Frequently Asked Questions (FAQs)

General

Yes, we are an Australian company. ABN 69661691970.

No, we are a fully online store, allowing us to keep prices low and provide you with a wide range of products. You can browse and shop from the comfort of your home!

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Products

benssur is operated by a team of registered architects and designers. Our qualifications and extensive experience in architecture empower us to create well-designed, aesthetically pleasing, and functional furniture.

We collaborate directly and closely with our manufacturing partner from the initial design phase, through material selection and production, to inspecting the finished products before they are shipped to our warehouse. Every step is carefully considered and monitored to ensure high-quality standards.

Unlike others with ‘half price sales’ or ‘buy one get one free’ deals, we don’t inflate our prices to begin with. Our pricing model always offers the best value available, so you won’t see massive discounts because our prices are fair from the start. While we do offer sales, our goal is to provide the best prices and value all the time.

Replica furniture refers to pieces that are inspired by or modeled after designs from well-known, world-class designers. These pieces maintain the aesthetic and functionality of the original designs but are typically more affordable.

Yes, all the photos on our product pages are of the actual finished products, taken right before they are packed and shipped to our warehouse. Please note that natural timber products may have variations in grain and color, and colors can appear slightly different on different screens. But rest assured, you are buying what you see!

Don’t worry, we’ve got you covered! Try your first benssur product with our 90-day free trial and experience the design and quality firsthand. You can try it for up to 90 days, and if you’re not convinced, you can return it easily and get a full refund for what you paid for the product (original shipping cost cannot be refunded if you paid any). For customers in metro areas of Sydney, Melbourne, Adelaide, Perth, and Brisbane, we also cover the return shipping costs. Try your first benssur product—the risk is on us!

Warranty

Yes, all benssur products come with our warranty. Typically, chairs have a 2-year warranty, and tables have a 3-year warranty. You can rest assured that we won’t leave you with a defective product.

The warranty is designed to cover any manufacturing or material defect, provided that:

  • the defect is not the result of normal wear and tear or a natural characteristic of the product or a material used in the product.
  • The furniture product must be used in the usual course, for its intended purpose, and following our recommended care and use information.

The following are not covered by benssur Warranty:

  • Normal wear and tear.
  • Variations in exact wood colour and grain.
  • Insignificant variations in product dimensions
  • Insignificant superficial blemishes or imperfections that don’t affect the overall functionality or quality of the product.
  • Damage caused by misuse, abuse, or intentional actions.
  • Damage from improper assembly or modifications—unless it’s done by us or our approved contractors.
  • Damage from using the product in ways it wasn’t designed for, or from neglecting proper care and maintenance.
  • Damage that only affects the packaging.
  • Damage from handling and transporting the product after delivery.

No, benssur Furniture is not liable for items sold by third parties. The warranty only applies to the original buyer who purchased directly from us and excludes any resold benssur Furniture products.

Please use our Customer Request Form.

We assess every warranty claim on a case-by-case basis. Depending on the situation, we might repair or replace the product for you. If these options are not feasible, we may issue a partial or full refund based on the extent of the defects. No matter the issue, don’t worry, we’ve got your back! Our aim is to leave a smile on all our customers.

Delivery

No, we work with third-party delivery partners such as Australia Post and Allied Express to deliver your order on time and at an affordable cost.

We deliver Australia-wide, but in some regional areas, shipping availability and costs may fluctuate. If no shipping options appear for your address, please Contact Us, and we’ll promptly provide a shipping quote to proceed.

We charge fixed shipping costs based on where you live. No matter how many items are in your cart, the shipping cost stays the same. So, buy more and save on delivery costs!

The price is carefully calculated according to the rates our delivery partner provides us. In most cases, if not all, we do not pass the full delivery cost onto our customers.

Orders in stock are typically dispatched from our warehouse within 1-3 days, with some even going out the same day! Delivery times depend on your location, generally taking 1-14 days due to the size of Australia. Most orders can be expected to be delivered in about 2-5 days. Our delivery partner will send you the tracking information you need to track your order.

No, typically Standard Delivery will not pass your door as the delivery personnel are not insured to do so.

Typically yes, most of our delivery partners will contact you before the delivery day to confirm if you want to choose ATL.

90-day free trial (Return)

We want you to fully enjoy the product without any worries. We are happy to accept any products returned with normal wear and tear and appreciate your consideration and time in trying our products. Only items with conditions beyond normal wear and tear, such as being stained or damaged, may result in a rejection of the return request.

Yes, you need to fully pay upfront, but you’ll receive a full refund if you return the product.

Generally, no. While it’s highly recommended to keep the original packaging and carton for the trial period, it is not required to initiate a return. However, if the original packaging is not kept, it is the customer’s responsibility to source appropriate packaging to ensure the goods can be returned without damage. Any damage caused during transportation due to inadequate packaging may result in the return request being denied.

Once we receive confirmation from our charity partner that they have received and inspected the item, we will issue your refund. Please be aware that returned products must not be stained or damaged. If products are returned stained, damaged, or missing parts (beyond normal wear and tear), you may only be eligible for a partial refund of up to 60%.

We don’t limit the number of returns because we want you to shop with confidence whenever something catches your eye. But please note, our policy is for trying your desired products—not bulk buying items just to compare and return most of them. Returns are reviewed on a case-by-case basis, and we may decline requests that misuse the policy, like frequent or large-scale returns. Let’s keep it fair so everyone gets the best experience!”

Most of our returned items are donated to one of our charity partners. At benssur, we don’t resell any returned items under any circumstances.

No, our free trial is granted to the original purchaser only.

Please use our Customer Request Form.

For customers in metro areas of Sydney, Melbourne, Adelaide, Perth, and Brisbane, we will arrange the pickup from your place at no cost to you. For customers outside these areas, you will need to arrange your own delivery to one of our charity partner’s warehouses at your cost.

We define metro, regional, and rural areas based on the rates and postcodes provided by our delivery partners. If you have any doubts or questions, please contact [email protected] for more information.

Account

Sometimes, the email may end up in your spam folder. If you still can’t find it, simply drop us a message at [email protected] and we will quickly resend the email to you.

With an account, you can easily track and manage your orders, update your information, and refer a friend to earn rewards for both of you!

Yes, you can change your email in your account settings.

Unfortunately, no. Your username cannot be changed once it has been registered.

Your “Display name” will be shown for your review. By default, this is the same as your User Name, but you can modify your display name anytime in your account dashboard.

Can’t find your question in our FAQs? We’re here to help. Please contact us, and we’ll get back to you as soon as possible.