Refund policy
Return & Refund Policy
Returns
We want our customers to have a risk-free shopping experience with Sentora Skin.
For all items where free shipping is offered, we also cover the return shipping. All sales are final for regions where free shipping is not available.
Once your return request is approved, we will provide you with a pre-paid return shipping label.
Our return policy is valid for 60 days from the date your order is fulfilled. If 60 days have passed, we unfortunately cannot offer a refund or exchange.
Shipping fees, shipping protection fees, and customs or import duties are non-refundable.
To qualify for a full refund, the item must be:
- Unused
- In resalable condition
- Returned in its original packaging
- Include all accessories and tags
Depending on the condition of the returned item, a restocking fee of up to 25% may apply. Proof of purchase is required for all returns.
Damaged or Defective Items
Claims for shipping damage or manufacturing defects must be submitted within 10 days of receiving your order.
Please include clear photos of both the damaged item(s) and the outer packaging so we can properly assess and process your claim.
How Do I Start a Return or Exchange?
You may start your return online or email our support team at:
Please include your order number and specify whether you would like a return or exchange (include product details if requesting an exchange).
We will reply with the next steps and, if approved, provide the return address and packing instructions.
Refunds
Once your return has been received and inspected, we will notify you by email whether your refund is approved or rejected.
If approved, your refund (excluding any expedited shipping fees) will be issued to your original payment method within 14 days of receiving the returned item.
Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again.
- Contact your credit card provider.
- Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at:
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange an item for the same product, please email:
Delivery times for exchanged items may vary depending on your location.
Need Help?
Contact our support team at:
Company Information
Sentora Skin
Am Flughafen 12
60549 Frankfurt am Main
Germany