We hope you love your Sentimo order, but if something isn’t right, we’re here to help. This policy outlines your rights to return, exchange, or request a refund for purchases made on www.shopsentimo.com, operated by Louvies General Trading L.L.C – SPC.
1. Return Eligibility
We accept returns and refund requests under the following conditions:
Accepted:
- Items arrived damaged or defective
- You received the wrong item
- The order was not delivered within a reasonable time due to our fault
Not Accepted:
- Customized or personalized items (unless damaged or incorrect)
- Change of mind after shipping
- Products returned after the return window (see below)
2. Time Frame
To request a return or refund:
- UAE customers: Contact us within 3 days of receiving your order
All returned items must be unused, in original condition, and packaging.
3. Refund Process
To start a return, email us at hello@shopsentimo.com with:
- Your order number
- A brief description of the issue
- Clear photos of the product (if applicable)
Once approved, we’ll offer:
- A full refund to your original payment method, or
- A replacement item at no additional cost, depending on availability
Refunds will be processed within 5–10 business days after confirmation.
4. Return Shipping
- If we sent the wrong or defective item, we will cover return shipping.
- If the return is due to customer error (e.g., wrong address entered), return shipping and reshipment fees may apply.
5. Cancellations
You may cancel your order before it has been shipped by contacting us immediately.
Once shipped, the order cannot be cancelled.
6. Non-Refundable Items
Please note we cannot accept returns or issue refunds for:
- Custom or personalized products (e.g., cards with your message)
- Digital downloads (if offered in the future)
- Sale or clearance items (unless damaged)
7. Contact Us
If you have any questions about your order or this policy, please reach out to us:
📧 Email: hello@shopsentimo.com
🏢 Business Name: Louvies General Trading L.L.C – SPC
📍 Location: Abu Dhabi, United Arab Emirates