Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in its original condition, with tags and in its original packaging. Opened or unsealed items may still be eligible for return, subject to inspection, and a repackaging fee may apply (see "Returns (Non-quality related)" below). You'll also need the receipt or proof of purchase.
Once we have authorised your return request, we will provide instructions on how and where to send your package. Please note that authorisation only means you may send the item back; your refund will be approved only after we have received and inspected it. For non-quality related returns, customers are responsible for the return shipping cost. Items sent back to us without an authorised return request will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Delayed or lost deliveries
If your order is delayed by circumstances beyond our control, such as carrier delays, customs checks or severe weather, please contact us at service@sensereo.co.uk and we will work with the carrier to locate it.
If the carrier confirms your parcel is lost, we will refund or resend your order immediately. If your order has not arrived within 30 days of purchase, we will issue a full refund, including shipping charges.
If your parcel arrives after a refund has been issued, you must notify us and return it within 14 days of receiving it. We will provide return instructions and cover the return shipping cost.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Sale items are sold at reduced prices on a final-sale basis, and gift cards carry a stored cash value, so neither can be returned.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once your return request has been authorised, make a separate purchase for the new item.
UK and European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped to the United Kingdom or into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. As above, your item must be in its original condition, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
You may handle and inspect the item as you would in a shop. As our sensor devices are hygiene-sensitive, however, items that have been handled beyond what is necessary to establish their nature, characteristics and functioning may no longer be resold as new. Where this has reduced the item's value, we may deduct an amount from your refund to reflect that reduction. Examples include an item that has been installed, or one that shows smoke residue, visible soiling or other marks.
Refunds
Every returned item undergoes a hygiene and functional inspection before a refund can be approved. We will notify you once we've received and inspected your return, and let you know whether your refund has been approved. If approved, you'll be automatically refunded on your original payment method within 10 business days of our receiving your return. For returns made under the UK and EU cooling-off period, this will in any event be no later than 14 days after we receive the item. For returns due to product quality issues, the refund will also include your original shipping cost. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we received your return, please contact us at service@sensereo.co.uk.
Returns (Non-quality related)
For returns that are not due to product quality issues, the following conditions apply:
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Returns must be requested within the 30-day return period.
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Customers are responsible for the return shipping cost to the designated return address.
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As returns are processed through third-party logistics partners, a return handling fee of USD 10 will be charged for each returned item.
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For items that have been opened or unsealed but remain fully functional and in their original form, a repackaging fee of 25% of the item price will apply.
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For items whose function or physical condition no longer allows them to be resold, the refund will be reduced according to the item's condition. We will explain any deduction when we notify you of your refund decision.
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If returning part of an order means the remaining items no longer meet the conditions of a discount or promotion applied at purchase (for example, a minimum order quantity or value for free shipping), we will deduct the value of that benefit from your refund. For free shipping, this is the standard shipping cost that would otherwise have applied to your order.
Nothing in this policy affects your statutory rights.