Returns & refunds policy

Last updated: 24 July 2026

At Sena Body, we want you to feel confident when shopping with us. This policy explains when returns and refunds are accepted, how to request them, and how refunds are processed.

1. 60-Day Returns Policy

You may request a return or refund within 60 days of delivery, provided the item meets the conditions outlined below.

Returned items must be:

• Unused and unworn
• In the same condition as received
• Returned with original packaging, accessories, and documentation

We do not charge any restocking fees.

2. Returns & Refund Eligibility

Change of Mind

Return requests must be made within 60 days of delivery.
The item must be unused, in original condition, and returned with original packaging.
Return shipping costs are the responsibility of the customer.
Shipping costs are non-refundable.
After inspection, a refund will be issued within 10 business days.

Wrong Product Received

Return requests must be made within 60 days of delivery.
A wrong product refers to a different model, type, or colour than ordered.
We will cover the full return shipping cost in this case.
Minor differences due to lighting, photography, or manufacturing batches are not considered incorrect items.
After inspection, a refund or replacement will be issued within 10 business days.

Damaged in Transit

Damage must be reported within 7 days of delivery.
Clear photos of the item and packaging are required.
We will cover the full return shipping cost in this case.
After inspection, a replacement or refund will be issued within 10 business days.

Faulty Item (Manufacturing Defect)

Return requests must be made within 60 days of delivery (see also our 2-year warranty below).
Clear photos or videos showing the fault are required.
We will cover the full return shipping cost in this case.
After inspection, a replacement or refund will be issued within 10 business days.

Item Never Arrived

Claims must be submitted no later than 14 business days after the expected delivery date.
No return is needed in this case.
We will investigate the issue with the courier.
Once confirmed as lost, you may choose between a free replacement or a full refund.

Order Cancellation

If you wish to cancel an order, email us as soon as possible. If it has not yet been dispatched, we will cancel and refund it in full. Once delivered, you may return it under this policy or your statutory cancellation right (see section 8 below).

3. How to Request a Return or Refund

To request a return or refund, email support@senabody.com with:

Your order number
Reason for the request
Photos or videos (if applicable)

Our support team will review your request and provide return instructions if eligible. Please do not send anything back before contacting us.

All returns must be sent using a trackable shipping service.

4. Refund Processing

Once your return is received and inspected (or, for items that never arrived, once the courier investigation confirms the loss), refunds are processed within 10 business days.

Refunds are issued to the original payment method.

5. Non-Returnable Items

The following items are not eligible for return:

• Custom-made or personalised items
• Products sealed for hygiene or safety reasons, once opened
• Gift cards

Any non-returnable item will be clearly identified on the product page where applicable.

6. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase for a refund, following the returns process in this policy, and place a new order.

7. 2-Year Warranty

All Sena Body products are covered by a 2-year warranty against manufacturing defects, valid from the date of delivery. If a product develops a fault due to faulty materials or workmanship within this period, email support@senabody.com with your order number and a description of the issue, and we will arrange a repair, replacement, or refund. This warranty does not cover damage caused by accident, misuse, unauthorised modification, or normal wear and tear, and is in addition to your statutory rights.

8. Your Statutory Rights (UK)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, by emailing support@senabody.com. Under this right you may inspect and handle an item as you reasonably would in a shop; we may only reduce a refund to reflect any diminished value from handling beyond that. If you prefer, you may use the model cancellation form below, though you are not required to:

To Ortevia Group Ltd T/A Sena Body, The Wenta Business Centre, Colne Way, Watford, WD24 7ND, United Kingdom (support@senabody.com):
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:

Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015.

9. Contact Information

Business Name: Ortevia Group Ltd T/A Sena Body
Business Registration No: 17301253
Address: The Wenta Business Centre, Colne Way, Watford, WD24 7ND, United Kingdom
Email: support@senabody.com
Phone: +441923937058
Opening hours: Monday to Friday, 08:00-18:00 (GMT)
Response time: Within 24-48 hours