Refund policy
Returns and Right of Withdrawal Policy
We offer a 14-day return policy. This means that you have 14 days from the date you receive your order to exercise your right of withdrawal or request a return.
To exercise your right of withdrawal, you must inform us of your decision by sending an explicit statement to:
Email: info@mysenso.it
You can download the standard withdrawal form here: Withdrawal Form MySenso
You can also exercise your right of withdrawal electronically through our online withdrawal form: Online Withdrawal Form MySenso.
If you use this online function, we will send you a receipt confirmation by email without undue delay.
In the context of electronic withdrawal, we process name, email address, and order number. The processing is carried out by our processor Revoq. Further information can be found in the Data Processing Agreement (DPA) at https://www.consumer-withdrawal.eu/dpa
The use of the withdrawal forms is not mandatory. You may also communicate your decision by email or another clear written statement.
Return conditions
To be eligible for a return, the item must be returned in the same condition in which you received it: unused, undamaged, with all original tags (if applicable), and in its original packaging.
You are responsible for handling the product only to the extent necessary to establish its nature, characteristics, and functioning. If the product has been handled beyond what is necessary, you may be responsible for any decrease in its value.
You will also need to provide proof of purchase (such as a receipt or order confirmation).
Items returned without first requesting a return authorization will not be accepted.
Once your return request has been accepted, we will provide you with the return shipping instructions and, where applicable, a return shipping label.
For any questions regarding returns, you can contact us at:
Damaged, defective, or incorrect items
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us as soon as possible at info@mysenso.it so that we can assess the issue and provide an appropriate solution.
European Union 14-day right of withdrawal
If your order is shipped to a country within the European Union, you have the right to withdraw from the purchase contract within 14 days without providing any reason.
The withdrawal period begins on the day you (or a third party designated by you, other than the carrier) receive the goods.
After notifying us of your withdrawal, you must return the products within 14 days.
The products must be returned in accordance with the conditions described above.
The right of withdrawal applies regardless of whether the product was purchased at full price or at a discounted price.
Return shipping costs
Unless otherwise stated, the cost of returning the product is borne by the customer.
If the return is due to a defective, damaged, or incorrect item, we will cover the reasonable return shipping costs.
Exceptions to the right of withdrawal
Certain products cannot be returned where permitted by applicable law, including:
- products that are personalized or made specifically for the customer;
- sealed products that are not suitable for return for reasons of health protection or hygiene if they have been opened after delivery;
- products that cannot be returned due to their nature.
Examples may include certain personal care, cosmetic, or hygiene products once their original seal has been removed.
If you have any questions about whether a specific product can be returned, please contact us before opening or using the product.
Exchanges
If you wish to receive a different product, the fastest solution is to return the original item according to the procedure above and place a new order separately once the return has been accepted.
Refunds
Once we receive and inspect your return, we will inform you whether the refund has been approved.
If approved, we will refund you using the original payment method.
The refund will be made within 14 days from the date we receive your withdrawal request, or, where applicable, within 14 days from the date we receive the returned goods or receive proof that the goods have been shipped back.
The refund includes the standard delivery costs paid at the time of purchase. Any additional costs resulting from a delivery option chosen by you that differs from the least expensive standard delivery option will not be refunded.
Please note that your bank or payment provider may require additional time to process and display the refund.
If you have not received your refund after the applicable timeframe, please contact us at:
Legal guarantee
These return conditions do not affect your statutory rights. Consumers are entitled to the legal guarantee of conformity for goods as provided by applicable consumer protection laws.