Returns & Refunds
Returns & Refunds
Benario is operated by AuSaMicS Pty Ltd.
We supply food-grade ingredients, colours, amino acids, dairy powders, functional powders and formulation materials. Because these products are used in food and manufacturing environments, returns are subject to strict quality, safety, hygiene and traceability requirements.
Nothing in this policy limits your rights under Australian Consumer Law.
Change-of-Mind Returns
Change-of-mind returns may be considered only if all conditions below are met:
The return request is made within 30 days of delivery
The product is a regularly stocked item
The product is unopened and unused
The product remains in its original sealed packaging
The label, batch number and packaging are intact
The product is in resellable condition
The product has not been exposed to unsuitable storage conditions
The return has been approved by us in writing before being sent back
We are not required to accept change-of-mind returns, but we may approve them at our discretion where the above conditions are met.
Non-Returnable Items
The following products are not eligible for change-of-mind return:
Opened or partially used products
Products with broken seals
Products with damaged or missing labels
Custom-packed products
Special-order products
Bulk or made-to-order quantities
Perishable or temperature-sensitive products
Products stored outside recommended conditions
Clearance, final-sale or discounted items, unless faulty
Products that cannot be resold for hygiene, food safety or traceability reasons
Allergen-sensitive products where cross-contact risk cannot be ruled out
Return Authorisation Required
All returns require prior written approval.
To request a return, email:
Include:
Order number
Product name
Pack size
Batch/lot number, if available
Reason for return
Photos, if relevant
Returns sent without written authorisation may be rejected and may not be refunded.
Return Shipping
For approved change-of-mind returns:
The customer is responsible for return shipping costs
Original shipping charges are not refundable
A tracked shipping service is strongly recommended
The customer is responsible for the product until it is received by us
Proof of delivery may be required
Benario is not responsible for lost, delayed or damaged return shipments.
Restocking Fee
Approved change-of-mind returns may be subject to a restocking fee of up to 35%.
This reflects inspection, handling, administration, traceability review and resale assessment.
Refunds are only processed after the returned product has been received and inspected.
Incorrect, Faulty or Damaged Items
If you receive an incorrect, defective or damaged item, contact us promptly at:
Please include:
Order number
Product name
Batch/lot number
Clear photos of the issue
Clear photos of the packaging
Description of the problem
Where the issue is verified, we will provide a remedy in accordance with Australian Consumer Law. This may include replacement, refund or another appropriate solution.
No restocking fee applies to verified incorrect, faulty or damaged items.
Inspection of Returned Products
Returned products will be inspected before any refund is approved.
A refund may be refused if the product:
Has been opened
Has been used
Has damaged packaging
Has missing or damaged batch identification
Has been stored incorrectly
Is not in resellable condition
Was returned without authorisation
Cannot be safely resold
Refund Processing
Approved refunds are issued to the original payment method.
Refunds are usually processed within 7–10 business days after inspection is completed.
Your bank or payment provider may take additional time to make funds available.
Shipping Fees
Original shipping fees are non-refundable for change-of-mind returns.
Return shipping fees are the customer’s responsibility unless the product is confirmed to be incorrect, faulty or damaged.
International Orders
Benario does not currently offer international shipping through this website.
If any special international supply is arranged separately in writing, customs duties, taxes, VAT, import charges and brokerage fees are not refundable by Benario.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
If a product has a major problem, you may be entitled to reject the goods and choose a refund or replacement.
If a product has a minor problem, we may choose to repair, replace or refund the item as required by law.
Contact
For return or refund requests, contact: