Refund policy

We accept returns and exchanges within 7 days from the date of delivery.

1. Eligible Return Conditions

Damaged or Defective Products
If your order arrives damaged due to shipping or contains quality issues, a complete unboxing video is required as proof to ensure accurate verification and efficient resolution.
Please follow the guidelines below:

  • The video must clearly and continuously capture the entire unboxing process, starting from opening the outer packaging, showing the internal packaging, the product appearance, and any damage in detail. Ensure stable footage with adequate lighting, and that the product model and damaged areas are clearly identifiable.
  • Do not tamper with or remove any damaged parts before filming, as this may affect the assessment of responsibility.

Full Order Returns
If you wish to return the entire order, all items from that purchase (including free gifts and gift boxes) must be returned in full.

Exchanges

  • If you wish to exchange for a product of equal value, please first return the original order. Once we confirm receipt and condition, we will send the replacement.
  • For exchanges involving a different value, please return the original order for a refund, then place a new order for your preferred item.

Non-Returnable Items
The following items are not eligible for return or exchange:

  • Clearance or promotional items
  • Customized products
  • Any items marked as "non-returnable" on the product page
  • Complimentary gifts

Return Shipping Fees

1. If a product has a confirmed quality issue upon delivery and is accompanied by the required documentation, we will accept the return and cover the original shipping costs.

2. If you receive an incorrect item, please contact us with your order number. Upon verification, we will offer a return or exchange and cover all related shipping fees.

3. For returns due to non-quality-related issues or buyer reasons, the buyer is responsible for both the return shipping cost and any reshipping fees.

 

2.Return & Exchange Requests

Please contact our customer service at zoey@sentaigroup.com to initiate your return or exchange request. We typically require 1–3 business days to process the application. Once approved, please return the item(s) along with the packing slip to the address provided in the return confirmation email.

If you choose a non-trackable shipping method, we will not be responsible for any loss, damage, or misdelivery of the returned items. Thank you for your understanding.

 

3.Return Process

Contact our customer service at zoey@sentaigroup.com to register your return or exchange → Provide photos and videos of the item(s) to be returned or exchanged → Our team will review and confirm your request → Return the item(s) as instructed → Once we receive and inspect the return, we will confirm the return status → Refund or exchange will be processed accordingly

 

4.About Refund

Once we have received and inspected your return, we will notify you within 1–3 business days whether your refund has been approved. If approved, your refund will be issued automatically to your original method of payment.

Please note that your bank or credit card provider may also take additional time to process and post the refund. Refunds typically take 6–8 business days to appear, depending on your bank’s processing speed.

 

If you have any questions, please contact us at zoey@sentaigroup.com.

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