Refund policy

RETURNS AND WARRANTY POLICY – SENSARA

At SENSARA, we want every order to arrive in the best possible condition. We focus on product quality, discretion, and respect for consumer rights.

To make the process as simple as possible, below you will find our procedures for returns, non-conforming products, and warranty claims.

1. 14-DAY RIGHT OF WITHDRAWAL

If you have purchased a product online, you have the legal right to withdraw from the purchase within 14 calendar days from receiving the order, under the conditions provided by applicable law.

To initiate a return, please contact us at:

Email: sensarastore@gmail.com

Please include:

  • your order number;

  • your full name;

  • the product you wish to return;

  • confirmation that you wish to exercise your right of withdrawal.

After receiving your request, we will provide you with the necessary return instructions.

Return shipping costs

In the case of a return for personal reasons, such as changing your mind or ordering the wrong product, the direct cost of returning the product is borne by the customer, in accordance with applicable law.

The product must be returned in a condition that allows its nature, characteristics, and functionality to be verified. If the product has been handled beyond what is necessary to establish its nature, characteristics, and functionality, the consumer may be liable for any resulting reduction in the product's value, in accordance with applicable law.

2. SEALED PRODUCTS – HYGIENE CONSIDERATIONS

For health and hygiene reasons, certain sealed products cannot be returned after being unsealed, where provided for by applicable law.

Depending on the nature of the product, this category may include:

  • intimate toys and accessories;

  • vibrators and stimulators;

  • masturbators;

  • products that come into direct contact with intimate areas;

  • intimate underwear;

  • certain sealed cosmetic and intimate-care products;

  • lubricants and other sealed intimate-use products.

This rule applies to the right of withdrawal for personal reasons and does not affect the consumer's rights in the event that a product is non-conforming or defective.

3. DEFECTIVE OR NON-CONFORMING PRODUCTS

If the product you received does not function properly, appears to have a possible defect, or does not correspond to the characteristics presented in our store, please contact us at:

Email: sensarastore@gmail.com

To help us assess the situation as quickly as possible, please provide:

  • your order number;

  • the name of the product;

  • a description of the issue;

  • photographs, where relevant;

  • a short video demonstrating the issue, if possible.

For electronic products, we may also ask you for additional information regarding charging, use, or the circumstances in which the issue occurs.

If a physical inspection of the product is necessary, we will provide you with the return instructions.

Please do not send the product back before receiving our instructions.

4. INSPECTION AND RESOLUTION OF CLAIMS

In the event of a claim concerning a possible non-conformity, the product may be inspected in order to determine the cause of the issue.

The inspection may include:

  • testing the product's functionality;

  • checking the battery and charging system, where applicable;

  • checking the accessories;

  • comparing the product's performance with its specifications;

  • checking for signs of damage or improper use.

If a non-conformity for which SENSARA is responsible is confirmed, we will apply the appropriate corrective measure in accordance with applicable law.

Depending on the circumstances, this may include:

  • repair of the product;

  • replacement of the product;

  • an appropriate price reduction;

  • a refund of the product price, where the legal requirements are met.

If a product must be returned in order to resolve a non-conformity for which SENSARA is responsible, the associated return costs will not be borne by the consumer.

5. WHAT IS NOT NORMALLY CONSIDERED A NON-CONFORMITY

Issues resulting from improper use of the product are not considered non-conformities, including:

  • use contrary to the manufacturer's instructions;

  • drops, impacts, or mechanical damage;

  • modification, disassembly, or repair of the product by unauthorized persons;

  • contact with liquids in the case of products that are not certified as water-resistant;

  • improper use of accessories;

  • normal wear and tear resulting from use.

Each situation will be assessed individually, based on the cause of the issue.

6. RECOMMENDATIONS FOR ELECTRONIC PRODUCTS

Before requesting an inspection of an electronic product, we recommend checking:

  • whether the product has been charged properly;

  • whether the battery is installed correctly, where applicable;

  • whether the product is switched on according to the instructions;

  • whether the lock function has been deactivated, where applicable;

  • whether the accessories are correctly attached;

  • whether the product is being used according to the manufacturer's instructions.

If the issue persists, please contact us and we will assess the situation with you.

7. LEGAL GUARANTEE OF CONFORMITY

Products sold by SENSARA are covered by the legal guarantee of conformity provided for by applicable law.

Consumer rights relating to product conformity apply independently of our commercial return policy.

In the event of a claim, SENSARA may request the information necessary to assess the situation and, where necessary, request the product to be returned for inspection.

Claims will be handled in accordance with applicable law.

8. CONFIDENTIALITY AND DISCRETION

At SENSARA, we handle orders and any returns with the highest level of discretion.

The contents of intimate products are not visibly stated on shipping packages.

Information provided by customers as part of a return, complaint, or warranty request is used to process the request and is handled in accordance with applicable law.

9. CONTACT

For any questions regarding returns, non-conforming products, or product warranties, please contact us at:

sensarastore@gmail.com

Please include your order number so that we can identify your request quickly.

SENSARA – discretion, quality, and respect for our customers.

Note

This policy explains SENSARA's commercial procedures and applies together with applicable legislation. Nothing in this policy limits any consumer rights provided by law.