Products that have been opened and consumed are not eligible for refund or exchange. We are only able to refund products if they are damaged or defective. We can offer a refund on your original method of payment only and, depending on your bank or institution, it may take 3-5 days or longer to show up on your statement after verification.
Refunds will only be issued if:
Refunds will only be issued once the product is verified as damaged/defective through submitted photos. We are unable to provide refunds on products that have been opened, used or if items were not purchased on sansorium.com. We are also unable to refund sale items. Please do not send your purchase back to the manufacturer. If you are eligible for a refund in accordance with our policy as outlined above, please email hello@sansorium.com using the subject line "Return".
We also require a receipt or proof of purchase. Any item that is returned more than 30 days after delivery, a partial refund may be granted at the discretion of Sansorium.
Products that have been opened and consumed are not eligible for refund or exchange. If you are not happy with your order, it may be returned unopened and unused and in the same condition that you received it within 30 days of receipt for an exchange.
Each product must also be in their original packaging and wrapped carefully to prevent breakage. Any item not in its original condition, that arrives damaged or defective for reasons not due to our error, is ineligible for exchange.
Shipping costs on your original order are non-refundable. Customers are required to pay associated shipping fees when exchanging an order, and are responsible for ensuring the goods arrive safely. Please consider using a trackable shipping service or purchasing shipping insurance when exchanging products as we can’t guarantee that we will receive your returned item.
Please take extra precautions if attempting to return products during the winter as we are not responsible for product breakages that occur while in transit to us. Depending on where the products are being shipped, the time it may take for your exchanged product to reach you can vary. Please do not send your purchase back to the manufacturer. If you are eligible for an exchange in accordance with our policy as outlined above, please email hello@sansorium.com using the subject line "Exchange". We do require proof of purchase through Shopify.
Missing product is defined as: doorstep theft or product that did not arrive in your order. Â
For missing products due to doorstep theft, please file a complaint with the shipping provider, as we cannot determine if a package was stolen or not delivered. The best mitigation is prevention. Here are some tips to prevent doorstep theft. Please email us at hello@sansorium.com to inform us of your complaint.
For missing products due to our error, we will ship the correct product as soon as possible free of charge. Please contact us at hello@sansorium.com using the subject line "Missing Product".Â
Damaged or defective products are defined as products that arrive broken or otherwise compromised. We may ask for a photo or video to verify the damage or defect. For all damaged and defective products, you are able to choose a new product shipped to you free of change, or a full refund. Please contact us at hello@sansorium.com with the subject line "Damaged/Defective Product"Â for support.
An order can only be cancelled if it hasn't yet been processed by our fulfillment partner. To inquire if you can process a cancellation, please send us an email at hello@sansorium.com with the subject line "Cancellation" plus your Order Number and we will do our best. If the cancellation cannot be processed, our refund policy will be followed. Your package may be returned unopened and unused and in the same condition that you received it to be eligible for a refund.
For all other questions, comments or feedback, please see our FAQs or contact our Customer Experience Team by emailing hello@sansorium.com.
The Team is available Monday-Friday 9am-5pm PST and will respond to all inquiries within 48 hours.
