Refund policy
Last updated: 5 September 2026
This Refund and Cancellation Policy applies to all orders placed with SENOVIA LTD ("we", "us", "our") at senovia.online. We comply fully with the consumer protection laws of the European Union and United Kingdom.
OUR PROMISE
Your satisfaction is our priority. If anything is wrong with your order, contact us at business@senovia.online and we will make it right — in most cases with a free replacement or a full refund, and without asking you to return the item.
DAMAGED, DEFECTIVE, INCORRECT, OR LOST ITEMS
If your item arrives damaged, defective, or incorrect, or if your order does not arrive, please contact us at business@senovia.online within 30 days of the delivery date (or expected delivery date) with your order number and, where relevant, a photo or short video of the issue. Once confirmed, we will send a free replacement or issue a full refund at no cost to you. You will not be asked to return the item.
RIGHT OF WITHDRAWAL (EU/UK customers)
If you are a consumer located in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. Where your order consists of multiple items delivered separately, the withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the last item.
If the last day of this 14-day period falls on a Saturday, Sunday, or a public holiday, the period is automatically extended to the next working day.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement (for example, an email sent to business@senovia.online) before the withdrawal period expires.
EFFECTS OF WITHDRAWAL
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and in any event within 14 days from the day we are informed of your decision. We will use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. No restocking fee will be deducted from your refund.
For most items, we will not ask you to ship the product back — once your withdrawal is confirmed, we will process your refund directly. In the event that we do request a return for a particular item, we will tell you the return address at that time; you would bear the direct cost of returning those goods, and you are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
ORDER CANCELLATION BEFORE DISPATCH
In addition to your right of withdrawal above, you may cancel your order free of charge at any time before your order has been marked as fulfilled (i.e. handed over to our shipping carrier). To cancel before dispatch, please contact us immediately at business@senovia.online with your order number. Once an order has been marked as fulfilled, it can no longer be cancelled — however, you retain your full 14-day right of withdrawal described above.
NON-REFUNDABLE ITEMS
Certain items may be exempt from the right of withdrawal where permitted by applicable law. Any such exemption will be clearly stated on the relevant product page.
CONTACT
SENOVIA LTD, company number 17391166, registered office at Suite 11094, 5 Brayford Square, London, United Kingdom, E1 0SG. For any questions about this policy, please contact us at business@senovia.online.