Refund policy

At Senzo, customer satisfaction is a top priority. However, due to the exclusive and limited-edition nature of our products, we maintain a strict return policy as outlined below:

Return Eligibility

You must contact us within 3 days of receiving your order to request a return. Requests made after 3 days will not be accepted under any circumstances.

Returns will only be accepted if you provide a complete, unedited unboxing video showing the full unpacking process from the sealed package to the product.

If no unboxing video is provided, the return will be automatically rejected.

The item must be in unused, unworn condition, with all original tags and packaging intact.

Return Shipping & Fees

The customer is responsible for the full return shipping cost.

If the original order was placed via Cash on Delivery (COD), the COD fee will not be refunded, and must also be borne by the customer during return.

No additional COD charges apply for prepaid orders.

How to Initiate a Return

To request a return:

We do not accept return requests over email.

If your return is approved, we’ll provide the return instructions. Returns sent without approval will be rejected.

Damages & Issues

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately with the unboxing video. We’ll evaluate the issue and provide a resolution if eligible.

Exceptions / Non-Returnable Items

We do not accept returns on:

Customized or personalized items

Sale or discounted items

Gift cards

Perishable goods or hygiene products

Exchanges

We do not offer direct exchanges. If eligible, return the item following the process above, and place a new order separately.

Refunds

Once we receive and inspect the return, we’ll notify you of the approval status. If approved:

The refund will be issued to your original payment method within 10 business days.

For COD orders, only the product cost will be refunded—COD charges are non-refundable. If more than 15 business days have passed after approval, please