Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after date of invoice to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need proof of purchase. 

To start a return, you can contact us at accounts@sensorylogix.com.

All returns are for your account. We can send our courier to collect and the bill will be for your account as well. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at accounts@sensorylogix.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue. You have 7 days to notify us of any such failures. Any failures after this period will fall under the warranty period of the product and will be dealt with as such. The warranty period of the items will be stated on the invoice and product page of each product. The warranty starts on the date of the invoice issued. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like hygiene-related items (liquid level indicator), custom products (such as special orders or personalised items), consumables (fluroscein strips, etc.).  Please get in touch if you have questions or concerns about your specific item. Such items are often exempted from returns because they cannot be reused once opened or touched due to hygiene, safety and sterility regulations. However, items may still be returned if they are defective or faulty upon delivery. 

Unfortunately, we cannot accept returns on sale items or gift cards.

7 day cooling off period

Under the Electronic Communications and Transactions Act:

• For online or other electronic transactions (buying via website, electronic medium), you have up to a 7-day cooling-off right from delivery to cancel the purchase without penalty, provided you give notice and return the goods in the agreed condition as set out above.

• We will refund you within 10 working days to the same card/bank account that the purchase was made from. Alternatively, you can opt to keep the credit on your account for future purchases.
  

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, or alternatively you can opt to keep the credit on your account towards your next purchase. 

Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at accounts@sensorylogix.com.