Return & Exchange Policy

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

Please read the following policy carefully before placing an order.

1. Eligibility for Returns & Exchanges

Due to hygiene reasons, we can only accept returns or exchanges under the following conditions:

✔ We accept returns/exchanges ONLY if:

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

  • AND you contact us within 7 days of receiving the order.

If the issue is confirmed, customers do not need to ship the item back. We will offer either:

  • a free replacement, or

  • a refund (depending on your preference and product availability)

2. Required Proof for Claims

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

  • Your order number,

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

  • Photos of the product showing the defect, damage, or incorrect item.

This requirement ensures transparency and protects both the customer and the business.

3. Non-Returnable Items

For hygiene and safety, we cannot accept returns or exchanges for:

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

  • Items without original tags, hygiene stickers, or packaging

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

4. Sizing Support

We recommend checking our Size Guide before placing your order.

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

  • a discount code, or

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

Please contact us before ordering if you are unsure about sizing — we’re happy to help.

5. How to Submit a Return/Exchange Request

Email us at info@sensalingerie.com with:

  1. Your order number

  2. A description of the issue

  3. Required proof (unboxing video + photos)

Our customer service team will reply within 24 hours.

6. Refund Method

If a refund is approved:

  • The refund will be issued to your original payment method

  • Processing usually takes 3–7 business days, depending on your payment provider

7. Important Notes to Ensure Transparency

  • Customers must contact us before sending any item back; unsolicited returns cannot be processed

  • Sensa Lingerie reserves the right to refuse refunds for items returned in unacceptable condition

  • This policy is publicly available to maintain transparency and comply with platform requirements