Refunds, Returns & Exchanges Policy
Last updated: 11 May, 2023
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1. Undelivered Shipment – Claim Procedure
In the event of a significant delivery delay, we are obligated to file a formal claim or initiate a parcel search with the respective courier (e.g. GLS, DPD, UPS, FedEx, USPS, Australia Post, Canada Post, Swiss Post, Parcel Force).
Claim processing times:
• Government postal services: up to 60 days
• Private carriers: up to 30 days
During this time, the funds remain in escrow and can only be refunded if the carrier confirms the parcel was not delivered, even after the claim process concludes.
Please note: The buyer must wait for the outcome of the claim before any refund can be issued. We sincerely apologize for any inconvenience caused by delivery delays. International logistics can occasionally face challenges, but both we and our carriers always strive to ensure smooth delivery.
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2. Returns (Non-Personalized Items Only)
You may return non-personalized goods within 14 days of delivery via any shipping company (state or private).
Buyers are responsible for:
• Return shipping costs
• Proper packaging – Items must be returned in original condition, securely packed using protective materials such as polystyrene, just as they were originally shipped.
We strongly recommend insuring all return parcels. Returned items are fragile, and if they arrive damaged, we cannot issue a refund.
In such cases, the product becomes unsellable and is no longer considered to be returned in its original state. Therefore, the buyer (sender) must initiate a damage claim with their chosen carrier, who is responsible for compensation in the event of transport damage — not the seller.
If a return parcel arrives damaged:
• We will provide photographic evidence
• You must resolve the situation directly with your courier
• The seller is not liable for damage incurred during return shipping
When returning an item:
• Contact us beforehand
• Send the tracking number and a tracking link for monitoring the return shipment
Return Address:
SentopEU, s.r.o.
Zochova 1117/97
026 01 Dolný Kubín
SLOVAKIA
+421 948 838 999
support@sentop.sk
Returning goods from countries outside the European Union:
If you are returning goods from a country that is not a member of the European Union (e.g., the United Kingdom, Switzerland, the United States, Canada, etc.), special attention must be paid to the correct completion of customs documents.
The shipment must be marked, for example, as a "gift" or similar, so that no additional customs duties are incurred upon delivery. If the shipment is sent with additional customs or other duties, it cannot be accepted. All such costs are borne by the sender (customer).
Before shipping, we recommend that you consult the conditions with the customs authorities or declarant in your country and ensure that the shipment contains the correct customs documents.
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3. Personalized Items – No Returns
Personalized products are made-to-order and customized according to your instructions. For this reason, they cannot be returned or exchanged unless they arrive:
• Damaged, or
• With a clear manufacturing defect
Please double-check all personalization details (names, dates, colors, design, etc.) before placing your order.
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4. Filing a Damage Claim (Instructions)
This information is also included in printed form with your order.
Important note:
All required documents and photographic evidence must be submitted no later than 3 business days from the date of delivery. Claims submitted after this period cannot be accepted, as it is no longer possible to verify that the damage occurred during transport or to file a claim with the carrier.
To initiate a damage claim:
• Keep all original packaging
• Ensure a Damage Report is filled out by the courier upon delivery
(If this is not done immediately, please contact the courier as soon as possible to report the damage additionally.)
Send the following documents to: support@sentop.sk
Required:
• Damage report (filled out with the courier)
• Multiple photos:
• Entire product
• Damaged area(s)
• Packaging material
• Shipping label
• Completed complaint form (sent via email along with your shipping confirmation)
• Indicate whether the parcel was delivered in person or dropped off
Once we receive all documentation, your complaint will be handled according to the courier’s procedure, within 30 calendar days.
If approved, we will either:
• Ship a replacement product at no cost, or
• Refund the full order amount, including postage – based on mutual agreement.
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5. Damage at Delivery – Important Conditions
Recipients must inspect the exterior of the package upon delivery. You are not required to open it in front of the courier, but:
• If the package is visibly damaged, items are missing, or internal damage is evident:
• Report it immediately to the courier
• Request a Damage Report
• Or refuse the delivery
Accepting a parcel without a damage report implies that the shipment was received in acceptable condition.
Claims made after accepting a visibly damaged parcel without a report may not be accepted.
If the parcel was left in your absence and appears damaged, please contact us on the same day of delivery.
Handling a damaged item is only allowed according to our written instructions. Please retain the entire shipment and packaging until the claim is fully resolved.
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6. Important Information Regarding Order Delivery via Etsy
Even if you provide your phone number when placing an order, Etsy does not provide phone numbers to sellers due to buyer privacy protection policies, and we are therefore unable to share this information with carriers. For this reason, delivery may sometimes be more complicated.
It is therefore very important that you regularly check your email inbox, where all important information regarding your order will be sent:
• from Etsy,
• from us at Sentop,
• from the carriers (GLS, DPD, FedEx, UPS, or the national postal service).
This information is provided to ensure smooth delivery of your order.
These matters are governed by Etsy’s policies, and the seller is bound by these rules.
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7. Delivery to Non-EU Countries (Incoterms® 2020 – DAP)
For orders delivered to countries outside the European Union, the goods are shipped in accordance with Incoterms® 2020 – DAP (Delivered At Place). The Seller is responsible for the production, packaging, and transportation of the goods to the specified delivery address in the destination country.
Any customs duties, import taxes, import VAT, and any other fees arising from customs clearance or import regulations of the destination country shall be borne by the Buyer. These charges are not included in the product price or shipping costs.
The Seller shall not be held responsible for any delays caused by customs clearance procedures or for decisions made by customs authorities in the destination country. If the Buyer refuses to pay the required customs or import charges, the shipment may be returned or held, and any costs incurred in connection therewith shall be borne by the Buyer.
If the Buyer accepts delivery of the goods without paying the mandatory customs, tax, or other import-related charges, the carrier or the Seller shall be entitled to claim and recover such charges from the Buyer retroactively. The Buyer is obliged to settle such duly claimed charges in full.
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Last updated: 11 May, 2023
