Refund policy

Return and Refund Policy

30-Day Return Policy
We offer a voluntary 30-day return policy. This means that you may request a return within 30 days after receiving your item.

This voluntary return policy applies in addition to your statutory rights, including your statutory right of withdrawal in the European Union. Nothing in this policy limits your statutory consumer rights.

To be eligible for a return under our voluntary 30-day return policy, your item must be in the same condition in which you received it: unworn, unused, with tags, and in its original packaging. You will also need the receipt or another proof of purchase.

To request a return, please contact us at info@sentis.club. If your return is accepted, we will send you instructions on how and where to send your package.

Please do not send items back without first requesting a return or submitting a withdrawal statement. Returns sent to an address not provided by us may not be reliably identified or processed. This does not affect your right to submit a withdrawal statement within the applicable withdrawal period.

Return Shipping Costs
You are responsible for the direct cost of returning the goods, unless we expressly tell you otherwise. This applies both to returns under our voluntary 30-day return policy and to returns after exercising your statutory right of withdrawal.

If we provide a paid return label in an individual case, the cost of that label may be deducted from the refund amount, provided this has been communicated to you in advance.

Damages, Defects and Wrong Items
Please inspect your order as soon as you receive it. Contact us immediately at info@sentis.club if the item is defective, damaged, or if you have received the wrong item, so that we can assess the issue and offer an appropriate solution.

For defective, damaged, or incorrectly delivered items, your statutory legal guarantee rights apply. The rules on return shipping costs for voluntary returns or withdrawal do not limit these statutory rights.

Exceptions and Non-Returnable Items
Certain items cannot be returned or may only be returned under limited conditions. These include in particular:

• items that are not suitable for return due to health protection or hygiene reasons, if their seal or hygiene seal has been removed after delivery;
• underwear, boxer shorts, and similar close-fitting hygiene products, where they were delivered sealed and the seal or hygiene seal has been removed after delivery;
• personalised or custom-made items;
• perishable goods;
• gift cards;
• hazardous materials, flammable liquids, or gases.

Please contact us if you have questions about a specific item.

Sale items may be excluded from returns under our voluntary 30-day return policy. This does not apply where you have a statutory right of withdrawal or statutory legal guarantee rights.

Exchanges
The fastest way to make sure you receive the item you want is to return the item you have and, once the return has been accepted, place a separate new order for the desired item.

Statutory Right of Withdrawal for Consumers in the European Union
If the goods are delivered to an address in the European Union and you are acting as a consumer, you generally have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, have received the goods. If you ordered several goods as part of a single order and they are delivered separately, the period generally begins on the day on which you, or a third party named by you, have received the last item.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement. You may do this by using one of the following methods:

• contacting us by email at info@sentis.club;
• sending us a clear statement including your order number;
• using our online withdrawal function “Withdraw from contract”.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Online Withdrawal Function
You may also exercise your right of withdrawal through our online withdrawal function. You can access it through the link “Withdraw from contract”. After submitting the form, your withdrawal statement will be sent to us using the details you provide.

This online withdrawal function is provided under EU consumer rights law, including Article 11a of Directive 2011/83/EU, as amended by Directive (EU) 2023/2673.

Orders Already Shipped or Not Yet Delivered
If your order has already been shipped before you submit your withdrawal statement, it may no longer be possible to stop the delivery. In this case, please wait for the delivery and do not use the goods. We will then send you the next steps for returning the goods.

You must return the goods without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired.

Please do not send the goods to the sender address shown on the package unless we have expressly confirmed that address as the return address.

Effects of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including the cost of the least expensive standard delivery option offered by us. Additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us will not be reimbursed.

The refund will be made using the same payment method that you used for the original transaction, unless expressly agreed otherwise. We will not charge any additional fees for the refund.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is earlier.

You are only liable for any diminished value of the goods if that diminished value results from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Model Withdrawal Form
If you wish to withdraw from the contract, you may use the model form below. Use of this form is not mandatory.

To Sentis
Email: info@sentis.club

I hereby withdraw from the contract concluded by me for the purchase of the following goods:
Ordered on:
Received on:
Order number:
Consumer’s name:
Consumer’s address:
Email address:
Date:

Refunds
Once we have received and inspected your return, or once you have provided suitable evidence that the goods have been sent back, we will inform you about the status of your refund.

If a refund is due, it will be processed to your original payment method. Please note that it may take some time for your bank, credit card company, or payment provider to process and display the refund on your account.

If more than 15 business days have passed since your refund was confirmed, please contact us at info@sentis.club.