Refund policy

RETURN & REFUND POLICY

Effective Date: July 15, 2026

At Sensorium, every product is thoughtfully selected, created, and packaged to support a more intentional sensory and wellness experience. We hope you love your purchase. However, if something is not right, please review the policy below.

RETURN ELIGIBILITY

We accept eligible returns requested within 30 calendar days of delivery.

To qualify for a return, an item must be:

  • Unused, unworn, unopened, and in its original condition

  • Returned with all original packaging, labels, inserts, accessories, and components

  • Accompanied by a receipt, order confirmation, or other proof of purchase

  • Free from damage, fragrance contamination, stains, alterations, or signs of use

Candles must be unburned, with the wick intact. Sprays, oils, and other sealed products must remain unopened with any safety seal intact. Gift sets and bundles must be returned complete; individual components from a set cannot be returned separately.

Books must be unread, unmarked, and returned without bent pages, damaged covers, writing, highlighting, or other signs of use.

Sensorium reserves the right to decline a return that does not meet these requirements.

STARTING A RETURN

Before sending an item back, contact us at:

info@sensoriumliving.com

Include your:

  • Full name

  • Order number

  • Item or items you wish to return

  • Reason for the return

  • Photographs, when the item is damaged, defective, or incorrect

Approved returns will receive return instructions and the applicable return address. Items sent to us without prior return authorization may not be accepted or refunded.

Returns should be mailed to:

Address Given at time of Return Approval

Do not send returns to an address shown on the original shipping label unless we specifically instruct you to do so.

RETURN SHIPPING

Unless the return is caused by a damaged, defective, or incorrect item, customers are responsible for all return-shipping costs.

Original shipping charges, expedited delivery charges, international duties, customs fees, and return-shipping charges are non-refundable except where required by law or when Sensorium made an error with the order.

We recommend using a trackable shipping service and retaining your receipt. Sensorium is not responsible for return packages that are lost, misdirected, damaged, or not received.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

Contact us within seven calendar days of delivery if an item arrives damaged, defective, incomplete, or different from what you ordered. Include clear photographs of:

  • The affected item

  • The interior and exterior packaging

  • The shipping label

  • Any visible damage

Please retain the item and all packaging until your claim has been reviewed. Depending on the circumstances and product availability, we may offer a replacement, exchange, store credit, partial refund, or full refund.

Claims submitted after seven calendar days may not be eligible for replacement or refund.

Minor variations in color, texture, grain, crystal formation, botanical appearance, wax finish, vessel appearance, or other natural characteristics are not considered defects. Handmade and naturally derived products may vary slightly from photographs and from one item to another.

NON-RETURNABLE ITEMS

For health, hygiene, safety, licensing, and intellectual-property reasons, the following items are not eligible for return or refund:

  • Burned or partially burned candles

  • Opened sprays, oils, skincare, aromatherapy, incense, bath, body, or personal-use products

  • Food, beverages, tea, chocolate, candy, dried fruit, or other edible products

  • Products with broken or removed seals

  • Used sound-healing, meditation, or wellness accessories

  • Gift cards

  • Downloadable products

  • Digital books, recordings, meditations, courses, assessments, worksheets, or other digital content

  • Custom-made, personalized, monogrammed, commissioned, or specially sourced products

  • Final-sale or clearance merchandise clearly identified as final sale

  • Completed services, consultations, coaching sessions, Reiki sessions, sound baths, workshops, classes, events, or other experiences

  • Shipping charges, customs duties, import taxes, and related fees

This section does not limit any non-waivable consumer rights provided by applicable law.

GIFT SETS, BUNDLES, AND PROMOTIONAL PURCHASES

Gift sets and bundled products must be returned in their entirety, with all components unused and in their original packaging.

If a promotional gift was included with a qualifying purchase, the promotional item must also be returned unused. If it is not returned, its stated retail value may be deducted from the refund.

If a bundle was purchased at a discounted price, the refund will be based on the actual amount paid rather than the combined retail value of the individual items.

SERVICES, APPOINTMENTS, AND EVENTS

Reiki sessions, sound baths, coaching, consultations, workshops, classes, events, and other booked experiences are subject to the cancellation and rescheduling terms displayed during booking or included in the customer’s confirmation.

Completed services are non-refundable.

Deposits, retainers, or reservation fees may be non-refundable when disclosed at the time of booking. Missed appointments and late cancellations may be forfeited according to the applicable booking policy.

DIGITAL PRODUCTS

Digital products are considered delivered when the customer receives access, a download link, login credentials, or electronic delivery.

Because digital content cannot be physically returned, purchases of digital books, meditations, recordings, courses, guides, assessments, templates, and downloadable materials are final and non-refundable, except where the file is defective, inaccessible due to an error on our part, or a refund is otherwise required by law.

REFUNDS

Once an authorized return is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow approximately five to ten business days after approval for the refund to appear, depending on your bank, card issuer, or payment provider.

Sensorium does not control financial-institution processing times.

If only part of an order is returned, any refund will apply only to the eligible returned merchandise. Shipping charges and other non-refundable costs will be excluded.

Items that are returned used, incomplete, opened, damaged, or otherwise ineligible may be denied a refund. We may contact you regarding available options for an ineligible return.

EXCHANGES

Exchanges are subject to product availability.

To request an exchange, contact us before returning the original item. In some cases, the fastest way to receive a different item is to return the eligible original purchase and place a new order.

Any price difference, additional shipping charge, duty, or tax associated with the replacement item will be the customer’s responsibility unless the exchange is required because of an error by Sensorium.

ORDER CANCELLATIONS AND CHANGES

Contact us as soon as possible if you need to cancel or modify an order.

We will make a reasonable effort to accommodate the request, but cancellation or modification is not guaranteed once an order has entered processing, production, packing, or fulfillment.

Custom, personalized, made-to-order, and specially sourced items cannot be canceled after production or procurement has begun.

REFUSED AND UNDELIVERABLE PACKAGES

Orders returned because of an incomplete or incorrect address, refusal of delivery, failure to collect the package, or other circumstances outside Sensorium’s control may be refunded after the merchandise is received and inspected.

Original shipping charges, return-to-sender charges, duties, customs fees, and carrier charges may be deducted from the refund.

INTERNATIONAL RETURNS

International customers are responsible for return shipping, customs documentation, import duties, taxes, brokerage charges, and other fees associated with the return unless the item was damaged, defective, or sent incorrectly.

Duties, taxes, customs charges, and fees paid to government agencies or third-party carriers are generally not refundable by Sensorium.

International customers remain entitled to any mandatory consumer rights applicable in their jurisdiction.

PURCHASES FROM OTHER RETAILERS

Products purchased from an independent retailer, marketplace, hospitality partner, practitioner, stockist, or other third party must be returned through the original place of purchase and are subject to that seller’s return policy.

Sensorium cannot issue refunds for purchases made through unaffiliated third parties.

POLICY ABUSE AND FRAUD

Sensorium reserves the right to refuse returns, refunds, replacements, or future transactions when there is evidence of fraud, policy abuse, excessive return activity, product tampering, false damage claims, or other improper conduct.

QUESTIONS

For return questions or assistance with an order, contact:

Sensorium Customer Care
Email: info@sensoriumliving.com
Website: sensoriumliving.com

Please include your order number whenever possible so that we can assist you efficiently.

Sensorium may update this policy periodically. The policy in effect on the date of purchase will generally apply to that order unless applicable law requires otherwise.