Returns & Refunds
We want you to have a pleasant shopping experience with M&SENSE. If you are not satisfied with your purchase, we're here to help. Please see our return policy for more details:
Step 1.
Initiate a return or exchange by sending an email that includes your Order Number, Product Name, Reasons to Return to
support@m-sense.com. Then please wait for our customer service team to reply to you with the return instructions (within 1 business day).
Step 2.
Follow the return instructions to send the product back in the next 7 days, then share the shipment tracking information with us.
Step 3.
It's that simple! Once we've received your returned package, we'll take care of the rest and process your refund as soon as possible - Upon the package's arrival at our warehouse, we will check the item(s) within 5 business days. After that, it takes 1 additional business day for us to process the refund. And you will receive a notification email once the refund is processed.
Return & Refund FAQ
Q: How long is the return window?
A: Except for any products designated on the site as non-returnable, we will accept returns in their original condition within 60 days of delivery.
*The 60-day return window counts from the date of your last item's delivery to the first time you initiate a return request (marked as Step 1 above). So you don't need to worry when you initiate a request on the 60th day and our customer service team hasn't replied to you yet.
Q: What products are non-returnable?
A: These four kinds of product are not returnable:
1)Items over 60-day return window limit
2)Items used, soiled or altered
3)Items marked as Clearance Sale unless it is a faulty product
4)Original shipping charges
Q: Who will cover the return shipping fee?
A: Currently, we are unable to provide a free return service, so the cost of return shipping must be covered by you. However, if the return is due to receiving the wrong products, a faulty product or a delay beyond the website's promised time frame, we will cover the return cost by sending you a pre-paid return label. There is no restocking fee.
Q: What is the return address?
A: Please do not directly return the package to the sending address as this may result in the package being lost and affect your refund process. After you initiate a refund request, we will send you the return address via email. Please send it back to the address provided in the email.
Q: How can I cancel my order or modify order information?
A: Orders can be canceled or modified without responsibility before they are shipped. You just need to send your request to support@m-sense.com. After the orders are shipped, we will not be able to cancel the order or modify the order information.
Q: Can I exchange the item I purchased?
A: Sorry, we currently do not offer exchange services. We suggest that you cancel the order or return the original product and repurchase the product you want.
Q: When can I expect my refund?
A: Once the package arrives at our warehouse, we will check the item(s) within 5 business days. After we determine that it's eligible for a refund, it takes 1 additional business day for us to process the refund, and you will receive a clear notification of successful refund processing. After that, the refund should be sent back to your original payment methods in several business days. (Paypal could take 3 business days for them to process, and Credit Card could take 1 to up to 10 business days according to your credit card brand.)
