Refund policy

Last updated: 3.23.2025

At RESense, we stand behind the quality of our products. If something with your order isn’t right, we’re here to help.


1. Scope of This Policy

This policy applies to all RESense orders purchased through our official online store. It covers issues related to damaged, defective, misprinted, incorrect, or lost products, as well as certain fulfillment errors.

2. Timeframe for Submitting Claims

To ensure we can properly review your request, all claims must be submitted within the following timeframes:

  • Damaged / Defective / Misprinted Items:
    Claims must be submitted within 30 days of receiving your order.

  • Lost in Transit:
    Claims must be submitted no later than 30 days after the estimated delivery date.

  • Fulfillment Errors:
    Claims related to incorrect items or missing items must be submitted within 30 days of delivery.

If an issue is reported outside these windows, we may be unable to offer a refund or replacement.

3. Qualifying Reasons for a Replacement or Refund

A claim may qualify if:

  • Your product arrives damaged, defective, or misprinted.

  • Your package is lost in transit.

  • You receive the wrong item(s) due to a fulfillment error.

  • Packaging or product defects clearly originated before delivery.

When submitting your claim, please include a photograph and a brief explanation of the issue so our team can review it promptly.

4. Conditions for Returned Products

In cases where a return is required:

  • Products must be unopened and in their original condition unless the issue pertains to damage or defect.

  • Partially used or opened items are not eligible for return unless the product arrived defective.

  • Returns must be approved prior to shipment back to RESense. Unauthorized returns may not be eligible for replacement or refund.

5. Non-Refundable & Non-Replaceable Situations

RESense cannot offer refunds, replacements, or credits in the following cases:

  • Wrong Address Provided:
    If the address supplied at checkout is incorrect or incomplete, and the shipment cannot be delivered, redelivery fees may apply.

  • Unclaimed Packages:
    If a shipment is unclaimed and returned to us, reshipping fees or additional charges may apply.

  • Buyer’s Remorse:
    We do not accept returns for personal preference changes. We encourage customers to contact us before purchasing if they need guidance.

  • Rejected by Customs:
    Shipments returned due to customs restrictions or unpaid import fees are not refundable.

  • Order Created but Not Yet Shipped:
    If you request cancellation after the order has been prepared for dispatch, we may be unable to cancel or refund it.

  • Discontinued or Out-of-Stock Products:
    If a product becomes unavailable, we offer store credits or alternatives but do not provide compensation for discontinued items tied to specific projects or promotions.

  • Undeliverable Addresses:
    If the carrier marks the address as unreachable (e.g., incorrect details, missing information), the customer is responsible for redelivery costs.

Please note: Attempting to cancel or return any order under the EU 14-day cooling-off period still requires acceptance of delivered goods. Refusal of a package is not considered valid cancellation and may result in loss of the right to a refund.

6. How to Submit a Claim

Email our support team at hello@tryresense.com with:

  1. Your full name and order number

  2. A clear description of the issue

  3. Photos of the product, packaging, and any damage (if applicable)

Our team will review your request and respond within a few business days.

7. Review & Approval Process

Once we receive your claim:

  1. We evaluate the information and determine whether the issue qualifies.

  2. If approved, we will notify you of the next steps.

  3. If a replacement is issued, it will be shipped within approximately 3 business days.

  4. If a refund is approved, it will be processed back to your original payment method or as store credit.

8. Replacement & Refund Guidelines

  • Replacements are issued for qualifying product issues and are shipped at no additional cost.

  • Refunds are typically issued to the original payment method.

  • If a refund is processed as a store credit, it will be available immediately once issued.

9. Credit vs. Cash Refunds

  • Standard refunds return to the original payment method when possible.

  • Some return scenarios may require issuing store credit instead (e.g., late claims, certain unclaimed package situations).

10. Late or Missing Refunds

If you haven’t received an approved refund:

  1. Check your bank or credit account again—processing times can vary.

  2. Contact your card issuer; refunds may take several business days to post.

  3. If more time has passed and you still do not see your refund, contact us at hello@tryresense.com for assistance.

12. Governing Language

This policy is written and interpreted in English. Any translations provided elsewhere are for convenience only and do not override the English version.