Refund policy

Returns

We want you to be happy with your order. You may return eligible items within 30 days of delivery for a refund.

To be eligible, an item must be unused, unopened and in its original sealed packaging, with all tags and accessories included. Please keep your order number or proof of purchase.

Items that cannot be returned (hygiene)

For health and hygiene reasons, intimate products cannot be returned or exchanged once the seal has been broken, the packaging opened, or the item worn or used. This includes lubricants, gels and sprays, adult toys and accessories, lingerie, bodysuits, costumes, stockings and hosiery. This does not affect your rights if an item arrives damaged, defective or incorrect.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, email us within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund, and you will not need to pay for return shipping.

How to start a return

Email senloo.hk@gmail.com with your order number and the item(s) you want to return. We will reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.

Unless the return is due to our error (damaged, defective or wrong item), the customer is responsible for return shipping costs. Original shipping fees are non-refundable.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

Exchanges

The fastest way to get a different size or style is to return the eligible item and place a new order.

Cancellations

You may cancel an order free of charge before it ships. Once an order has shipped, it can no longer be cancelled, but eligible items may be returned under this policy.