Returns

Changed your mind?

We really hope you liked your Senelux product, however we understand sometimes things do not work out for you and you want your money returned. We offer our customers 14 days from the date of delivery to request a refund and kindly ask that the product is in a resalable condition. Once 14 days from the date of delivery has passed, we cannot accept unwanted returns. 

By resalable condition we mean: 

• you have kept all the original packaging in good condition and the product can be resold
• you have not damaged, marked or made the product dirty

Orders returned in a resalable condition will be refunded in full. Where products are not in a resalable condition a deduction will be made from the refund to reflect the fact that it cannot be resold or needs to be checked and reboxed.

If orders are returned outside of our returns period or if you don't have proof of purchase, we're unable to process a refund. 

We are only able to refund customers who purchased their product directly through www.senelux.co.uk If you purchased your product through one of our resellers, contact them directly and they will be able to help you further.

Unfortunately for health and safety reasons we are unable to offer refunds on HEPA filters and hoses if the plastic bag surrounding the filter/hose has been opened.

Product not working as you expected?

If your product is not working as you expected it to and you would like some aftersales support or an exchange, please visit our After-Sales Help page for further information.

How do I go about returning my product?

If you wish to return your product, it is important to keep hold of your proof of postage in case anything happens to your parcel on its way to us. Please note we cannot reimburse you for the courier/postage charge should you choose to return your product of your own accord.

Please email info@senelux.co.uk and your return will be processed by our customer service team.

How shall I package my product?

All products (excluding spare parts) must be returned in their original box and packaging. This is to avoid any damage in transit and to make sure the product is returned to us as it was delivered to you. If products are not returned in their original box and packaging, they will be subject to damage in transit resulting in a partial refund.

How long will it take for the refund to appear in my bank account?

We understand that it can be frustrating waiting for a refund and therefore will try our best to refund you as quickly as possible. We estimate it will take between 5-7 working days for the money to appear in your bank account from the day your product is sent. This gives us time to receive your return from the courier and process your refund. During busy periods there may be slight delays.