Refund policy
RETURN & DEFECTIVE PRODUCTS POLICY – SENSARA
At SENSARA, we are committed to providing premium, safe, and hygienic products while respecting consumer rights and the quality standards required for intimate wellness products.
RIGHT OF WITHDRAWAL (14-DAY RETURN POLICY)
In accordance with applicable consumer protection laws, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason.
To be eligible for a return, the product must meet all of the following conditions:
- Be in new condition;
- Have not been used;
- Be returned in its original packaging;
- Remain sealed (when supplied with a hygiene seal);
- Include all accessories, manuals, and original components;
- Show no signs of use, damage, or excessive handling.
To request a return, please contact us at:
Email: sensarastore@gmail.com
Please include:
- Your order number;
- Your full name;
- The product you wish to return.
Once your request has been approved, you will receive instructions for returning the product.
Return shipping costs for withdrawals based on personal preference (change of mind, ordering the wrong product, etc.) are the responsibility of the customer.
Refunds will be processed within a maximum of 14 days after the returned product has been received and inspected.
NON-RETURNABLE PRODUCTS
For health protection and hygiene reasons, the following products cannot be returned once unsealed:
- Intimate toys and accessories;
- Male masturbators;
- Vibrators and stimulators;
- Lingerie and intimate apparel;
- Intimate cosmetics and care products;
- Lubricants and massage products;
- Consumable products;
- Any product intended for direct contact with intimate areas.
In accordance with consumer protection legislation, the right of withdrawal does not apply to sealed products that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.
SENSARA does not accept returns of products that have been opened, used, tested, worn, or unsealed.
DEFECTIVE OR DAMAGED PRODUCTS
Although every product is carefully inspected before shipment, exceptional situations may occur where a product arrives damaged or with a manufacturing defect.
If this happens, please notify us within 48 hours of receiving your order.
Your request should include:
- Order number;
- Description of the issue;
- Clear photographs of the product;
- A video demonstrating the defect (if possible).
Providing this information allows us to assess the situation quickly and efficiently.
After reviewing the case, SENSARA may offer one of the following solutions:
- Replacement of the product;
- Refund of the product value;
- A comparable replacement product, subject to customer approval.
If a manufacturing defect is confirmed upon delivery, SENSARA will cover all associated return shipping costs.
PROCEDURE FOR RETURNING A DEFECTIVE PRODUCT
1. Contact Us
Email our support team at:
Include your order number and evidence of the issue.
2. Wait for Approval
Our team will review your request and provide return instructions.
3. Prepare the Package
Carefully pack the product to prevent damage during transport.
4. Ship the Product
Follow the return instructions provided by our team.
5. Resolution
Once the product has been received and inspected, we will notify you of the outcome and the solution offered.
ISSUES NOT CONSIDERED MANUFACTURING DEFECTS
The following situations are not considered manufacturing defects and are therefore not eligible for replacement or refund:
- Damage caused by improper use;
- Exposure of electronic products to water when they are not certified as waterproof;
- Use contrary to the manufacturer's instructions;
- Damage caused by drops, impacts, force, or mishandling;
- Normal wear and tear resulting from regular use;
- Damage to the original packaging after delivery.
BEFORE REPORTING A DEFECT
Before requesting a replacement, we recommend checking the following:
- The product is fully charged;
- Batteries are inserted correctly (if applicable);
- The product is being used according to the manufacturer's instructions;
- Any safety lock or travel lock function has been disabled (if applicable);
- Accessories and attachments are correctly fitted.
In many cases, apparent malfunctions are caused by incorrect setup or operation rather than a product defect.
PRIVACY & DISCRETION
Your privacy is extremely important to us.
All orders and returns are processed with complete discretion. Packaging does not reveal the nature or contents of the products purchased.
LEGAL WARRANTY
Products sold by SENSARA benefit from the legal conformity warranty provided under applicable consumer protection laws.
The warranty exclusively covers manufacturing defects and non-conformities that existed at the time of delivery.
The warranty does not cover:
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Normal wear and tear resulting from regular use;
-
Damage caused by improper use or misuse;
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Damage resulting from accidents, impacts, drops, or incorrect handling;
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Use of the product contrary to the manufacturer's instructions;
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Damage caused by contact with liquids for products that are not certified as waterproof;
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Consumable products and items with a limited lifespan;
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Damage resulting from modifications, disassembly, or repairs performed by unauthorized persons.
In the event of a claim regarding a possible manufacturing defect, the customer may be required to provide photographs, videos, and any additional information necessary for the evaluation of the issue.
Following inspection and assessment of the product, SENSARA may, in accordance with applicable legislation, choose to repair the product, replace it with the same or an equivalent product, or provide a refund where appropriate.
CONTACT
If you have any questions regarding returns, defective products, or your order, please contact us at:
Email: sensarastore@gmail.com
The SENSARA team will be happy to assist you and provide the best possible solution as quickly as possible.