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The First Store

Store policies

Refund, Return & Cancellation Policy

Last updated: 8 October 2026

We want you to love what you order from The First Store. This policy explains how cancellations, returns, replacements and refunds work.

1. Order cancellation

  • You can cancel an order before it is dispatched by emailing hello@bentrix.in with your order number. Prepaid orders cancelled before dispatch are refunded in full.
  • Once an order has been dispatched, it cannot be cancelled. If it arrives damaged, defective or incorrect, please follow the return process below.
  • We may cancel orders for stock unavailability, pricing errors or suspected fraud, with a full refund.

2. Returns and replacements

We accept return or replacement requests within 7 days of delivery if:

  • the product arrived damaged or broken;
  • the product is defective or does not work as described;
  • you received the wrong product or items are missing.

Transit damage or missing items must be reported within 48 hours of delivery. Please record an unboxing video and take photos of the package and product, as our courier and fulfilment partners require this evidence to approve a claim.

3. Items that cannot be returned

  • Products that have been used, assembled, altered or damaged after delivery;
  • Products without their original packaging, tags or accessories;
  • Hygiene and personal-care items once opened (for example, bath linen or toiletries);
  • Change-of-mind returns, unless otherwise stated on the product page.

4. How to request a return

  1. Email hello@bentrix.in with your order number, the issue, and photos or the unboxing video.
  2. We will review your request and reply within 2 business days with next steps (pickup, replacement or refund).
  3. If a pickup is arranged, pack the product securely in its original packaging.

5. Refunds

  • Approved refunds are processed within 5–7 business days to the original payment method. Your bank or payment provider may take additional time to show the credit.
  • For cash-on-delivery orders (if offered), refunds are made by bank transfer or UPI to details you provide.
  • Where a replacement is not available, we will issue a full refund.
  • Shipping charges are refunded when the return is due to our error (damaged, defective or wrong item).

6. Contact us

  • Business: Bentrix (operating The First Store)
  • Email: hello@bentrix.in
  • Phone: +91 79967 32549
  • Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST