Refund policy
Thank you for your purchase. We hope you are happy with your order. If for any reason you are not completely satisfied, you may request a return in accordance with the policy detailed below.
Order cancellation
Orders can be cancelled before the product has been shipped.
Once an order has been shipped or is in transit, it can no longer be canceled. In these cases, you can request a refund after receiving the product, in accordance with the return policy detailed below.
30-day return policy
We accept returns within 30 days of the delivery date.
To be eligible for a refund, the item must:
- It must be unused and in the same condition as when it was received;
- It must be returned in its original packaging;
- Include all accessories, manuals, and components;
- It must be accompanied by the purchase receipt or order confirmation.
Items damaged by customers, missing components, or without original packaging are not refundable.
We want you to shop with complete confidence. If you're not entirely satisfied with your purchase, simply contact our support team and we'll guide you through the entire return process.
Return shipping costs
We cover the shipping costs for all approved returns.
Once your return request is approved, we'll instantly send you a prepaid shipping label along with easy, step-by-step instructions. The entire return process is quick and hassle-free , and you won't have to pay any shipping costs for authorized returns.
No restocking fees will be charged for returned products.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
How to return an item
Our returns process is simple and hassle-free. Once your return request is approved, we'll provide you with all the necessary instructions and a prepaid shipping label. Most return requests are processed within 1 to 2 business days.
Step 1: Contact customer service.
Please contact our customer support team at:
Email: service@senmalls.com
Please include the following information:
- Order number;
- Product name;
- Reason for return;
- Product photographs (if applicable).
Step 2 – Receive return authorization
After reviewing your application, we will provide you with:
- Return authorization;
- A prepaid return shipping label;
- Detailed instructions for the return;
- Return address:
Carrer Can Gurri, 16
08185 Lliçà de Vall
Barcelona
Spain
Please do not return any items without prior authorization, as unauthorized returns may not be accepted.
Step 3 – Submit the article
Pack the item carefully and include your proof of purchase or order confirmation.
Once the package has been shipped, keep the tracking information until the return process is complete.
Damaged, defective, or incorrect items
Please check your order upon receipt.
If you receive:
- A damaged item;
- A defective item;
- An incorrect product;
- An item that is missing pieces;
Please contact us immediately at service@senmalls.com .
We will assess the problem and, if necessary, provide a replacement, exchange, or full refund at no additional cost to you.
Non-returnable items
The following items are not eligible for return or refund:
- Custom-made or personalized products;
- Gift cards;
- Perishable products (such as food, flowers or plants);
- Personal care and hygiene products;
- Hazardous materials, flammable liquids or gases;
- Any item that is specifically marked as non-returnable at the time of purchase.
If you are unsure whether your product is eligible for return, please contact us before submitting a request.
Email: service@senmalls.com
Exchanges
The quickest way to exchange an item is to return the original item and place a new order.
Refunds
Once we receive and inspect the returned item, we will notify you by email whether your refund has been approved or rejected.
If approved:
- Your refund will be issued to the original payment method used during the purchase process;
- Refunds will be processed within 10 business days of approval;
- You will receive a confirmation email once the refund has been processed.
Please note that banks, credit card issuers, PayPal, or other payment providers may require additional time to process and credit the refund to your account.
Original shipping costs are non-refundable unless the return is the result of:
- Our mistake;
- A defective product;
- A damaged item received during shipping;
- We sent you the wrong item.
Where is my refund?
If you have not yet received your refund:
- Check your bank or payment account.
- Please contact your credit card provider or payment service provider.
- Contact your bank, as processing times may vary.
If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at:
Email: service@senmalls.com
contact information
Customer service email: service@senmalls.com