Refund policy
Returns & Refunds
Last updated: February 23, 2026
At ShopenseSAME, we work with international fulfillment partners. As a result, returns and refunds are limited to specific circumstances outlined below.
Eligibility – United States Orders
- Damaged, Defective, or Incorrect Items: Must be reported within 48 hours of delivery (based on the confirmed delivery date shown in tracking). Clear photos or videos of the product and packaging are required.
- Functional Defects: Must be reported within 30 days of delivery with video proof showing the issue.
- Delivery Delays: If tracking shows no delivery within 45 days from shipment (shipping date shown in tracking), you may request a refund or reshipment.
Delivered but Not Received
If tracking shows “Delivered” but the package was not received, a non-delivery certification from the local carrier may be required before a refund can be issued.
Return Authorization (RMA Required)
All returns must be approved in advance. Once reviewed, you will receive an RMA number and return instructions if applicable. Returns sent without authorization may be refused.
Health & Hygiene Notice
Products that come into contact with skin, hair, mouth, or airways are non-returnable once opened or used due to health and safety regulations.
Non-Eligible Situations
- Change-of-mind or buyer’s remorse
- Incorrect product ordered by customer
- Incorrect or incomplete shipping address provided
- Refused or unclaimed packages (including returns due to failure to collect)
- Minor cosmetic packaging damage
- Normal wear and tear
- Opened or used personal health, hygiene, or wellness products
Refund Processing
- Refunds are issued to the original payment method only.
- Please allow 5–10 business days after approval for processing.
- Shipping fees are non-refundable unless the error was caused by us.
- Orders older than 90 days from payment date are not eligible for refund.
If you have questions, contact us at info@shopensesame.com.