Politique de remboursement

Last Updated: February 2026

At PER SENSE, we strive to ensure that every item you receive has been meticulously inspected, is in brand-new condition, and arrives in pristine brand packaging.

1. Natural Imperfections Disclaimer

Please note that we cherish the uniqueness of each product. All our items are produced in small batches, carrying the artisanal warmth and unique character of handmade craftsmanship.

The following characteristics are inherent to the natural materials and crafting process and are not considered quality defects. Returns requested due to these reasons will not be treated as "damaged/defective" claims, and customers will be responsible for return shipping costs:

  • Natural Ox Horn: Our horn combs are crafted from ethically sourced, 100% genuine ox horn. Due to manual polishing, slight artisanal marks, subtle edges, or variations in texture are normal evidence of hand-crafting. Additionally, the natural amber, black, or white patterns are unique to each horn and will vary from piece to piece.
  • Crystal & Jade: Our massage tools are cut from natural stone. Internal ice cracks, cotton-like inclusions, mineral spots, or color variations are gifts from nature and serve as the stone’s "identity fingerprint"—they are absolutely not cracks or flaws.
  • Natural Jute: The slight frizz and irregular texture on the surface of jute fibers reflect the raw vitality of the plant. Since we abstain from chemical dyeing, color variations or plant impurities found at weaving joints are normal.
  • Beechwood Brush: Each brush possesses a unique wood grain. Variations in lacquer uniformity, tiny air bubbles, and bristle alignment are evidence of hand-crafting. Please note: The small hole found on the cushion is an "Air Cushion Hole" designed for ventilation and resilience. It is NOT a missing bristle or a defect.

2. Return Timeline & Service Scope 

We currently only ship to and accept returns from the following regions: United States, Australia, United Kingdom, and Singapore.

  • No Exchange Service: Due to complex international logistics, we are currently unable to offer direct exchanges. If you wish to change an item, please return the original item for a refund and place a new order.
  • 14-Day Return Window: We accept return applications for brand-new, unused items within 14 days of the delivery date.
  • Application Process: To initiate a return, please contact us at [official@persense.com] with your Order Number. We will provide you with the specific return address and instructions.

3. Condition & Hygiene Standards 

For hygienic reasons and to ensure items remain in resalable condition, we enforce strict acceptance standards:

  • Mint Condition: We only accept returns in the exact condition you received them. Items must be unused, unopened, and in perfect resalable condition.
  • Complete Packaging: Returns must include all original packaging (boxes, dust bags), accessories, and gifts.
  • Tags & Seals: All tags, hygiene seals, protective films, and paper inserts must be intact.
  • Refusal of Return: We are unable to offer refunds for items determined to be damaged (including broken hygiene seals, removed tags, stains, scratches, wear and tear, or residual scents), or items missing original packaging/accessories. Non-compliant items will be returned to you at your expense.

4. Damages & Defects Claims 

If you receive a defective item or an item damaged in transit, you must contact us via email within 48 hours of delivery.

  • Required Evidence (Video Mandatory): To process your claim, you must provide a clear, unedited unboxing video showing the package condition and the damage. Static photos alone may not be sufficient.
  • Anti-Fraud Policy: We reserve the right to reject any claims where the evidence (photos or videos) is suspected to be digitally altered, AI-generated, or manipulated.
  • Time Limit: We will be unable to process claims or hold logistics carriers accountable for transport damage or visual defects reported after 48 hours.

5. Mandatory Return Shipping Methods 

To ensure a smooth and secure return process back to our facility, please adhere to the following carrier guidelines:

  • United States, United Kingdom, Australia, Singapore:

We strongly recommend using DHL Express, FedEx, or your local postal service with International Tracking (e.g., USPS Priority International, Royal Mail Tracked, AusPost International).

  • Tracking Required: You must provide us with a valid tracking number immediately after shipping. We are not responsible for returns lost in transit without a tracking number.

(Note: Unless the item is confirmed defective by our team, the customer is responsible for arranging and paying for return shipping.)

6. Fees & Refund Calculations 

Customers are responsible for the cost of returning items to us.

  • Deductions: We will refund the full product price, minus the following deductions:
    • Return shipping fees (if a pre-paid label was provided by us).
    • Original Shipping Adjustment: If your order originally qualified for Free Shipping (Orders over 150USD),andyourreturnbringstheremainingtotalbelowthe150 threshold, the original standard shipping fee (e.g., 12−15) may be deducted from your refund.
    • Any import duties or taxes paid by us on your behalf (if applicable).
  • Cancellation: If an order is cancelled after it has been shipped, all incurred shipping and customs fees will be deducted.
  • Bundle Returns: If you return only part of a bundle/set, the items you keep will be recalculated at their original full retail price, and the bundle discount will be voided.
    • Formula: Refund Amount = Total Paid - Full Retail Price of Kept Items.
  • Customs Duties: If the return generates customs duties upon entry into China due to improper declaration by the customer, this amount will be deducted from the refund.

7. Liability 

The customer assumes responsibility for the safety of the items until the return package is scanned into our warehouse.

  • If you choose to use your own shipping method, we strongly suggest purchasing shipping insurance.
  • We are not responsible for packages lost or damaged during the return transit.

8. Processing Time 

Please note that all orders and returns are processed at our facility in Shenzhen, China.

  • Transit Time: International returns sent back to Shenzhen typically take 10-20 business days depending on the carrier and customs clearance.
  • Refund Processing: Once we receive and inspect your return, please allow up to 10 business days for your refund to be processed.
  • Confirmation: You will receive a confirmation email once the refund is issued. Funds will be returned to your original payment method. Please note that your bank may take additional time to post the credit to your account.

9. Other Important Terms 

  • Modifications & Cancellations: Once an order is placed, we cannot guarantee cancellation or modification. Once shipped, orders cannot be intercepted. We recommend following the return process after delivery.
  • Pre-order Items: Shipping dates are estimates and may change due to production factors. We will notify you of any changes.
  • Final Sale: Items marked "Final Sale" are sold at a special price and are not eligible for return, exchange, or refund.

For any questions, please contact our support team at [official@per-sense.com]. We will respond within 2-3 business days.