Product Returns and Exchanges

Last updated: April 6, 2026

We want every Sensei purchase to be a success for you. That is why we recommend carefully inspecting the product upon receipt.
Please note: returns are only possible for new, unused products that have not been unpacked or put into operation.

Product Exchange Terms

You may exchange a product for a similar one within 14 days of receipt, provided the following conditions are met:
  • the product has not been used;
  • the packaging has not been opened or damaged;
  • the full set of components is intact;
  • there are no traces of installation or connection;
  • all seals, stickers, and factory markings are intact.

Important to Know

We are unable to accept equipment in cases where:
  • the product has been unpacked;
  • the equipment has been connected or installed;
  • there are traces of use or installation;
  • the packaging is damaged or components are missing.
This is because technical equipment, once unpacked and used, loses its original marketable condition and cannot be resold as new.

If the Product Is Defective

If you received a product with damage or a manufacturing defect:

be sure to document it upon receipt (at the post office or with the courier);

contact our support service;

the product is then sent for service diagnostics to confirm the factory defect;

after confirmation, we will offer an equipment exchange or another solution in accordance with the warranty terms.

How to Arrange a Return

  1. Contact us via the contact details on the website.

  2. Provide your order number and the reason for your request.

  3. A manager will agree on all the details with you and provide the Service Center's shipping information.

  4. Send the product in its original condition and complete packaging.

Delivery and Exchange

  • The cost of delivery to our warehouse when returning a product (after confirmation of a factory defect) is paid by the buyer.
  • Exchange for a similar product is carried out after inspection within 14 business days.