Returns and refunds
Returns and Refunds
We want your purchase on Sensimilla to always be a positive experience. Here you will find all the information on how to report an issue, initiate a return, and receive a refund. For the full terms and conditions, we invite you to also check our Terms of Sale.
Issues with Your Order
If you notice an issue with your order at the time of delivery (incorrect product, missing item, damaged package), please report it within 48 hours of delivery by contacting our support team and providing your order number. If possible, attach some photos: this helps us resolve the issue more quickly. We will always do our best to find a quick and satisfactory solution.
Right of Withdrawal
Under the Consumer Code (Legislative Decree 206/2005), you have the right to withdraw from your purchase within 14 days of receiving your order without having to provide any reason.
To be eligible for a return, items must be unused, intact, and in their original sealed packaging. For health and hygiene reasons, we cannot accept returns of opened products or those with the seal removed.
How to Initiate a Return
- Contact our support team, providing your order number and the reason for the return.
- We will send you the instructions and the address to which you should ship the package.
- Ship the product within 14 days of delivery. Return shipping costs are the customer's responsibility, except in the case of an incorrect or defective product.
We recommend using a tracked shipping service: we cannot take responsibility for packages lost during the return shipment.
Refund Times
Once we receive the returned item at our location, we will inspect the product and process your refund within 2-3 business days. The refund will be issued using the same payment method you used for your purchase.
The credit will appear on your account within 7 business days of the processing date, depending on your payment method and the technical timelines of your bank. In some cases, the credit can take up to 14 days to appear.
Contact Us
For any questions about returns and refunds, please write to us: our support team is available to assist you.
