Refund policy

Return & Refund Policy

Last Updated: April 28, 2026

At SENS, we want you to love every piece you purchase. We understand that sometimes items may not fit perfectly or may not be what you expected. Our return policy is designed to make the process as smooth as possible.

1. Return Window

You have 14 days from the date you receive your order to initiate a return.

  • The item must be unworn, in its original condition, with all tags attached, and in the original packaging.
  • Returns after 14 days will not be accepted.

2. What Can Be Returned

  • Eligible for return: Clothing, accessories, and fashion items in new, unused condition.
  • Non-returnable items:
    • Underwear, lingerie, swimwear, and intimate apparel (for hygiene reasons)
    • Customized or personalized items
    • Sale items / Final Sale items (unless defective)
    • Items that have been worn, washed, altered, or damaged by the customer

3. Refund Process

Once we receive and inspect your returned item:

  • If the return is approved, we will process your refund to the original method of payment.
  • Refunds will be issued within 5–7 business days after inspection.
  • Shipping costs are non-refundable (unless the item is defective or we made an error).

4. Return Shipping

  • Customers are responsible for return shipping costs.
  • We strongly recommend using a trackable shipping service.
  • We are not responsible for lost or damaged packages during the return transit.

Tip: Save your tracking number until your refund is processed.

5. Defective or Wrong Items

If you received a defective, damaged, or incorrect item, please contact us immediately at admin@shopwithsens.com with clear photos of the issue.

  • Defective items will be accepted for return or exchange even after the 14-day window (within reason).
  • In such cases, we will cover the return shipping cost and send you a prepaid return label.

6. Exchanges

We currently offer exchanges only for size issues (subject to stock availability). To exchange an item:

  1. Initiate a return for the original item.
  2. Place a new order for the desired size.

7. How to Initiate a Return

  1. Log in to your account on our website.
  2. Go to My Orders and select the item you wish to return.
  3. Click Request Return and fill out the form.
  4. Print the return label/instructions provided.
  5. Ship the item back to the address provided.

Return Address: SENS Return 16 Neptune House Canada Square X91 TH98

8. Important Notes

  • All returns are subject to inspection by our team.
  • If an item is returned in an unacceptable condition (worn, washed, missing tags, damaged, etc.), we reserve the right to deny the refund or deduct a restocking fee (up to 30% of the item value).
  • Gift cards and promotional discounts are non-refundable.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

Email: admin@shopwithsens.com 

We aim to respond to all inquiries within 24–48 hours.