Refund policy
What is Sensate’s Returns Policy?
If, within 90 days of receipt of your item(s), you are dissatisfied with your purchase, you may return any Sensate unit for a full refund of the merchandise value and tax.
However, please be aware that import fees or duties paid at delivery are non-refundable, as these charges are collected directly by your local government and not by Sensate.
Return shipping charges are the responsibility of the customer, with the following exceptions:
- (a) if the products are faulty or misdescribed;
- (b) if you are ending the contract because we have informed you of an upcoming change to the product's usability.
For purchases made in the United States, accessories are not eligible for return or refund, as they are sold by third-party vendors. We appreciate your understanding.
Sensate Warranty Information
We provide a limited warranty for a period of 12 months from delivery. The products shall be free from material defects and conform in all material respects with their product description as described on the Sensate website.
Our responsibility for defective products is limited to repair or replacement.
Replacement: Upon qualification of your product return request under warranty and outside the 90-day return period, Sensate will provide instructions for the return of the unit. After receipt and inspection of the unit, Sensate will ship a replacement at no cost to you. Incomplete or unreturned units may void the warranty process.
What is a qualified replacement request?
Any unit that is not functioning in accordance with product specifications per the Sensate User Guide.
How do I return my Sensate unit?
Please contact our Customer Happiness team at info@getsensate.com to obtain a Return Merchandise Authorization (RMA) number and return instructions.
How do I return a gift?
Please contact the Customer Happiness team at info@getsensate.com.
How long will it take to process my refund?
Refunds will be issued within 7-10 business days after we receive and inspect your returned merchandise. Depending on your credit card company, it may take additional time for the refund to post to your account.
Order Acceptance and Shipping Terms
Sensate may, at its sole discretion, refuse or cancel any order and limit order quantity. We may also require additional qualifying information prior to accepting or processing any order. Once we receive your order, you will receive an email order confirmation. However, your receipt of an order confirmation does not signify the acceptance of your order, nor does it constitute confirmation of our offer to sell. We are simply confirming that we received your order. Sensate reserves the right at any time after receiving your order to accept or decline your order for any reason. If Sensate cancels an order after you have already been billed, we will refund the billed amount.
Shipping & Delivery
Since actual delivery can be impacted by events beyond Sensate’s control once it leaves our facilities, we cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.
Sensate is responsible for dispatching the products you purchase. The risk of loss or damage to products passes to you when you, or a person designated by you, takes physical possession of the product(s). Title to the product(s) passes to you when the product(s) is picked up by the carrier from our warehouse. At this point, you will receive the Shipment Notification Email. If there are any issues with delivery, please contact our Customer Happiness team at info@getsensate.com for assistance.
Product Availability and Limitations
Due to the popularity or supply constraints of some Sensate units, we may need to limit the number of products available for purchase. Sensate reserves the right to change quantities available at any time, even after you place an order. Additionally, there may be occasions when Sensate confirms your order but later learns that we cannot supply the ordered product. If we cannot fulfill your order, we will cancel the order and refund your purchase price in full.
Consumers Only
Sensate sells and ships products to end-user customers only. We reserve the right to refuse or cancel your order if we suspect you are purchasing products for resale.