Return Policy at Sense
At Sense, we strive to ensure that our customers are 100% satisfied with their purchase. Not satisfied? Please contact us first so we can find the best solution together.
Return Period and Right of Withdrawal
You have the right to indicate within 14 days of receiving your order that you wish to exercise your right of withdrawal. After this notification, you have another 14 days to return the products to us.
Return Shipping and Costs
Return shipping costs are at your expense. We ensure that the purchase amount is refunded to your account within 14 days of receiving the return shipment. Typically, we process the refund within 5 business days.
Condition of Goods and Depreciation
Returned products must, as much as possible, be in their original condition, complete, and in the original packaging. If the product is damaged, incomplete, or used more than necessary to assess its nature, features, and functioning, we reserve the right to charge proportional depreciation. This depreciation will be deducted from the refund amount.
If a product is damaged upon receipt, it must be reported to us within 2 days of delivery, preferably with photos, so we can assess the situation and provide an appropriate solution.
Sender's Responsibility
As the sender, you are responsible for properly packaging and safely shipping the product. Returns that do not reach us are not eligible for a refund. Always keep proof of shipment until the return is processed by us.
Follow these steps to return your product:
Step 1: Notify us.
Contact our customer service via an email to info@sense.amsterdam, indicating that you wish to return (part of) your order. Don’t forget to include your contact details and order number. Attach photos in case of defects or damages. If a product is defective upon delivery and covered by the warranty, you are entitled to a replacement, and it does not need to be returned.
Step 2: Wait for a response from our customer service team.
You will also receive the return address from them.
Step 3: Download the return form.
Print and fill it out completely. If information is missing, we cannot process the refund.
Step 4: Carefully pack your items.
Securely and neatly package the items along with the completed return form. Send the package to the address provided by customer service. Be sure to include a Track & Trace code to avoid misunderstandings.
Step 5: Send proof of shipment.
Reply to the email in which you notified us of your return, providing the traceable Track & Trace number to info@sense.nl.
Step 6: Receive your refund.
Once we have received the package, we will ensure that the purchase amount is refunded to your bank account within 5 business days using the same payment method you used.
Question: Can I refuse a package at the door, not pick it up at a collection point, or return it with the courier for a refund?
Answer: No, to receive a valid refund, it is necessary to follow our prescribed return procedure. We do not accept returns that are sent directly back with the courier, left uncollected at a pickup point, or refused at the door, as these are not sent directly to our return address but instead to a postal sorting center. Please ensure you follow our return steps to qualify for a refund.