Return and Refund Policy

At senspacelondon.com, we value your satisfaction and strive to provide high-quality jewelry, clothing, and bags. Our return and refund policy is designed to offer a fair and straightforward shopping experience. Please read the following terms carefully.

1. Eligibility for Returns

• Return Notification Window: We are happy to offer an exchange or refund for any item purchased on senspacelondon.com if you notify us within 28 days of purchase.
• Return Condition: Products must be returned to us within 28 days of delivery in their original, new condition, with no signs of wear or use.

Condition of Items:

• Jewelry: Must be unused, without any signs of wear, alterations, or damage.
• Clothing: Must not be worn, washed, or altered, and should retain all original tags and packaging.
• Bags: Must be unused, with no scratches, marks, or other damage, and should include any original packaging or accessories.

2. Non-Returnable and Non-Exchangeable Items
Certain items are not eligible for return or exchange due to their nature, condition, or specific sales terms. These include:

• Used, Damaged, or Stained Items: Items that show signs of use, damage, or have stains.
• Items Missing Tags or Accessories: Items with missing tags, labels, or accessories.
• Items Returned Without Prior Notification or Using Unauthorized Methods: Returns that are not notified to us in advance or sent back using methods other than those specified by us.
• Items Sold Under Special Conditions: Products sold under special conditions such as coupons, promotions, or discounts.
• Items Marked as "Non-Returnable" or "(Presale)": Orders marked as non-returnable on the product page, promotion page, or other communications.
• Personalized or Custom Jewelry: Any jewelry that has been personalized or customized based on customer requests.
• Intimate Apparel and Swimwear: Lingerie, swimwear, accessories, and other items that come into direct contact with the skin.
• Gift Cards: Gift cards cannot be returned or refunded.
• Senspace offline store Purchases: Products purchased in our offline stores are not eligible for refunds. Exchanges are available within 3 days of purchase, provided the product is in its original condition with all packaging and tags intact, and you present a receipt or proof of purchase.

3. Return Process

• Notify Us: Please notify us of your intention to return before sending back any items. Unexpected returns received within 28 days may incur a 15% restocking fee. Items received after 28 days are not eligible for a refund.
• Return Shipping: Use an insured and trackable courier service to return all items in their original packaging. Retain proof of postage, as we are not responsible for items lost or damaged in transit.
• Return Authorization: Our customer service team will provide a Return Merchandise Authorization (RMA) number and instructions for shipping the item back to us.
• Shipping Costs: Return shipping costs are the customer’s responsibility unless the return is due to an error on our part (e.g., wrong item sent, defective item).
• International Returns: For international orders, customers may be responsible for additional customs duties, taxes, or fees associated with the return.

4. Refunds and Exchanges

• Processing Time: All refunds and exchanges will be processed within 14 days of receiving a valid return.
• Partial Refunds: Only partial refunds may be granted if items show signs of wear, damage, or are missing original packaging or accessories.
• Non-Refundable Charges: Original shipping charges are non-refundable unless the return is due to our mistake.

5. Exchange Policy
We only offer exchanges for defective or damaged items. If you need to exchange an item for the same product, please contact us at Senspacelondon@gmail.com.

6. Damaged or Defective Items
If you receive a damaged or defective item, please notify us within 48 hours of delivery, including a description and photo of the damage. We will arrange for a replacement or refund, covering any shipping costs incurred.

7. International Compliance
Our return and refund policy complies with international e-commerce laws, including consumer protection regulations. We ensure adherence to relevant laws in the destination country.

8. Changes to This Policy
We reserve the right to amend this policy at any time. Any changes will be posted on this page, and it is your responsibility to review it regularly for updates.