Return and Refund policy

Our return and refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe. 

 

（All terms of service and conditions of use are in English. Due to possible comprehension and translation deviations, we do not provide translations of the Chinese versions. If you continue to use the website or complete an order, you will be deemed to have understood and agreed to all of our terms and conditions in English. If you require any services in Chinese, please contact us.

所有服务条款及使用条件均以英文为准。基于可能出现的理解及翻译偏差，我们将不提供中文版本的翻译。如果您继续使用网站或者完成订单，我们将视为您理解并同意我们用英文表述的所有条款。如果您需要相关中文信息，请与我们联系。）

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Last updated: October 2023

1. Eligibility for returns:

2. Return conditions:

3. Refunds:

4. Proof for damaged or incorrect orders:

5. Processing of returns and refunds:

6. Exceptions and non-returnable items:

1. eligibility for returns:

a. Monthly Subscription Members: 

 

Customers who have subscribed to our paid monthly membership subscription are eligible to return the returnable products within 15 days from the date that the carrier updates the information to delivered or equivalent. It is free of re-stock and handle charges for you to return the items under the "Free Return" service within the limit of Five(5) items per month. Returns in quantities exceeding the number of items will not be accepted. 

 

Exceptions are made for incorrect orders or defective items.

 

b. Non-Subscription Members: 

 

Customers who have registered without opting for the monthly membership subscription can return the returnable products within 7 days from the date that the carrier updates the information to delivered or equivalent. It is free of re-stock and handle charges for you to return the items under "Free Return" service within the limit of three(3) items per month. Returns in quantities exceeding the number of items will not be accepted. 

 

Exceptions are made for incorrect orders or defective items.

 

* ALL SALE/DISCOUNTED ITEMS ARE FINAL. NO RETURN, REFUNDS or EXCHANGE.  Unless you receive wrong items.

 

2. return conditions:

a. Product Integrity: To be eligible for a return, the product must be unused, unopened, and in the same condition that you received it. Any seals or packaging should remain intact. Frangible security stickers must be intact if attached.

 

b. Proof of Purchase: A receipt or proof of purchase must accompany all return requests.

 

 

3. refunds:

a. Refund Amount: Upon approval of the return, refunds will be processed for the product's purchase price only. Shipping costs, both initial and return, are non-refundable.

 

b. Shipping Costs: If the return is NOT due to an error in the order or a damaged product upon arrival, the customer is responsible for return shipping costs for "Free Return" eligible items.

 

c. Order Errors or Damaged Products: In cases where the product received is incorrect due to an error in the order or arrives damaged, Sensual Trends may offer a refund or replacement at our decision. However, this is contingent upon the customer providing adequate proof.

 

 

4. proof for damaged or incorrect orders:

a. Documentation Required: If a product arrives damaged or if the received product is not what was ordered, customers are required to provide evidence in the form of videos and photographs. This evidence should clearly show the product's condition upon arrival and must be taken during the unboxing process.

 

b. Video Proof: A continuous, unedited video of the unboxing, clearly showing the product's condition upon arrival, is mandatory. This helps ascertain the product's state when delivered and aids in the verification process.

 

 

5. processing of returns and refunds:

You can select the item you want to return from My Account, and Orders by clicking Return and waiting for our approval. At this point, any returns of ineligible items or returns that exceed the limitations of this terms and conditions will be refused.

 

If your return request is approved, you can choose any of your favourite carriers to send the shipment back to the designated location. You will need to pay for the shipping costs for this trip. You may also ask us to provide a paid shipping label for your convenience by contacting us, and we will deduct the shipping charge from the final return amount.

 

If your item is due to an error by us, we will provide you with a paid shipping label.

 

After we receive your shipment we will:

 

a. Inspection: All returned items will undergo an inspection to ensure they meet the return conditions. If the return is approved, the refund process will be initiated.

No refunds will be issued if the item does not meet the return criteria, for example, it has been used, some items with plastic packaging or tamper-evident disposable stickers have been opened, etc.In this case you can choose to pay for shipping again and we will send the item back, or we will dispose of the item.

 

b. Refund Timeline: Refunds are typically processed within 10 - 15 business days, depending on the payment method used. Once processed, it may take additional time for the refunded amount to reflect in your account, based on your bank or credit card company's policies. 

 

c. Notification: Customers will be notified of the approval or rejection of their return. If approved, the refund will be processed, and a store credit will automatically be sent to your email. Or, you can choose get refund by a credit be applied to the original method of payment.

 

 

6. exceptions and non-returnable items:

Certain products or situations may be exempt from being returned. 

 

For example, the following items cannot be returned: bodysuits, lingerie, underwear, jewelry, accessories, and any other items for which return is noted as not being supported on the product page. Items with non-returnable marks or items on sale and on clearance.

 

These exceptions will be clearly stated in the product description or relevant sections of our platform.