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.
Drop Ship & Web Exclusives
Certain items purchased through our website are drop-shipped directly from our brand partners. These items are not fulfilled from our stores or warehouse and follow a separate return and refund process.
No In-Store Returns
Drop-shipped items cannot be returned or exchanged in-store. All returns and issues must be handled directly with the vendor. During checkout, drop-shipped items are clearly marked as “Web Exclusive or Drop-shipping"
How to Return a Drop-Ship Item
To initiate a return:
- Confirm the item is drop-shipped by checking your order confirmation or contacting our customer service team.
- Contact the vendor directly using the information below.
Vendor Contact Information:
Each vendor follows their own return policy and procedures.
Shipping & Tracking
Drop-shipped items are shipped directly from the vendor to your address. In-store pickup is not available for these items. You will receive a tracking number by email once your item ships.
Refunds
Refunds for drop-shipped items are not processed in-store. Once the return is approved by the vendor, your refund will be issued to your original payment method. Please allow time for the vendor to process your return and refund.
Issues With Your Order?
If your item arrives damaged, is delayed, or is incorrect, please contact the vendor directly. Our store team is happy to help you identify the order type and provide vendor contact details, but we cannot process returns or replacements in-store.
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.