Refund & Returns Policy
Plain terms, no hidden conditions. If something isn’t right, we make it right — that’s part of the promise.
What you can return — and what we need to keep
We stand behind everything we ship. Here’s exactly where the line is, so there are never surprises.
✓ Eligible for return
- Any unopened product in original packaging, within 20 days of delivery — anywhere in the world
- Items that arrived damaged or defective — photos accepted as first evidence
- The wrong item shipped to you (our mistake, our cost)
- Members-only and bundle items, same terms as single products
— Not returnable (for hygiene & integrity)
- Opened deodorising mist or any sealed-hygiene product
- Products whose NFC tag has been registered and activated by another account
- Items with visible wear, odour, or missing parts from normal use
- Gift cards and digital perks (vouchers, early-access credits)
Why the NFC rule exists
Every senfind product carries a unique NTAG 424 DNA tag. Once it’s registered to an account, that record is what proves authenticity and protects you from counterfeits — so we can’t re-sell or re-register an activated piece. If your registration was accidental, contact us within the window and we’ll reset it.
How to start a return
Four steps, no forms buried in emails. We reply within one business day.
Contact us
Email or WhatsApp with your order number and a short note (photos for damage claims).
Get approval
We confirm eligibility within 1 business day and send your return instructions.
Send it back
Use the prepaid label (VN/MY) or drop at the listed courier. Keep the tracking number.
Receive refund
After inspection, your refund is issued to the original payment method in 5–10 business days.
Refund terms
Timing. Refunds are processed within 5–10 business days after the item passes inspection. Bank or wallet processing time may add a few extra days on your side.
Method. Always back to the original payment method — card, e-wallet (Momo / GrabPay / Touch ‘n Go), PayPal or bank transfer as used at checkout. No cash refunds, no store-credit-only policies.
Fees. No restocking fee, ever. Return shipping is free worldwide — wherever you are, we send the prepaid label and cover the full cost. If the return is due to our error (wrong item, damage in transit), everything is on us from day one.
Currency. Refunds are issued in the currency of your original payment at the rate charged on your order. Exchange-rate movement between purchase and refund is not adjusted.
Warranty is not a return — it’s our craft promise
Every piece carries a written 2-year craft warranty. If something fails from normal use within that window, we repair or replace it at no cost. That’s separate from the 20-day free-return window above.
Your local rights
Wherever you buy from, your statutory consumer protections apply on top of this policy — never below it.
| Market | What applies |
|---|---|
| Vietnam | E-Commerce Law remote-sale cooling-off: you may return eligible goods within 15 days of receipt without giving a reason. Our 20-day free-return window exceeds this statutory period — the longer one applies automatically. |
| Malaysia | Consumer Protection Act 1999: goods must be of satisfactory quality and fit for purpose; faulty goods can be returned, replaced or refunded. Our warranty terms apply alongside these rights. |
| Other regions | Your local consumer law applies in full. If it offers more than this policy, the stronger protection wins automatically. |
Questions before you buy?
Talk to a real person — we answer within one business day, in English or Vietnamese.
Contact support →