Refunds and Returns Policy
Updated: 11/26/2025
Sensual Signature Marketplace
This policy explains how refunds, returns, and disputes are handled for all orders placed through the Sensual Signature Marketplace.
All Sales Are Final
Due to the personal and hygienic nature of our products, all sales are final.
We do not accept returns and we do not offer exchanges.
Damaged or Defective Items
If your order arrives with physical damage to the product itself, contact us within seven days of delivery.
Please include:
- Clear photos of the item
- Photos of the packaging
- Your order number
After review, we will replace the damaged item if the issue is confirmed to have occurred before delivery.
Damage caused during delivery transit is handled on a case-by-case basis, and we may request additional documentation.
Wrong Item Received
If we accidentally send the wrong product, contact us within seven days.
We will ship the correct item at no charge.
Packages Marked Delivered But Not Received
If a package is marked delivered but cannot be found:
- Check with neighbors
- Check with apartment/condo building staff
- Check around your property
- Contact your local post office or carrier directly & file a missing package investigation.
Once a package has been scanned as delivered, the carrier assumes full responsibility.
We do not replace or refund items that the carrier marks as delivered.
Lost, Delayed, or Stolen Packages
Once your package has been handed to the carrier, responsibility transfers to the carrier.
We do not provide refunds or replacements for:
- Lost packages
- Delayed packages
- Stolen packages
- Packages mishandled by the carrier
Customers must file claims directly with the shipping carrier for any delivery issues.
Order Cancellations
Orders cannot be canceled once they enter processing.
If you need assistance, contact us immediately and we will help if possible.
Refund Eligibility
Refunds are only issued if:
- We sent the wrong item
- You received a verified defective item before delivery
- We made an internal processing error that we confirm
Refunds are not provided for any delivery-related issues or for any reason caused by the shipping carrier.
Disputes and Chargebacks
We encourage customers to contact us directly before filing a dispute. Most concerns can be resolved quickly.
If a chargeback is submitted:
- We fully dispute and contest all chargebacks
- We provide complete evidence including tracking, delivery confirmation, communication history, and transaction records
- Carrier delivery scans serve as proof of delivery
- Banks frequently deny chargebacks when documentation supports the merchant
Submitting a dispute for an issue caused by the carrier does not guarantee a refund. The carrier, not the merchant, is responsible for delivery outcomes.
Additional Policy on Disputes and Chargebacks
If a dispute or chargeback is filed without contacting us first to resolve the issue, we reserve the right to permanently block the customer from making future purchases on the Sensual Signature Marketplace regardless of the dispute outcome.
Because we operate a network of affiliated brands and storefronts, we may also remove the customer from all related businesses and restrict purchasing across our entire network. Repeated or abusive chargebacks may result in the customer’s information being flagged internally to prevent future transactions for the protection of our company.
Contact Us
For issues related to damaged items or incorrect orders, contact us at:
contact@sensualsignature.com
Include your order number and photos if applicable.