Return & Exchange Policy

At Sensa Lingerie, we prioritize your comfort, safety, and satisfaction.
Because our products are intimate apparel, we follow strict hygiene and quality-control standards.

Please review the following policy carefully before placing an order.

1. Eligibility for Returns & Exchanges

Due to hygiene reasons, we only accept return or exchange requests under the following circumstances:

✔ Eligible cases
We accept return or exchange requests only if:

  • The item received is defective, damaged, or incorrect, and

  • You contact us within 7 days of receiving your order.

If the issue is confirmed, customers are not required to return the item.
Instead, we will offer one of the following solutions, based on your preference and product availability:

  • A free replacement, or

  • A refund to the original payment method

2. Return Shipping Responsibility

For approved return or exchange cases, no return shipment is required.

As the item does not need to be sent back, there is no return shipping cost for the customer.

Please note that we do not accept unsolicited returns or packages sent without prior confirmation.

3. Required Proof for Claims

To help us verify the issue efficiently and fairly, please provide:

  • Your order number

  • A clear unboxing video that begins before the package is opened

  • Clear photos showing the defect, damage, or incorrect item

This process ensures transparency and protects both customers and our business.

4. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or exchanges for:

  • Lingerie, underwear, bras, panties, or bodysuits that have been worn, washed, or used

  • Items missing original tags, hygiene stickers, or packaging

  • Final-sale items, custom orders, or gift cards

5. Sizing Support

We encourage customers to review the Size Guide carefully before ordering.

For first-time customers, we may offer one-time sizing support, which can include:

  • A discount code, or

  • A free replacement in the correct size (subject to availability)

Please contact us before placing your order if you need sizing assistance.

6. How to Submit a Return or Exchange Request

Please email info@sensalingerie.com with:

  • Your order number

  • A brief description of the issue

  • The required proof (unboxing video and photos)

Our customer support team will respond within 24 hours.

7. Refund Method

If a refund is approved:

  • The refund will be issued to the original payment method

  • Processing time is typically 3–7 business days, depending on your payment provider

8. Important Notes

  • Customers must contact us before taking any action; items sent without approval will not be processed

  • Sensa Lingerie reserves the right to refuse requests that do not meet the policy criteria

  • This policy is publicly available to ensure transparency and compliance with platform requirements