At SENTIENT, our goal is to ensure that you are happy and satisfied with your purchase. If you need to make an exchange or return, we are here to assist you. SENTIENT accepts returns and exchanges for all products within 14 calendar days of receiving your order.
PLEASE NOTE:
- Returns & exchanges are only accepted for domestic orders (within Mexico).
- International orders and products purchased at a discount are considered final sale and are not eligible for returns or exchanges.
Important Return & Exchange Guidelines applicable only for domestic orders (within Mexico) and full price items
- Exchanges Only: At this time, SENTIENT only accepts returns for the purpose of exchanging products. We are unable to provide refunds unless the order was cancelled before being processed. Please see our Orders & Shipping Policy.
- Condition Requirements:
- Product(s) must be in perfect condition: unused, unwashed, and undamaged.
- Original tags and labels must remain attached in the same manner as they were received.
- If returning multiple items, each piece must be individually packed in the same way as the original order.
- All components of the original package, including dustbags and any additional items, must be included. Incomplete returns cannot be processed.
How to Initiate an Exchange
- Contact Us:
Send an email to hello@sentientthebrand.com with your order number, the reason for the exchange, the item you would like to receive in exchange. Please note that you may only exchange for an item of the same or similar category and price. - Prepare the Package:
Use the original packaging to securely pack the product(s) being returned. - Ship the Return:
Once your return is approved by our team, ship the package and provide us with the following details via email: 1) your full name; 2) order number; 3) email address; 4) shipping company; 4) tracking number. Please note that the customer is responsible for generating, and paying the shipping label and sending the product for an authorized exchange. - Exchange Processing:
After receiving the returned product(s), our team will verify that the item(s) meets the condition requirements. Once approved, we will ship the exchanged product(s) within 10 business days.
