Return & Exchange

SENSE Return, Exchange, and Order Cancellation Policy

At SENSE, we are committed to ensuring your satisfaction with every purchase. We offer return and exchange services for products that are in resalable condition within 15 days of receipt. Additionally, we provide an order cancellation policy to meet your needs. Below are the detailed guidelines:

Return and Exchange Policy

1. Resalable Condition

To qualify for a return or exchange, the product must meet the following criteria:

1. Unused: The item must not have been worn, used, or altered in any way.
   1. Undamaged: The item must be free from any damage, including but not limited to tears, stains, or missing parts.
   1. Original Packaging: The item must be returned in its original packaging with all tags and accessories intact.
   1. No Alterations: Items that have been modified, such as having lace cut, hair cut, or dyed, will not be accepted for return or exchange.

2. Non-Resalable Situations

We reserve the right to refuse a return or exchange if the item is deemed non-resalable. Non-resalable situations include, but are not limited to:

• Damage: Items that are damaged, torn, or stained.
  • Alterations: Items that have been altered, such as having lace cut, hair cut, or dyed.
  • Missing Tags or Accessories: Items that are missing original tags, packaging, or accessories.

3. Shipping Costs

• Seller’s Responsibility: If the return is due to the seller’s fault, such as shipping the wrong item, sending a defective product, or exceeding the shipping time, the seller will cover the return shipping costs. In such cases, the buyer must provide the original, unaltered shipping label as evidence. The seller will refund the purchase amount along with the return shipping costs based on the provided label.
  • Buyer’s Responsibility: If the return is due to the buyer’s reasons, such as a change of mind or dissatisfaction with the product, the buyer will be responsible for the return shipping costs.

4. Return Process

• Initiate the Return: Please contact our customer service team at [Customer Service Email] or [Customer Service Phone Number] to request a return authorization within 15 days of receiving your order.
  • Provide Shipping Label: If the return is due to the seller’s fault, the buyer must provide the original, unaltered shipping label as evidence. The seller will use this label to verify and process the refund, including the return shipping costs.
  • Shipping: The buyer is responsible for arranging the return shipping. Please use a reliable courier service and keep a copy of the shipping label for your records.
  • Refund/Exchange: Upon receiving the item, we will inspect it to ensure it meets the return criteria. If approved, we will process the refund or exchange as requested, including the return shipping costs if applicable.

5. Order Exchanges

For exchanges, follow the same return process. Our representative will confirm the exchange product and necessary payment adjustments after approving your exchange request.

Once we receive your returned item, we process the exchange, shipping the new item within 3 business days.

6. Order Cancellation Policy

If you wish to cancel your order after placing it, you must submit a cancellation request before the order has been shipped and before any shipping label has been generated. To cancel your order, please follow these steps:

• Contact Customer Service: Reach out to our customer service team at [Customer Service Email] or [Customer Service Phone Number] to request cancellation of your order.
  • Provide Order Details: Please provide your order number and any other relevant details to help us locate and process your request.
  • Confirmation: Once your cancellation request is approved, you will receive a confirmation email from our customer service team.

Note: Orders that have already been shipped or for which a shipping label has been generated cannot be canceled. In such cases, you may need to follow our return policy if you no longer wish to keep the item.

7. Important Notes

• Time Frame: Returns and exchanges must be initiated within 15 days of receiving the item.
  • Proof of Purchase: Please keep your order confirmation or invoice as proof of purchase.
  • Final Sale Items: Certain items, such as customized or personalized products, may be marked as final sale and not eligible for return or exchange.

We appreciate your understanding and cooperation in following our return, exchange, and order cancellation policies. If you have any questions or need further assistance, please do not hesitate to contact our customer service team. We are here to help!

Thank you for choosing SENSE.

8. Refund Processing Time

Refunds will be issued through the original payment channel within 2 business days. Processing times vary by payment method. If the card used has expired, contact the card issuer for assistance.