Refund policy

At Sensa Lingerie, we are committed to providing a fair and transparent shopping experience.

Because our products include intimate apparel, certain hygiene considerations apply. However, we respect applicable consumer protection laws and provide different return and refund arrangements depending on the delivery destination and reason for the request.

For all approved refund and replacement cases, customers are not required to return the items to us.

Please review the following policy before placing an order.

1. Return & Refund Eligibility

United States, Canada & Australia

For orders delivered to the United States, Canada, or Australia, we generally do not accept voluntary returns or exchanges for change of mind, personal preference, or incorrect size selection.

However, we provide support for defective, damaged, or incorrect items, and we honor any additional rights available under applicable consumer protection laws.

We encourage customers to review the product description and size guide before ordering.

United Kingdom & European Union

For orders delivered to the United Kingdom, Germany, France, Ireland, or the Netherlands, customers have additional cancellation and withdrawal rights under applicable consumer protection laws.

For eligible online purchases, customers may notify us of their decision to cancel within 14 days after receiving the goods, without providing a reason.

Sensa Lingerie voluntarily waives the requirement to return the goods for qualifying withdrawal requests received within the applicable statutory withdrawal period.

This means that, for qualifying requests:

  • No return shipment is required.

  • No return shipping fee is charged.

  • Customers may keep the items.

  • Refunds are issued to the original payment method.

This arrangement does not limit any additional statutory consumer rights.

2. How to Exercise Your Right of Withdrawal

Customers in the United Kingdom, Germany, France, Ireland, and the Netherlands may exercise their applicable right of withdrawal by emailing:

info@sensalingerie.com

Please include:

  • Your order number

  • Your name

  • A clear statement that you wish to cancel or withdraw from your purchase

  • The item or items concerned, if cancelling only part of an order

You do not need to explain why you are cancelling, and photos or videos are not required for a standard withdrawal request.

You may use the model withdrawal form provided at the end of this policy, but its use is optional.

To meet the withdrawal deadline, it is sufficient to send your cancellation notice before the applicable withdrawal period expires.

3. Refunds for UK & EU Withdrawal Requests

For qualifying withdrawals, refunds will be issued without undue delay and no later than 14 days after we receive your valid withdrawal notification.

Refunds will be processed using the original payment method unless you expressly agree otherwise.

For a full withdrawal of an order, the refund includes the price of the goods and the original standard delivery charge paid by the customer, where applicable.

If you purchased multiple items and withdraw from only part of the order, we will refund the affected items and any delivery charges required to be refunded under applicable law.

We do not require customers to return goods before issuing an approved withdrawal refund.

The time required for funds to appear in your account may depend on your payment provider.

4. Defective, Damaged or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us as soon as possible.

We recommend reporting the issue within 7 days of delivery so we can investigate promptly.

Please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos showing the problem, where reasonably available

An unboxing video may be helpful but is not required.

Depending on the nature of the issue, applicable law, and product availability, we may provide an appropriate remedy, such as:

  • A free replacement

  • A refund to the original payment method

  • Another remedy required by applicable law

Customers are not required to return defective, damaged, or incorrect items under our current resolution process.

The recommended 7-day reporting period does not limit statutory rights or legal guarantees that apply after that period.

5. Statutory Consumer Rights

Nothing in this policy excludes, restricts, or replaces consumer rights that cannot lawfully be limited.

In particular:

  • Customers in European Union countries benefit from applicable statutory guarantees for goods that are faulty or do not conform to the contract.

  • Customers in the United Kingdom retain their rights and remedies under applicable consumer protection laws.

  • Customers in Australia retain their rights under the Australian Consumer Law.

  • Customers in Canada and the United States retain any applicable consumer rights and legal remedies.

Where applicable law provides greater protection than our standard policy, those legal rights take precedence.

6. Hygiene & Intimate Apparel

For destinations where no statutory change-of-mind right applies, we generally do not accept voluntary returns of intimate apparel for reasons such as personal preference or incorrect size selection.

For the United Kingdom and European Union, applicable withdrawal rights and any legally permitted hygiene-related exceptions are governed by local consumer law.

Under Sensa Lingerie's current customer-friendly withdrawal arrangement, qualifying UK and EU withdrawal requests made within the applicable statutory period do not require the products to be returned, even where items have been opened.

This voluntary arrangement does not affect rights relating to faulty, damaged, or incorrectly supplied goods.

7. Sizing Assistance

We recommend reviewing the size guide and product measurements before purchasing.

If you need assistance selecting a size, please email info@sensalingerie.com.

For customers who are not otherwise entitled to a statutory withdrawal or refund, we may offer discretionary sizing assistance, such as a discount or replacement option, depending on the circumstances and product availability.

Any discretionary assistance is separate from, and does not replace, applicable consumer rights.

8. Order Cancellations Before Dispatch

If you wish to cancel or modify an order before dispatch, please contact us as soon as possible.

We will process eligible pre-dispatch cancellations and refund the applicable amount to the original payment method.

Once an order has shipped, changes may no longer be possible.

However, shipment does not remove any statutory cancellation or withdrawal rights that apply to your purchase.

9. Refund Processing

Refunds are issued to the original payment method.

For UK and EU statutory withdrawal requests, we follow the refund deadline specified in Section 3.

For other approved refunds, we aim to initiate the refund promptly after the request is reviewed, subject to applicable legal requirements.

The payment provider may require additional time to reflect the refund in your account.

No return shipment or return shipping charge is required under our current refund process.

10. How to Contact Us

For cancellation, withdrawal, refund, replacement, or sizing-related requests, contact:

Sensa Lingerie

Operated by YIWU YOOSEE TRADING COMPANY

Room 202, Unit 1, Building 33, Bajiao Well Community,
Choujiang Street, Yiwu, Jinhua, Zhejiang Province, China 322000

Email: info@sensalingerie.com

Customer Service Hours: Monday to Friday, excluding public holidays.

Requests may be submitted by email at any time. Requests received outside service hours will be reviewed on the next business day.

11. Model Withdrawal Form — UK & EU Customers

You may use the following form to exercise your right of withdrawal. Using this form is optional.

To: Sensa Lingerie
Email: info@sensalingerie.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):
Order Number:
Ordered On:
Received On:
Customer Name:
Customer Address:
Date:

Please send the completed information to info@sensalingerie.com.

No return shipment is required for qualifying withdrawal requests under Sensa Lingerie's current policy.

This policy does not affect any statutory consumer rights available under applicable law.