Report an Issue

We’re sorry to hear that you’re experiencing a problem — but we’re here to help!
At benthree.com, we value every customer’s experience and take product quality seriously.
Please use this page to report any issues related to your order, product performance, or delivery so we can resolve them as quickly as possible.

🧾 1. Before You Begin

Before submitting your report, please make sure you have the following information ready:

• Order Number (found in your order confirmation email)
• Product Model Name or Code (printed on the product or packaging)
• Purchase Date and Platform (e.g., website, Amazon, distributor)
• Clear Description of the Issue
• Photos or Videos (if applicable — these help us identify problems faster)

Providing detailed information will help us process your request more efficiently.

🧰 2. Types of Issues You Can Report

a. Product Defects

If your device has manufacturing or functional issues such as:

• No power or charging failure
• Bluetooth pairing issues
• One side of the headphone not working
• Speaker sound distortion
• Keyboard or mouse malfunction
  Please describe the issue clearly and attach photos or short videos if possible.

b. Shipping or Delivery Problems

Report if:

• Your package has not arrived after the estimated delivery time
• The item was damaged during shipping
• The wrong product or quantity was received

c. Missing Accessories

If your order arrived without some accessories (charging cable, manual, adapters, etc.), please specify which parts are missing.

d. Return or Refund Request

If your product meets the 7-day return policy, you can request a return or refund through this form.
Please note that return shipping costs are the buyer’s responsibility, unless the issue was caused by our error.

e. Warranty or Repair Request

If your product is within the 12-month warranty period, you may submit a repair or replacement request.
Our service team will verify your warranty eligibility and guide you through the process.

f. Feedback or Quality Concern

If you’ve noticed a design flaw, performance inconsistency, or have suggestions for product improvement, we appreciate your feedback.
Your input helps us continuously improve our products and services.

📝 3. How to Report an Issue

You can submit your issue through one of the following methods:

Option 1: Online Form (Recommended)

Please fill out the Report an Issue Form on this page with your contact details and problem description.
Attach up to 5 images or videos to illustrate the issue clearly.

Option 2: Email Submission

You can also email us directly at support@benthree.com with the subject line:
👉 “Report an Issue – [Your Order Number / Product Model]”

Include:

• Your full name
• Contact information
• Order number
• Product name/model
• Detailed issue description
• Photos or videos (if available)

⏱️ 4. Response and Resolution Time

Our support team reviews all issue reports within 24–48 business hours.
Depending on the complexity of the case, the resolution may take:

• Simple inquiries: 1–2 business days
• Return or warranty cases: 3–7 business days
• Technical evaluations: Up to 10 business days

You’ll receive status updates via email as your case progresses.

🔁 5. What Happens After You Submit

1. Acknowledgment: You’ll receive a confirmation email that your report has been received.
2. Assessment: Our team will review your submission and may request additional details if needed.
3. Resolution: We’ll offer one or more solutions — replacement, repair, refund, or troubleshooting guidance.
4. Follow-up: After your issue is resolved, we may reach out for feedback to ensure your satisfaction.

📦 6. Important Notes

• For returns within 7 days, products must be unused and in original packaging.
• If the returned item shows damage not caused by us, the refund may be partially deducted.
• Warranty does not cover misuse, unauthorized repairs, or accidental damage.
• All claims must include valid proof of purchase.

💬 7. Contact Customer Service

If you need immediate help, please reach us via:
📧 Email: support@benthree.com
☎️ Phone: +86 137 6031 0495
🕒 Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)
📍 Address: [Company Address,  Shenzhen, China]

For business or OEM/ODM inquiries, please contact:
📧 sales@[yourdomain.com]

💡 8. Helpful Tips

• Keep your original packaging until your issue is resolved.
• Use our Help Center for setup guides, troubleshooting, and FAQs.
• Always use official accessories and chargers to maintain warranty coverage.

✅ Our Commitment

At benthree.com, customer satisfaction is our top priority.
We strive to ensure that every issue is handled professionally, fairly, and promptly.
Thank you for giving us the opportunity to make things right.