Refund policy

RETURN & REFUND POLICY

Last updated: July 26, 2026

At SensoLuxe, customer satisfaction, product quality, and safety are important to us.

Please read this Return & Refund Policy carefully before placing an order.

Because Pure NMN is a dietary supplement, certain products cannot be returned once they have been opened or used for health, hygiene, and product integrity reasons.

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.

1. Return Window

Customers may request a return within 60 calendar days from the confirmed delivery date of their order.

Return requests submitted after the 60-day return window will generally not be eligible for a refund unless otherwise required by applicable law.

The return window begins on the date the shipment is confirmed as delivered by the shipping carrier.

2. Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • the return request is submitted within 60 calendar days of confirmed delivery;
  • the product is unopened and unused;
  • the original safety seal remains intact and has not been removed, broken or altered;
  • the product remains in its original condition;
  • the original packaging is included whenever reasonably possible;
  • valid proof of purchase from SensoLuxe is provided;
  • the return has been approved by our Customer Support team before the product is shipped back.

Returns sent without prior authorization may be refused or may not qualify for a refund.

3. Non-Returnable Items

For health, hygiene and product safety reasons, the following items are generally not eligible for return:

  • opened dietary supplements;
  • used products;
  • products with a broken, removed or altered safety seal;
  • products showing evidence of use, contamination, tampering or improper storage;
  • gift cards;
  • complimentary promotional items;
  • products marked as Final Sale;
  • products not purchased directly from SensoLuxe;
  • products damaged after delivery due to misuse, negligence or improper handling.

Discounted products are not automatically considered Final Sale unless clearly stated before purchase.

4. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery.

If your order arrives:

  • damaged;
  • defective;
  • leaking;
  • with a broken safety seal;
  • or you receive the wrong product,

please contact our Customer Support team within 7 days of confirmed delivery.

To help us investigate the issue, please provide:

  • your order number;
  • a brief description of the problem;
  • clear photographs of the product;
  • photographs of the safety seal;
  • photographs of the shipping package;
  • photographs of the shipping label.

Depending on the circumstances, SensoLuxe may offer:

  • a replacement;
  • a refund;
  • or another appropriate resolution.

We may request additional information before making a final decision.

5. Manufacturing Defects

If you believe your product has a manufacturing defect, please contact us before using the product whenever possible.

We may request photographs of:

  • the product;
  • the lot or batch number;
  • the safety seal;
  • the packaging;
  • and any visible defect.

Each claim is reviewed individually.

Approval of a manufacturing defect claim is not automatic and may require additional verification.

6. How to Request a Return

Before sending any product back, please contact SensoLuxe Customer Support.

Your return request should include:

  • your full name;
  • your order number;
  • the email address used for the purchase;
  • the product(s) you wish to return;
  • the reason for the return;
  • photographs showing that the product remains unopened and the safety seal is intact.

Our support team will review your request and provide further instructions if your return is eligible.

7. Return Authorization

If your return request is approved, we will provide:

  • return instructions;
  • the designated return address;
  • any required return authorization reference;
  • the deadline by which the return must be shipped.

Approval of a return request does not automatically guarantee a refund.

All returned products are inspected upon arrival before a refund is approved.

Products returned without authorization or sent to an incorrect return address may not be processed.

8. Return Shipping Costs

Unless the return is the result of:

  • a damaged product;
  • a manufacturing defect;
  • or an incorrect item sent by SensoLuxe,

the customer is responsible for all return shipping costs, including:

  • shipping charges;
  • tracking;
  • optional shipping insurance;
  • customs documentation;
  • import or export fees;
  • carrier handling charges;
  • taxes or duties;
  • any other expenses associated with returning the product.

Original shipping charges are non-refundable unless otherwise required by applicable law or the error was caused by SensoLuxe.

We strongly recommend using a shipping service that provides tracking information.

SensoLuxe is not responsible for return packages lost or damaged during return transit before they arrive at our designated return facility.

9. Return Address

Approved returns must only be shipped to the return address provided by our Customer Support team.

Our designated return facility is located in Bulgaria.

Please do not send returns to the address shown on the original shipping package unless specifically instructed to do so by SensoLuxe.

Returns sent to an unauthorized address may be delayed, refused, or become ineligible for processing.

10. Return Inspection

Once an approved return has been received at our designated return facility, it will be inspected before any refund is processed.

The inspection may include verification of:

  • the returned product;
  • quantity received;
  • condition of the safety seal;
  • evidence of opening or use;
  • product condition;
  • original packaging;
  • compliance with this Return & Refund Policy.

Receiving a returned package does not automatically guarantee approval of a refund.

Please allow up to 5 business days after the return has been received for inspection.

We will notify you by email once the inspection has been completed.

11. Refund Processing

If your return is approved, the refund will be issued to the original payment method whenever possible.

After SensoLuxe processes the refund, your financial institution or payment provider may require additional time to post the refund to your account.

Most refunds appear within 3–10 business days, although processing times may vary depending on your bank or payment provider.

Unless required by applicable law or due to an error made by SensoLuxe:

  • original shipping charges are non-refundable;
  • return shipping costs are non-refundable;
  • customs duties, taxes and carrier fees are non-refundable.

Refunds are issued only for products that satisfy the requirements described in this policy.

12. Order Cancellations

Orders may be cancelled within 6 hours of purchase, provided that fulfillment has not already begun.

To request a cancellation, please contact Customer Support immediately and include your order number.

Once an order has entered processing, fulfillment, or shipment, cancellation can no longer be guaranteed.

Orders that have already been shipped cannot be cancelled while in transit.

If eligible, any return after delivery will be handled in accordance with this Return & Refund Policy.

13. Refused, Unclaimed or Undeliverable Shipments

Customers are responsible for providing accurate shipping information and cooperating with shipping carriers and customs authorities when necessary.

A shipment may be considered refused, unclaimed or undeliverable if the customer:

  • refuses delivery;
  • fails to collect the shipment;
  • provides an incorrect or incomplete shipping address;
  • refuses to pay applicable customs duties or taxes;
  • fails to comply with local import requirements.

If a shipment is successfully returned to SensoLuxe, refund eligibility will be reviewed after the returned package has been received and inspected.

Where permitted by applicable law, approved refunds may be reduced by non-recoverable costs, including:

  • original shipping charges;
  • return shipping costs;
  • customs charges;
  • carrier handling fees;
  • other expenses resulting from the refused or unsuccessful delivery.

Shipments that are abandoned, destroyed, confiscated or never returned to SensoLuxe may not qualify for a refund.

14. Bundles & Promotional Offers

Products purchased as part of a bundle, multi-buy promotion, or special offer are subject to this Return & Refund Policy.

If only part of a promotional bundle is returned, the refund may be adjusted to reflect the regular selling price of the products that were retained.

Complimentary promotional products have no separate cash value and are not refundable.

Any refund adjustment will be clearly explained before the refund is processed.

15. Payment Disputes

If you experience any issue with your order, we encourage you to contact SensoLuxe Customer Support before initiating a payment dispute or chargeback.

Many issues can be resolved quickly through replacement, reshipment, or another appropriate solution.

If a payment dispute is initiated, SensoLuxe may provide relevant documentation to the payment provider, including:

  • order confirmation;
  • payment records;
  • shipping records;
  • carrier tracking information;
  • delivery confirmation;
  • customer communications;
  • applicable store policies;
  • return authorization records;
  • refund records.

Nothing in this policy limits the customer's legal right to contact their payment provider or financial institution.

16. Policy Updates

SensoLuxe reserves the right to update this Return & Refund Policy at any time.

Any changes will become effective immediately upon publication on this website.

The version of this policy that applied at the time an order was placed will generally govern that order, except where a later version provides greater rights to the customer or where otherwise required by applicable law.

17. Contact Us

If you have any questions regarding returns or refunds, please contact our Customer Support team before returning any product.

SensoLuxe Customer Support

Email: sensoluxebg@gmail.com

Website: https://sensoluxe.com

Please include your order number in all correspondence so we can assist you as quickly as possible.