Return and Refund Policy – in Senso
1. Right of Withdrawal
In accordance with French and European legislation (Directive 2011/83/EU), you have a 14-day period to exercise your right of withdrawal, without having to provide a reason.
This period runs from the date of receipt of the product by the customer or a designated third party.
2. Return Address
Returns must be sent to the following address:
InSenso Service
Les Fleurs du Golfe
102, avenue des Champs-Élysées
75008 Paris – France
Return shipping costs are the responsibility of the customer, except in the case of an error on our part or a defective product upon receipt.
3. Return Procedure
To initiate a return, simply:
– send us an email or a message via the contact page.
– or contact us via one of our official social media channels.
A confirmation of receipt will be sent to you, along with practical instructions for shipping the package.
4. Condition of Returned Products
To be eligible for a refund, products must:
– not have been opened, used, or tested,
– be returned in their original condition,
– include their original intact packaging (cellophane, plastic film, case, seal, etc.).
Important for Perfumes:
For hygiene and safety reasons, any opened perfume cannot be returned or refunded, in accordance with Article L221-28 of the Consumer Code (sealed products that cannot be returned for hygiene reasons once opened).
Any product returned incomplete, damaged, used, or with damaged packaging will not be eligible for a refund.
5. Refund
Once the package is received and inspected, the refund will be processed within 5 business days via the same payment method used for the order.
Initial shipping costs are only refunded when the right of withdrawal is exercised for the entire order.
Return shipping costs remain the responsibility of the customer.
6. Damaged Package, Incorrect or Defective Product
If you receive an item that is:
– damaged,
– broken,
– or does not match your order,
Please contact us within 48 hours of receipt, with supporting photos.
In Senso will then handle the entire procedure, including return and replacement costs.
7. Exclusions
The following cannot be returned or refunded:
– opened or used products,
– personalized products (special editions, engravings, etc.),
– items whose sealed packaging has been opened,
– products returned beyond the legal period or our 15-day period.
8. Liability
The customer is responsible for:
– the proper packaging of the return parcel,
– the condition of the product during transit,
– proof of postage for the parcel with the carrier.
We recommend using tracked shipping to ensure proper receipt by our services.