Refund policy
We want you to be completely satisfied with your Sencillo order. If something is not right, we will do our best to make it right. Please read the following policy carefully before initiating a return or exchange.
Return & Exchange Window You have 14 days from the date you receive your order to request a return or exchange. After this period, we are unable to accept returns or process exchanges.
Conditions for Return or Exchange To be eligible, items must meet all of the following conditions:
- Unworn and unwashed
- In original condition with all tags attached
- In original packaging
- Requested within 14 days of delivery
Non-Returnable Items The following items cannot be returned or exchanged:
- Items that have been worn, washed, or altered
- Items returned without original tags or packaging
- Items marked as final sale
How to Initiate a Return or Exchange To start a return or exchange, please fill out our return form [link to form]. We will respond with instructions within 2 business days.
Exchanges We offer free size exchanges within 14 days of delivery. If your size is not working out, we will send you a prepaid return shipping label and ship the correct size to you at no additional cost. If your requested size is unavailable, we will cover return shipping and issue a full refund instead.
Return Shipping Costs Return shipping costs depend on the reason for your return:
- Wrong size — we cover return shipping completely
- Defective or damaged item — we cover return shipping completely
- Incorrect item received — we cover return shipping completely
- Change of mind or personal preference — return shipping is at the customer's cost
Refunds Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank or payment provider may require additional time to post the refund. For change of mind returns, the refund covers the product cost only — original and return shipping costs are not refunded.
Defective or Incorrect Items If you received a defective, damaged, or incorrect item, please contact us at contact@sencilloonline.com within 48 hours of delivery. Include a photo of the issue and your order number. We will resolve it promptly at no cost to you.
EU Consumer Rights As a customer based in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order without giving any reason, in accordance with the EU Consumer Rights Directive. To exercise this right, please fill out our return form [link to form] before the 14-day period expires. Please note that for withdrawals based on personal preference, return shipping costs are the responsibility of the customer.
Contact Email: contact@sencilloonline.com