Returns & Refund Policy
Thank you for shopping at Sensarena! We want you to be completely satisfied with your purchase. If things didn't go as planned, we are here to help.
Our policy complies with top industry standards to ensure a transparent, fair, and smooth process for every customer.
CLEAR TIMEFRAMES & REFUND METHOD
- Return Window: You have 30 calendar days from the delivery date of your order to request a return.
- Refund Method: Approved refunds are processed directly back to your original method of payment (PayPal / Credit Card via PayPal).
- Processing Time: Once the returns warehouse receives and inspects your returned item, we will issue your refund within 7–10 business days. You will receive an official email confirmation directly from PayPal as soon as your refund has been processed
RETURN SCENARIOS & HOW THEY ARE HANDLED
CUSTOMER REMORSE (Changed Your Mind / Don’t Like the Scent)
- Condition: We understand you may need to open and smell a fragrance to know if you like it. We accept returns on opened items as long as the product has not been used in excess (tested only). Items used excessively will only qualify for a partial refund.
- Shipping Fee: To ensure your return is correctly tracked and processed by our fulfillment center, all returns must use our official prepaid US shipping label. A flat fee of $6.95 USD will be deducted from your total refund amount to cover the cost of this return label. Original shipping charges are non-refundable.
DAMAGED, FAULTY, OR WRONG ITEMS RECEIVED
- Condition: If your item arrived broken during transit, is defective, or you received a completely wrong product, we will fix it immediately at zero cost to you.
- What to do: Please use the form below to submit your request within 48 hours of delivery, and make sure to upload clear photos of the damage or the incorrect item.
- Cost: We will provide a 100% free return label and issue a full refund or send a brand-new replacement immediately, depending on your preference.
ORDER CANCELLATIONS
- Policy: If you change your mind right after ordering, please contact us immediately at [email protected].
- Refused or Unclaimed Packages: Please note that shipping costs are non-refundable for undelivered, unclaimed, returned, or refused packages by the recipient, unless the delivery failure was due to our error.
HOW TO INITIATE YOUR RETURN
Please DO NOT send your package back to the address listed on the box or to the manufacturer without contacting us first. Unauthorized returns cannot be tracked and will not be refunded
To start your return process, please fill out the Return Request Form below. Our support team will review your request within 24 hours (Monday to Friday, 9 AM – 5 PM EST) and provide you with the prepaid return shipping label and exact warehouse instructions.