Should you need any assistance at all throughout the purchasing process, please reach out to us for advice at hello@sensu.co.nz, we’d be more than happy to help!

Returns Policy

Sensu loves supplying New Zealanders with a great range of quality sexual wellness devices, natural lubes and delectable, delicious items that delight the senses. We have hand-picked all our products to ensure the best experience possible however in case the item is faulty we will look to rectify the issue.

Please take the time to read and ensure you understand our Returns Policy before making your purchase. Concerns you may have can always be addressed in an email to us prior to purchase hello@sensu.co.nz

All our items are factory sealed to ensure hygiene & freshness of the products prior to shipping.

And to ensure the utmost safety of our electrical devices we have certified these items through a third party New Zealand registered tester of electrical goods and an SDoC (Supplier Declaration of Conformity) for New Zealand & Australia is available upon request that complies with the device standards.

Why are Supplier Declarations of Conformity (SDoC) important? | Electrical Workers Registration Board (ewrb.govt.nz)

For health and safety reasons we are unable to refund or replace due to a change of mind, even if you have not used the goods, so please choose carefully.

Our warranty policy covers electronic devices for up to one year from the date of original purchase.

It covers faults and defects that occur due to manufacturing failure. Please note that damage or faults that occur as a result of misuse, tampering, accident, or general wear and tear, are not covered by our warranty policy due to the nature of these items and Health and Safety precautions. Should you have a concern, please reach out to us to discuss a resolution.

To return a product to us, please send us an email to hello@sensu.co.nz with your request and we will send you instructions. 

Please note that we do not offer exchanges.

In order for the returns to be accepted by us, the item(s) must comply with the following:

• be returned in the original undamaged packaging/box (where applicable).
• not be damaged or soiled.
• not be tampered with or altered in any way.

Please ensure the following information is included with your return:
Please print the order or invoice number on the outside of the packaging for prompt attention and enclose a printed email return authorisation from us in the box.

Shipping for returned goods is at the customer’s expense.

Customer Care & Contact

If you need to contact our customer service team, please email on hello@sensu.co.nz.

We aim to respond within 24 hours from Monday-Friday (excluding Public Holidays).