Refund policy

🔄 Return & Refund Policy

Last Updated: May 1, 2025

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1 Store Information

Senura LLC
877 S Pearl St
Denver, CO 80209
United States

Email: info@senura.shop
WhatsApp: +44 7401489651

2 Right to Cancel

2.1. As our valued customer, you have the right to cancel your order within 14 calendar days of receiving your item, without giving any reason.

2.2. To exercise this right, simply email us at info@senura.shop before the 14-day period expires. Include your order number and confirmation of your decision to cancel.

2.3. The right to cancel does NOT apply to:

Personalized or custom-made products
Perishable goods
Hygienic or health products that have been opened after delivery
Sealed items that have been unsealed after delivery

3 Return Conditions

To be eligible for return:

Item must be unused and in the same condition as received
Item must be in original, undamaged packaging
Proof of purchase (order confirmation) must be included

3.2. We reserve the right to reject returns that do not meet these conditions.

3.3. As we operate with international suppliers, you may be responsible for any customs formalities related to returns.

4 Return Costs

4.1. The cost of returning the item is the responsibility of the customer, including any customs fees, unless the return is due to a defective product or our error.

We recommend using a trackable shipping service and purchasing insurance for the return package, as we cannot guarantee receipt of returned items.

Note: Products are shipped directly from our suppliers' warehouses outside the European Union. Senura LLC acts as an intermediary between the supplier and customer.

4.2. We only refund the product cost (including VAT if applicable) - original shipping costs are non-refundable.

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RETURN INSTRUCTIONS:
Please email info@senura.shop with your order number to receive the specific return address for your item. As we work with multiple international suppliers, the return address varies depending on where your product was shipped from.

5 Return Procedure

Email info@senura.shop with your order number and request to return

We will provide you with the correct return address within 24-48 hours

Ship the item to the provided address within 14 days of your return request

Keep your tracking number and shipping receipt

Note: You are responsible for organizing the return shipment and any customs formalities.

6 Refund Processing

6.1. We will process your refund within 14 business days of receiving and inspecting the returned item.

6.2. Refunds are issued to the original payment method used for purchase, unless you agree to an alternative arrangement.

6.3. We may withhold the refund until we have received and verified the returned item meets our conditions.

7 Complaints & Warranty

7.1. If you receive a defective product, you may file a complaint under warranty.

7.2. Complaints must be submitted promptly after discovering the defect, no later than 2 years from delivery, to: info@senura.shop

7.3. Your complaint should include:

Order number
Description of the defect
Your contact information
Photos of the defect (if applicable)

7.4. Complaints are processed within 14 business days of receiving complete information. If we need to contact the supplier, processing may extend to 30 business days - we will notify you of any delay.

8 Product Recall

8.1. If a product is found to pose a safety risk, we will recall it from the market in accordance with the General Product Safety Regulation (GPSR).

8.2. Affected customers will be notified by email with recall instructions. Return shipping costs will be covered by us, and refunds will be processed within 14 days of receiving the returned item.

8.3. Report any product safety concerns to: info@senura.shop

9 Additional Information

9.1. We reserve the right to modify this Return Policy. The current version is always available on this page and changes do not affect orders placed prior to the change.

9.2. Any disputes arising from returns or complaints will be handled in accordance with the laws of the State of Colorado, United States.

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FOR ALL RETURN INQUIRIES:
Email: info@senura.shop
WhatsApp: +44 7401489651
Please always include your order number

⚠️ IMPORTANT - INTERNATIONAL SHIPPING

Products are shipped directly from our suppliers' warehouses located outside the European Union. Senura LLC acts as an intermediary between the supplier and customer. To receive the correct return address for your specific item, please contact us by email with your order number.

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Senura LLC
877 S Pearl St, Denver, CO 80209, United States
📧 info@senura.shop | 📱 +44 7401489651