Faulty or Defective Items

In the unlikely event your received product is faulty or defective, we will gladly offer you a repair/exchange as an alternative to a return and refund.

To apply for a repair/exchange, please submit an inquiry with our Customer Care via this link: www.benq.eu/en-uk/support/contact-us/.

For a speedy process, please ensure you:

- Provide a copy of the invoice, which can be downloaded by logging into your BenQ account at www.shop.benq.eu/uk-buy/trackorder (or enter your order number and email address for guest check-out users).
- Describe the issue(s) as detailed as possible.
- If possible, provide photographs of the issue(s).

Requesting a return

If you aren’t satisfied with the condition of a product that you receive from us or in case you change your mind about the item you bought, we’ll issue a refund up to 30 days from date of delivery.

Follow below steps to return your item for a refund:

Please log in at www.shop.benq.eu/uk-buy/trackorder to your BenQ account (or enter your order number and email address for guest check-out users), locate your order and press the return button. Once your return request is received, we will contact you about the return process via email.

Partial Return (after ordering multiple products)

Have you ordered multiple items and wish to return one or multiple items, but not the whole order?

To apply for a partial return, please log in at www.shop.benq.eu/uk-buy/trackorder to your BenQ account (or enter your order number and email address for guest check-out users), locate your order, press the return button and select the items you wish to return.

Once your return request is received, we will contact you about the return process via email. 

If your return consists of more than 1 box, multiple return labels are required.

In case you have not received multiple return labels, please contact BenQ customer service at www.benq.eu/en-uk/support/contact-us.html to obtain more return labels. Each box requires its own unique label.

Return costs

Free Returns within 30 days

As a consumer, you have the right to return the product according to EU rules within 14 days. At BenQ, you have a 30-day period to return the item(s). This period starts at the moment your products have been received at the shipping address.

After you request the return, we will provide you instructions on how to return the order. BenQ will provide you with a pre-paid shipping label which must be used to return the product(s) to the warehouse of BenQ.

Terms of return

- Properly package the order and use the original box in order to prevent damage during transport
- Return the complete packaging including all cables and accessories
- Product(s) should be without damage
- On the shipping label, display the order number of your item(s)
- You have received a confirmation with the proof of the return, which includes a tracking number

- If you return your full order, the originally paid shipping costs for your order will be refunded.
- If you return your order partially, the originally paid shipping costs for your order will not be refunded.

Refund process

The refund process will start after we receive the product(s) back at the warehouse of BenQ. It takes 7-10 business days depending on your payment method and/or Bank.

After the refund process has been started, it may take up to 7- 10 business days for the refund to be visible in your bank account.

Refunds are issued using the same payment method used at the time of purchase from our BenQ online shop. If paid by Credit Card (Mastercard, VISA or American Express) or PayPal the refund will be done via these payment methods.

Restocking fee

A restocking fee will apply if there is physical damage not caused by BenQ or the shipping carrier. Any additional damage or missing items (i.e. remote control) will result in an additional charge.

Can’t find what you are looking for?

If so, please feel free to contact our BenQ customer care team via www.benq.eu/en-uk/support.html and we will be more than happy to assist you accordingly.