Sensoire · Customer Care
Returns Policy
At Sensoire, your satisfaction matters to us. If you're not completely happy with your purchase, you may return it within 14 days of the delivery date, with original packaging, in line with local consumer rights.
Easy Steps
Email contact@sensoire.com with your order number to receive your return authorisation.
If the item is defective or damaged in transit, we'll issue a pre-paid return shipping label within 1 to 3 business days.
In all other cases, the buyer is responsible for return shipping and may use the carrier of their choice.
Pack the item securely and send it to the return address provided below.
You'll receive your refund within 1 to 3 working days after we receive the package and confirm the product is complete.
Conditions
- Our policy lasts 14 days from the delivery date.
- To be eligible, your item must be unused and in the same condition you received it, in its original packaging.
- For hygiene reasons, certain items (such as eye masks) can only be returned if unopened and unused.
- Products marked as Final Sale are not eligible for return or exchange.
- A receipt or proof of purchase is required to complete your return.
- Please include your order number in all return correspondence so we can assist you quickly.
Refunds
Once your return is received and inspected, we'll email you to confirm receipt and let you know whether your refund has been approved. If approved, your refund will be processed to your original payment method within a few business days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@sensoire.com.
Return Shipping Charges
We will cover the return shipping cost only for returns due to a manufacturer's defect or a Sensoire fulfilment error (wrong item sent). In all other cases, return shipping is the customer's responsibility.
Return Addresses
Krijgsbaan 301, 2070 Zwijndrecht, Belgium
Please email contact@sensoire.com before returning any item. We'll provide the address for our workshop in China, together with full return instructions.
Late or Missing Refunds (if applicable)
If you haven't received a refund yet, first check your bank account again. It can take several days for the money to be returned to your account.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and still haven't received your refund, please contact us at contact@sensoire.com.