Refund & Return Policy

At Senses Hub we want every customer to be fully satisfied with their purchase. If something is not right, we will do our best to make it right. Please read this policy before initiating a return.

1. Return Window

You may return most items within 14 calendar days of the delivery date. To be eligible for a return, you must notify us within this window by contacting us at sales@senseshub.vision or via WhatsApp with your order number and the reason for return.

2. Condition of Returned Items

To qualify for a return, items must be:

• In their original condition — unused, undamaged, and unmodified
• In the original packaging with all included accessories, manuals, and documentation
• Accompanied by proof of purchase (order confirmation email or receipt)

Items that show signs of use, physical damage caused by the customer, or that are missing original parts may be subject to a partial refund or may not be accepted for return.

3. Non-Returnable Items

The following items cannot be returned unless they arrive defective or damaged:

• Items that have been customised or personalised to your specification
• Hygiene-sensitive products that have been opened (e.g. certain hearing aid accessories)
• Digital products or software licences once activated or downloaded
• Items purchased during a clearance or final sale event (clearly marked at the time of purchase)

4. Defective or Damaged Items

If your item arrives defective, damaged in transit, or is the wrong item, please contact us within 48 hours of delivery with clear photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.

5. Return Shipping

• Defective / wrong item: Senses Hub covers all return shipping costs
• Change of mind / other returns: the customer is responsible for return shipping costs. We recommend using a trackable courier service, as we cannot be held responsible for items lost in return transit

Returns should be sent to our Nairobi office. We will provide the exact return address when your return request is approved.

6. Refund Process

Once we receive and inspect your return, we will notify you of the outcome within 3 business days. If approved:

• M-Pesa refunds: processed within 3–5 business days to the original M-Pesa number
• Card refunds: processed within 5–10 business days, depending on your bank or card issuer
• Store credit: issued within 1 business day if you prefer this option

Original shipping fees are non-refundable except in cases of defective or incorrect items.

7. Exchanges

We offer exchanges for items of equal or lesser value. If the replacement item is of higher value, you will be invoiced for the difference. Contact us to arrange an exchange and we will guide you through the process.

8. Warranty Claims

Many of our products carry a manufacturer's warranty. Warranty periods and coverage vary by product and brand. For warranty claims beyond our 14-day return window, please contact us and we will assist you in liaising with the manufacturer. See our Warranty Policy for details.

9. How to Start a Return

1. Email sales@senseshub.vision or WhatsApp us with your order number and reason for return
2. We will respond within 1 business day with a return authorisation and instructions
3. Pack the item securely and ship it to the address provided
4. Once received and inspected, your refund or exchange will be processed