Refund policy

1. Order Changes & Cancellation Policy

Once an order is successfully placed, it enters our automated system immediately to ensure fast processing and dispatch. Consequently, orders cannot be cancelled, modified, or amended (including changes to size, color, shipping address, or items ordered) after purchase. Please double-check all cart details before completing checkout. For urgent inquiries, please contact us at info@sensoryframe.com.

2. Intimate Apparel Size Exchange & Strict Hygiene Terms

Due to the intimate nature of our products and strict international hygiene standards, we enforce a categorized exchange policy. Eligible size exchange requests must be submitted within 7 days of the delivery timestamp recorded by the courier system.

🚫 Non-Returnable Items (Strictly Final Sale):

For health, safety, and strict hygiene reasons, the following product categories are strictly non-returnable and non-exchangeable under any circumstances (unless verified as defective upon arrival):

  • Bottoms & Bodysuits: Panties, thongs, G-strings, knickers, bodysuits, and teddies (any item with a crotch).
  • Hosiery & Accessories: Stockings, bodystockings, tights, nipple covers, and body tape.
  • Sets: If a matching set is purchased, the bottom portion cannot be returned or exchanged.

⚠️ Eligible for Size Exchange (Conditional):

The following categories are eligible for a size exchange (issued as Store Credit), provided they meet our strict condition requirements:

  • Bras, Bralettes, Corsets, Bustiers, and Sleepwear/Robes.

Strict Hygiene & Condition Requirements (For Eligible Items):

PLEASE NOTE: Any returned item will be subject to a rigorous hygiene inspection upon arrival at our warehouse.

  • The returned item must be 100% unworn, unwashed, unaltered, and in brand-new, resaleable condition.
  • All original tags, brand packaging, and protective hygiene seals/stickers must remain fully intact and unbroken.
  • Any item showing signs of wear, try-on marks, makeup, fragrance, deodorant, pet hair, or broken hygiene seals will be rejected immediately and returned to the customer at their expense.
  • The customer is responsible for all return shipping costs and transit risks back to our Hong Kong warehouse. We strongly recommend using a tracked shipping service, as we are not responsible for packages lost or damaged in transit.

Size Exchange & Store Credit Process:

  1. Submit a size exchange request via email to info@sensoryframe.com within 7 days of delivery. Late requests will not be processed.
  2. Our customer service team will review your request and respond within 1–3 business days with return instructions.
  3. Ship the item back to our Hong Kong warehouse within 7 days of receiving our confirmation email and provide us with a valid tracking number. If not shipped within 7 days, the request will be automatically closed.
  4. Once received and thoroughly inspected for hygiene standards, a Store Credit will be issued to your account.
  5. A flat fee of USD 30 will be deducted from your store credit to cover our original outbound shipping logistics.
  6. Store credit can be used to place a new order for your desired size. Store credit is valid for 12 months, non-transferable, and non-refundable.

3. Damaged, Defective, or Incorrect Items

In the unlikely event that you receive a defective item or the wrong product, please notify us via email at info@sensoryframe.com within 48 hours of the delivery timestamp recorded by the courier. Upon verification, sensory frame will arrange a replacement.

What This Policy Covers:

  • Manufacturing defects prior to transit (e.g., severe stitching flaws, material tears).
  • Items incorrectly packed or mismatched by our warehouse team.

What This Policy Does NOT Cover:

  • Damage caused after receipt (e.g., snags, scuffs, tears, or stains resulting from trying on, improper handling, or washing).
  • Claims submitted more than 48 hours after courier delivery.
  • Minor color variations due to screen monitor settings.
  • Size or fit preference changes.

Mandatory Unboxing Video Requirement:

To protect both parties against fraudulent claims, claims regarding cosmetic defects, transit damage, or missing items strictly require a complete, unedited unboxing video recorded from the moment of receipt. The video must clearly show:

  • The sealed exterior of the original courier box/mailer bag (showing all sides and visible tracking labels).
  • The unopened package being opened for the first time.
  • The item being removed and thoroughly inspected on all sides.

Claims submitted without a complete unboxing video recorded within 48 hours of delivery will not be accepted.

Replacement Process:

  1. Submit a claim within 48 hours of delivery with photo/video evidence and the mandatory unboxing video to info@sensoryframe.com.
  2. Our team will review your submission within 1–3 business days.
  3. If approved, we will provide instructions for return. The item must be dispatched within 7 days with tracking provided.
  4. Upon receipt and inspection at our Hong Kong warehouse, a replacement item will be dispatched promptly.
  5. Out-of-Stock Resolution: If the replacement item is out of stock, Store Credit will be issued to your account upon warehouse inspection. For any further questions, please contact our support team.

4. Sale & Clearance Items

All items purchased on sale, promotion, or clearance are strictly FINAL SALE. No returns, exchanges, or store credits will be provided for sale items unless confirmed defective upon arrival under Section 3.

5. Customs Duties, Import Taxes & Refused Packages

  • Customs Duties & Taxes: International orders may be subject to import taxes, customs duties, and customs clearance fees levied by your destination country. These charges are the sole responsibility of the customer.
  • Failed Delivery or Refused Packages: If a package is returned to our warehouse due to an incorrect shipping address provided by the customer, failure to pick up the shipment, or refusal to pay destination customs taxes/duties, no refund or store credit will be issued (Final Sale).

6. Customer Service & Processing SLA

Our customer support team aims to respond to all inquiries sent to info@sensoryframe.com within 1–3 business days. Replacements or Store Credits will only be processed after the returned goods are physically received and inspected at our Hong Kong warehouse.

7. Merchant Rights & Final Authority

sensory frame reserves the right to modify or update this policy at any time without prior notice. Strict compliance with time limits based on courier timestamps is enforced. In the event of any disputes regarding product condition, hygiene verification, exchange eligibility, or policy interpretation, sensory frame reserves the right to the final decision.