Refund policy

Last updated: September 2026

Thank you for shopping with SENSÉ. This policy explains how returns, refunds, cancellations, exchanges and defective products are handled when you purchase through our webshop.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

1. Right of Withdrawal and 14-Day Return Period

You may withdraw from your purchase without giving a reason within 14 calendar days after receiving your order.

If one order is delivered in multiple separate shipments, the withdrawal period begins after you have received the final item from that order.

To exercise your right of withdrawal, you must inform us within the applicable 14-day period by a clear statement.

You can:

You do not need to provide a reason for your return.

After notifying us that you wish to withdraw, you have a further 14 calendar days to send the product back.

2. How to Return an Order

To start the return process, please contact us at info@thesenseatelier.com. We will provide you with the applicable return instructions.

Our return address is:

SENSÉ B.V.

Kajuit 9

1319 AL Almere

The Netherlands

Unless we inform you otherwise as part of the return instructions, you are responsible for arranging the return shipment.

Please retain your proof of shipment and, where possible, use a trackable shipping method. You are responsible for the return shipment and should package the product appropriately to prevent loss or damage in transit, subject to any mandatory rights under applicable law.

3. Return Shipping Costs

For a standard return because you changed your mind, ordered the wrong item or otherwise exercise your right of withdrawal, the direct cost of returning the product is your responsibility.

For international returns, you are also responsible for any return shipping charges, customs charges, duties or other direct return-related costs, to the extent permitted by applicable law.

If the product is defective, damaged on arrival, or we sent you the wrong product, different rules apply. Please see Section 7.

4. Condition of Returned Products

You may inspect and try on the product to the extent reasonably necessary to determine its nature, characteristics, fit and appearance, similar to what would normally be possible when examining a product in a physical store.

If you handle or use the product beyond what is necessary for that assessment, you may be responsible for any resulting diminished value.

When returning a product, please return all items originally supplied with it, including, where applicable:

  • the product itself;

  • its original SENSÉ packaging;

  • inserts;

  • accessories; and

  • any other components supplied as part of the order.

Missing or damaged packaging, components or accessories do not automatically remove your statutory right of withdrawal, but may be taken into account where they have caused a genuine reduction in the value of the returned product.

5. Diminished Value

If a returned product shows handling, use or damage beyond what is reasonably necessary to inspect it, we may deduct the resulting loss in value from your refund.

Examples may include:

  • scratches or other visible surface damage;

  • dents;

  • permanent bending or deformation;

  • damage caused by adjustment beyond the product's intended use;

  • cosmetic, skincare or other residues;

  • discolouration caused by use or improper handling;

  • missing components or accessories;

  • damaged or missing packaging where this materially affects the value of the returned product; or

  • other clear signs of use beyond reasonable inspection.

The amount deducted will reflect the actual reduction in value caused by the handling or use.

Where the condition of the returned product has genuinely reduced its remaining value to zero, the diminished-value deduction may amount to up to 100% of the product price. This will not be applied automatically merely because a product has been opened or tried on.

We will explain any material diminished-value deduction and the reason for it.

These rules do not apply to defects or damage for which SENSÉ is responsible.

6. Refunds

When you validly withdraw from your purchase, we will refund the amounts required under applicable consumer law.

For a full withdrawal of an order, this generally includes:

  • the purchase price of the returned product; and

  • the original standard delivery cost paid for the order.

If you selected a delivery method that was more expensive than our least expensive standard delivery option, we are not required to refund the additional cost of that premium delivery method.

If you return only part of an order and keep other products from that order, the original outbound delivery costs do not have to be refunded where permitted by applicable law.

Refunds will be made using the same payment method used for the original transaction, unless applicable law requires otherwise or another method is expressly agreed.

We will make the refund within the period required by applicable law. For withdrawals covered by EU or Dutch consumer law, this is no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first, where permitted by law.

Any valid diminished-value deduction may be applied to the refund.

7. Damaged, Defective or Incorrect Products

If your product arrives damaged, is defective, or you receive a different product from the one you ordered, please contact us at info@thesenseatelier.com.

To help us investigate and resolve the issue efficiently, we may ask you to provide:

  • photographs or video of the product;

  • photographs of the packaging;

  • your order information; and

  • a description of the issue.

If you notice damage on arrival, we ask that you contact us as soon as reasonably possible, ideally within 48 hours of delivery. This 48-hour period is intended to help us investigate shipping damage efficiently and does not remove or shorten any statutory rights you may have.

Where the product is legitimately defective, damaged on arrival, or incorrectly supplied by us, SENSÉ will bear the necessary costs of the appropriate remedy, including return or replacement shipping where required.

Depending on the circumstances and your rights under applicable law, the appropriate remedy may include repair, replacement, a price reduction or a refund.

Damage caused by misuse, accidental damage, improper care, abnormal use or normal wear and tear is not treated as a defect for which SENSÉ is responsible.

8. Statutory Guarantee and Product Conformity

You retain all statutory rights relating to defective or non-conforming products.

Under Dutch consumer law, products must have the characteristics, quality and durability that a consumer may reasonably expect based on factors such as the nature of the product, its price, its description and statements made about it.

There is no fixed statutory guarantee period under Dutch law. The period during which a product can reasonably be expected to conform depends on the product and the circumstances.

For defects that become apparent within the first 12 months, Dutch law generally presumes that the cause of the defect existed when the product was delivered, unless the nature of the product or defect indicates otherwise.

After that period, different rules regarding evidence may apply.

Your statutory rights are separate from the 14-day right of withdrawal described in this policy and are not limited by it.

9. Pre-Orders

SENSÉ operates partly through pre-orders and limited product drops.

A pre-order may be cancelled at any time before it has been dispatched by contacting us at info@thesenseatelier.com or by exercising your applicable statutory withdrawal right.

Once your order has been delivered, the standard 14-day withdrawal period described in Section 1 applies.

The fact that an item was purchased as part of a pre-order, limited drop or founding batch does not by itself remove any mandatory consumer withdrawal rights.

10. Sale and Discounted Products

Sale, promotional and discounted products are subject to the same statutory withdrawal rights as regularly priced products unless a specific legal exception applies.

A discount or promotion does not by itself make an item final sale.

11. Exchanges

We do not offer a guaranteed direct exchange service.

If you would like a different colour, finish, version or product, the standard process is to return the original product in accordance with this policy and place a new order.

Our customer service team may, at its discretion and where operationally possible, help facilitate an exchange in an individual case. This is subject to availability and does not create a general entitlement to exchanges.

This section does not affect your rights where a product is defective, damaged or incorrect.

12. International Orders

SENSÉ ships internationally.

Unless mandatory law applicable to you provides a longer or more favourable right, we apply a 14-day return period following delivery to customers worldwide.

Mandatory consumer protection rights that apply in your country or jurisdiction remain unaffected.

For ordinary international returns, the customer is responsible for return shipping and any applicable return-related customs, duties or handling costs to the extent permitted by law.

Where SENSÉ is responsible for a defective, damaged or incorrectly supplied product, we will cover the costs that we are legally required to bear.

13. Late or Missing Refunds

Once a refund has been issued, your bank or payment provider may require additional processing time before the funds appear in your account.

If you have received confirmation from us that a refund has been issued but it has not appeared after the normal processing period for your payment method:

  1. check your bank or payment provider account;

  2. contact your bank, card issuer or payment provider if necessary; and

  3. contact us at info@thesenseatelier.com if the refund still cannot be located.

14. Complaints

If you have a complaint regarding a return, refund or product, please contact us at:

info@thesenseatelier.com

We will make reasonable efforts to investigate and resolve the matter directly with you.

Nothing in this section limits any statutory complaint, enforcement or dispute-resolution rights available to you under applicable law.

15. Contact

SENSÉ B.V.

Kajuit 9

1319 AL Almere

The Netherlands

Email: info@thesenseatelier.com

KVK: 42153327

VAT ID: NL869950101B01

This policy applies to purchases made through the SENSÉ webshop. We may update this policy from time to time. Changes will be published on this page together with the updated date. Changes do not affect rights that have already arisen under applicable law.