At Senses, we strive to provide you with quality products and a smooth shopping experience. If you receive an item that is damaged, defective, faulty, or if we sent you the wrong item, we want to make it right for you. Please review our return and exchange policy:

Eligible for Returns & Exchanges

• If you receive an item that meets the above conditions, please get in touch with our customer service team within 7 days of receiving the item ordered from the Senses online store. The receiving date is determined based on the parcel tracking record of "Delivered".

• You can reach us through the "Chat Support" button on the bottom left side of our webpage or directly via our WhatsApp customer service at +6011-35078632.

Return Conditions

• Item(s) returned for exchange or refund must be in new and original condition, including the original product packaging, price tags, and labels.

Return Shipping

• If your item(s) qualifies for a return, Senses will cover the courier charges for the return package.

• The return item(s) must be shipped back within 10 working days from the date of receiving our approval of the return message from WhatsApp customer service.

• Please note that Senses will not be liable for any loss or damage to your return parcel or item(s) while they are in transit with the courier company of your choice.

Processing Time

• Once your returned parcel reaches our warehouse, our team will process the return within 1-3 working days (excluding weekends and public holidays). You will receive a return confirmation message via our WhatsApp customer service after the returned item has been confirmed.

Refunds

• If your item(s) have been discounted either through promotions or by using earned points, the refund amount will be calculated based on the net amount you paid as indicated on the original order.

• The points used for the returned item(s) may be added back at our sole discretion if the item(s) to be refunded is damaged, defective, faulty, or if we sent you the wrong item.

• Delivery charges paid in the original order are non-refundable.

• Refunds will be processed and completed within 7-14 working days, depending on your bank or credit card company's processes.

Exchange

• If an exchange is necessary due to a Senses' product issue, Senses will cover the courier charges for the exchange item.

Senses' Rights and Discretion

• Senses reserves the right to reject requests for returns and/or refunds where such requests are deemed habitual in our sole and absolute discretion.

• Senses reserves the right to amend this policy at any time without prior notice.

• Senses reserves the right to make the final decision in all matters related to returns and exchanges.

We appreciate your understanding and look forward to serving you better.