HOW DO I CHANGE OR CANCEL MY ORDER?
If you change your mind about your purchase, please contact us to email: [email protected] and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
REFUND & RETURNS
Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Please contact our Customer Support team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- Shipping fee will NOT be refundable once item has shipped.
- You will be responsible for paying for your own shipping costs for returning your item
If your order hasn’t arrived within 30 business days of the date of original purchase, please contact our support team for a full refund of your purchase.
Lost/ Missing items
- Please be reminded that our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
- If your order hasn’t been updated for more than 14 days (domestic orders) and more than 21 days (international orders), you do have the right to request a replacement or refund for that order. To file a claim, please send us an email to [email protected] (this is a must).
- Note: We typically DO NOT accept refunds or replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.
Replacement/ Refund process
- As our products are customized, we don’t accept return items, you can donate, keep or dispose of them at your convenience. Your replacement follows the same timeframe as the normal order. You can check the shipping policy here : https://sengift.com/shipping-delivery/
- Regarding refund, you will receive a refund confirmation when we finish the process. After that, please kindly wait for about 7-10 days to get your money back into your account (depending on various banks).
Please be informed that placing an order means that you accept all the terms mentioned above.
Thank you for choosing SenGift and please don’t hesitate to contact us via [email protected]