Overview
At Sense Solutions, we strive to ensure your complete satisfaction with every purchase. If you are not satisfied with a product, we offer returns and exchanges in accordance with this policy.
Please read this policy carefully before making a return. If you have any questions, please contact our support team.
Return Eligibility
To be eligible for a return, items must meet the following criteria:
- Be within the applicable return window (see timeframes below)
- Be in their original packaging with all accessories and documentation
- Be in resalable condition (unless defective)
- Include proof of purchase (order confirmation or invoice)
- Have a valid Return Merchandise Authorization (RMA) number
Return Timeframes
Return windows vary by product type:
| Product Type | Return Window |
|---|---|
| New Hardware (unopened) | 30 days from delivery |
| New Hardware (opened) | 15 days from delivery |
| Pre-owned/Refurbished | 14 days from delivery |
| Accessories | 30 days from delivery |
| Defective Products | Within warranty period |
Enterprise customers may have different terms as specified in their service agreement.
Product Condition
Returned products must be:
- In original, undamaged packaging (if opened, packaging must be intact)
- Complete with all original accessories, manuals, and cables
- Free of any personal data (factory reset required for devices)
- Free of any physical damage, scratches, or wear not present at delivery
- Without any activation locks or iCloud/MDM locks enabled
Items returned in unsatisfactory condition may be subject to restocking fees or may be rejected.
Return Process
To initiate a return:
- Request an RMA: Log into your account or contact our support team to request a Return Merchandise Authorization (RMA) number.
- Prepare the Package: Securely pack the item in its original packaging. Include all accessories and documentation.
- Label the Package: Clearly write the RMA number on the outside of the package.
- Ship the Return: Use a trackable shipping method and retain your tracking number. Returns are at the customer's expense unless the product is defective.
- Receive Confirmation: Once we receive and inspect the return, we will process your refund or exchange.
Do not return products without an RMA number. Unauthorized returns may be refused or delayed.
Refunds
Refunds will be processed within 5-10 business days of receiving and inspecting the returned item. Refunds will be issued to the original payment method.
- Credit card refunds may take 5-10 additional business days to appear
- Original shipping costs are non-refundable (unless the return is due to our error)
- Partial refunds may be issued for items returned in less than original condition
Exchanges
We offer exchanges for items of equal or greater value. To request an exchange:
- Indicate your preference for exchange (rather than refund) when requesting an RMA
- Specify the replacement item you would like
- Pay any difference in price if exchanging for a higher-value item
Exchanges are subject to product availability. If the desired item is not available, we will issue a refund.
Non-Returnable Items
The following items cannot be returned:
- Custom-configured or special-order items
- Software licenses or subscriptions (once activated)
- Items with removed serial numbers or tamper-evident seals
- Items purchased more than 30 days ago (unless defective)
- Items purchased from third-party sellers through our marketplace
- Gift cards
Defective Products
If you receive a defective product, please contact us immediately. We will:
- Provide a prepaid shipping label for the return
- Ship a replacement as soon as the defect is confirmed
- Issue a full refund if a replacement is not available
For products covered by manufacturer warranty, we may direct you to the manufacturer for warranty service.
Restocking Fees
Restocking fees may apply in certain circumstances:
| Condition | Restocking Fee |
|---|---|
| Unopened, original packaging | No fee |
| Opened, like-new condition | Up to 15% |
| Missing accessories/packaging | Up to 25% |
| Signs of use/wear | Up to 50% |
No restocking fee applies if the return is due to our error or a defective product.
Contact Us
For questions about returns or to initiate a return, please contact us:
- Email: support@sensesolutions.ai
- Phone: Contact your account manager or call our support line
- Portal: Log into your account to request an RMA online
- Mail: Sense Solutions Corp., Attn: Returns
140 Littleton Rd, Suite 305
Parsippany, NJ 07054
For shipping-related questions, please see our Shipping Policy.