Shipping, Returns & Refund Policy

Last updated: September 18, 2025

This page explains how we handle shipping, returns, and refunds for purchases made from Sensophore LLC (“Sensophore,” “we,” “us,” or “our”). If anything here is unclear, please contact us via the Contact page or email at contacts@sensophore.com.


1) Shipping

Processing Times

  • Order processing: 1–2 business days (Mon–Fri, excluding U.S. holidays).

  • Orders placed after 12:00 PM PT may begin processing the next business day.

  • If an item is pre-order or back-order, the estimated ship date will be shown at checkout and in your confirmation email.

Domestic (USA) Delivery

  • Standard: typically 3–7 business days after dispatch.

  • Expedited (if offered): faster options shown at checkout.

  • Delivery windows are estimates provided by carriers and may vary due to weather, peak season volume, or other factors beyond our control.

International Delivery

  • We may offer international shipping to select regions; availability and rates appear at checkout.

  • Duties/Taxes: Unless stated otherwise, international orders are shipped DDU (duties unpaid). Local duties, taxes, and clearance fees are the customer’s responsibility.

  • Customs inspections can cause delays. We are not responsible for customs decisions or extended processing times.


Tracking & Confirmation

  • A shipping confirmation with tracking is sent when your order ships.

  • If tracking shows “Delivered” but you can’t locate the package, please check with the carrier, neighbors/building staff, and then contact us within 7 days.

Address Changes

  • We can attempt to update addresses before fulfillment. Once an order is packed or shipped, changes are not guaranteed.

  • Orders returned due to an incorrect or incomplete address may incur reshipment fees.

Delivery Issues: Lost/Damaged/Wrong Item

  • Damaged on arrival or incorrect items: contact us within 7 days of delivery with your order number and clear photos of the item(s) and packaging.

  • Lost shipments: if the carrier confirms loss, we will arrange a replacement or refund per availability.

  • We may require a signed affidavit for lost-package claims.

PO Boxes, APO/FPO & Forwarders

  • Shipping to PO Boxes and APO/FPO may be available subject to availability, you can confirm on the checkout page.

  • Orders shipped to freight forwarders or third-party handlers are at your own risk; we are not responsible for items after they reach the forwarding address.

Split Shipments

  • To expedite delivery, items may ship separately at no additional cost. You’ll receive tracking for each parcel.




2) Order Changes & Cancellations

  • Edit or cancel requests can be made within 1 hour of placing your order (during business hours). After that, we may have already begun processing.

  • If cancellation isn’t possible, you may start a return once the order arrives (see Section 3).

  • Pre-orders can be canceled prior to shipment unless stated as final sale.


3) Returns & Exchanges

We want you to love your Sensophore products. If something isn’t right, we’ll help.

Eligibility Window

  • 30-day window from the delivery date for return requests.

  • Contact us first for an RMA (Return Merchandise Authorization) and instructions; returns without authorization may be refused.

Condition of Items

  • Products must be unused, unopened, and in original packaging (including inserts and protective seals) unless the return is due to damage, defect, or a documented adverse reaction (see below).

  • Sets/Bundles must be returned complete.

  • Non-returnable: gift cards, samples, trial sizes, free gifts with purchase, and items marked final sale.

Opened Items & Skin Reactions

  • We recommend a patch test. If you experience a reaction, stop use and contact us within 14 days of delivery with photos and a description. We’ll work with you on options, which may include a replacement, exchange, or store credit at our discretion.



Who Pays Return Shipping?

  • If the return is due to our error (wrong, damaged, or defective item), we’ll provide a prepaid label.

  • For change-of-mind returns, customers are responsible for return shipping. We recommend a trackable method, lost returns without proof of delivery can’t be processed.

Exchanges

  • Exchanges are subject to stock availability. If the desired item is unavailable, we can issue a refund (per policy) or store credit.


4) Refunds

Method & Timing

  • Refunds are issued to the original payment method once the return is received and inspected. Please allow 3–5 business days for inspection after delivery to our facility, plus 3–10 business days for your bank to post the refund.

  • If the original method cannot accept the refund, we may issue store credit.

What’s Refundable

  • Product price is refundable only once we approve that you’re eligible for the refund.

  • Products must be unused, unopened, and in original packaging (including inserts and protective seals) unless the return is due to damage, defect, or a documented adverse reaction.

  • Original shipping fees are non-refundable unless the return is due to our error (wrong, damaged, or defective item).

  • If an order uses a free shipping promotion, we do not deduct our outbound shipping cost from your refund.





Partial/Adjusted Refunds

  • If returned items are not in original condition, missing parts, or received outside the return window, we may decline the return or issue a partial refund or store credit at our discretion.

Refused/Unclaimed Packages

  • If an order is refused at delivery or returned as unclaimed/undeliverable (other than our error), we will refund the product price minus any return shipping and carrier fees, where applicable.


5) Subscriptions

  • By subscribing, you authorize recurring charges at the interval you select until you cancel (see Terms of Service).

  • You can modify, pause, or cancel in your account or by contacting support before the next renewal to avoid being charged.

  • Returns for subscription orders follow the same policy as above.


6) Promotional Offers & Gifts

  • Promotions are subject to terms stated at the time of offer and cannot be retroactively applied.

  • If a return causes your order to fall below a promotional threshold, related discounts may be reversed.

  • Free gifts with purchase must be returned with the qualifying item or their value may be deducted from the refund.





7) Warranty & Authenticity

  • We guarantee authenticity for products purchased directly from sensophore.com or our authorized partners.

  • We do not warranty products bought from unauthorized sellers or second-hand marketplaces.


8) How to Start a Return

  1. Email contacts@sensophore.com with your order number, the item(s) you wish to return, and the reason.

  2. We’ll review eligibility and, if approved, send an RMA with the return address and instructions.

  3. Pack items securely; include all components. Use the provided label (if applicable) or a trackable service.

  4. Keep your tracking receipt until your refund or exchange is completed.


9) Policy Updates

We may update this policy from time to time. Changes take effect when posted with a new “Last updated” date. Your continued use of our site after changes are posted constitutes acceptance.