged during shipment, please contact our Customer Service team at 1-844-341-3799; by email, or by visiting your nearest Bentley store.
Refunds with the receipt are based on the price paid at the time of purchase.
Returns & exchanges for IN-STORE purchases
Refunds will be made in the same form of payment as your original purchase was made. Your refund will include the cost of the item, plus an applicable sales tax, less the cost of return shipping if applicable.
Returned merchandise, under the above conditions, can be exchanged on a store gift card for the same monetary value.
Exchanges are based on availability of the product. In the case that a product is no longer available, it can be exchanged at Bentley’s discretion for a similar item of the same price paid at the time of purchase.
Gift cards, delivery costs, credit charges, bank fees and shipping fees are non-refundable.
Returns & exchanges for ONLINE purchases
Returning your regular online orders in one of our Bentley stores is free.
Exchanges through our warehouse are not supported at this time.
Exchanges for a higher value item(s) are based on customers' agreement to pay the price difference.
Gift cards, delivery costs, credit charges, bank fees and shipping fees are non-refundable.
Purchases made with Sezzle must be returned by mail to our warehouse.
Please note: Our stores cannot credit your PayPal account. We will refund you in the form of an in-store gift card. Returns made through our warehouse will be credited directly towards a PayPal account.
Instructions for returning by mail:
1. Contact Customer Service
Please initiate your return process by contacting our dedicated customer service team at onlineservice@bentleygroup.com. Your satisfaction is our priority, and we are here to assist you.
Important Information to Include in your email:
- The name of the person who placed the order
- The email used for placing the order
- Customer reference number (found in the subject line of your confirmation email, e.g., SB-xxxxxx)
- Details of the item you wish to return, including name, quantity, and item SKU
*Please retain the original packaging for a smooth return process
2. Receive Your Shipping Label
Upon receiving your email, our customer service team will promptly review your request. Once approved, a link to a return label will be sent to the provided email address. You can choose to fill it out electronically or print it for completion at your nearest post office.
Affix the return label securely on the package, ensuring the original shipping label is covered.
Drop off your package at the nearest Canada Post Office.
3. Confirming Your Refund
Once you have received your tracking number for your return, please forward the number to our customer service team. This allows the team to accurately monitor your return, and intervene if there are any issues.
After we receive the returned item, your refund will be processed promptly. You will receive confirmation via email, ensuring transparency and keeping you informed throughout the process.
Thank you for choosing Bentley. We value your satisfaction, and our streamlined return process is designed to make your experience as seamless as possible.