Refund policy

Can I ask for a refund or replacement?

We offer a refund for only the following cases:

Your item arrived defective or damaged
You received the wrong product
If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is damaged, we request you to send us videos or photos, and receipt or proof of purchase.

If you received the wrong product, you can send us an email to request for a replacement. We will do our best to ensure 100% customer satisfaction by providing you with what you need.

The refund will be made only after thorough inspection. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you have been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exceptions apply for accidental orders, where we are not held responsible and do not offer a refund.

Shipping cost of returns

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

I haven’t received my refund yet. What should I do?

We suggest that you check your bank account again. It may take some time before your refund is finished processing. Contact your credit card company or your bank.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@houseofsensory.com