Refund policy
Returns & Refunds Policy
At Senovu, we craft every product with care and intention, using gentle Australian botanicals to support your skin’s natural calm and radiance. Your satisfaction is important to us, and we’re here to make things right if something isn’t quite perfect.
Change of Mind Returns We accept returns for change of mind within 30 days of delivery, provided the item meets these conditions:
- Unused, unopened, and in its original condition (seals intact).
- Returned in original packaging with all components.
For hygiene and safety reasons, we cannot accept returns or exchanges on opened or used skincare products (including lotions, oils, mists, polishes, etc.) unless they are faulty or damaged.
Return shipping costs for change-of-mind returns are the customer’s responsibility.
Faulty, Damaged, or Incorrect Items If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can resolve it quickly.
To help us assist you, please provide:
- Your order number
- A brief description of the issue
- Clear photos of the product and packaging
Once reviewed, we’ll offer a replacement (where available) or full refund, including reasonable return shipping costs if applicable. This aligns with your rights under Australian Consumer Law.
Non-Returnable Items The following cannot be returned (except if faulty/damaged):
- Opened or used skincare products (due to hygiene and safety).
- Items not in original condition or missing components.
- Sale items or gift cards.
Exchanges The quickest way to get what you need is to return the original item (once approved) and place a new order for the desired product.
Refunds We’ll notify you once we’ve received and inspected your return or confirmed the issue. If approved, refunds are processed to your original payment method within 5–7 business days. Please allow additional time (up to 10 business days) for your bank or card provider to post the credit.
If more than 15 business days have passed since approval without a refund appearing, contact us at senovuskincareinfo@gmail.com.
How to Start a Return Email us at senovuskincareinfo@gmail.com with your order details and a brief explanation. We’ll guide you through the steps, including any return label or instructions. Returns sent without prior approval may not be accepted.
Our Promise Skincare should feel supportive and stress-free. We stand by our products and your experience. If anything feels off, reach out—we’re always happy to help.
This policy complements your rights under Australian Consumer Law and does not limit them.
Email: senovuskincareinfo@gmail.com