Return & Refund Policy – EU Market
Effective Date: 11th Aug. 2025
Last Updated: 11th Aug. 2025
Thank you for choosing Sentorise. We strive to provide products of the highest quality. If you are not fully satisfied with your purchase, this policy explains your rights and our procedures for returns and refunds.
1. Legal Right of Withdrawal (14 Days)
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
• The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receive the goods.
• To exercise your right, you must notify us by email at support@sentorise.com with a clear statement of your decision to withdraw.
• This 14-day withdrawal right applies in addition to any statutory rights you may have under local consumer protection laws.
2. Brand Return Guarantee (30 Days)
In addition to your legal withdrawal rights, Sentorise offers a 30-day return policy from the date you receive the product.
• Returns within this 30-day period may be subject to shipping costs if not due to defect or our error.
• All returns must be approved by Sentorise before shipping the product back.
3. Return Eligibility
To qualify for a return:
• The product must be unused, in its original packaging, and in the same condition as received.
• Returns must be initiated within the 14-day withdrawal period or 30-day brand guarantee if non-defective, or within the warranty period if faulty.
• Non-returnable items include:
￮ Custom-made or personalized goods
￮ Goods unsealed after delivery for health or hygiene reasons
4. Returns Due to Defects or Non-Conformity
If your goods are defective or do not match the description, you are entitled to:
• Free repair or replacement, or
• A full refund, including the original delivery costs
In such cases, Sentorise will bear all return shipping costs. We may require photo or video evidence before authorizing the return.
5. Returns for Change of Mind
If you return goods for reasons other than defect or non-conformity:
• You are responsible for the direct cost of returning the goods to our EU warehouse.
• We recommend using a trackable shipping service and keeping proof of postage.
6. Damaged or Defective Items on Arrival
• Damage or defects must be reported within 7 days of delivery.
• Photo or video proof is required for approval.
• If the issue can be resolved with replacement parts, we may provide them free of charge instead of a full return.
• Once the approved return is received and confirmed defective, we will issue a refund or replacement within 3 business days.
7. Return Shipping Costs
• Customer responsibility: If the return is due to customer error (e.g., wrong product ordered), the customer pays for return shipping.
• Sentorise responsibility: If the return is due to our error (e.g., wrong item sent, defective product, duplicate shipment), Sentorise will cover return shipping costs and provide a prepaid shipping label.
8. Refund Terms
• Refunds are processed within 3 business days after the returned goods are received and inspected.
• Refunds will be made to the original payment method only.
• If you selected a delivery method more expensive than our standard shipping, the extra cost will not be refunded.
• We will refund all payments received from you, including standard delivery costs, no later than 14 days from receiving the returned goods.
9. Order Cancellation
• Orders can be canceled before shipment for a full refund within 12 hours of request.
• If your order has already shipped, you may still request a return under this policy once the goods are received.
10. How to Initiate a Return
1. Contact us at support@sentorise.com with your order number, reason for return, and any supporting evidence (photos/videos if defective).
2. We will provide the correct return address based on your location and product type.
3. Ship the goods securely packaged, keeping proof of postage until the return is confirmed processed.
11. Contact Information
Email: support@sentorise.com
EU Returns Address: Provided upon approval of your return request
Sentorise reserves the right of final interpretation of this policy.