RETURNS & AFTER-SALES SUPPORT
Return & Refund Policy
Return eligibility, request steps, postage responsibilities, and refund processing.
Return request period
Contact us within 30 calendar days after delivery to request an eligible change-of-mind return.
This period applies to preference returns and does not shorten mandatory rights concerning damaged, defective, incorrect, or materially misdescribed goods.
Preference-return condition
Items must be unused and in original condition, with original packaging and all included parts. Handle items carefully while checking them.
Decorations used at an event, altered, cut, written on, inflated, or installed in a way that changes their original condition do not qualify for preference returns. These conditions do not remove rights concerning a pre-existing defect or merchant error.
Request your return
Email service@senvulo.com with your order number, checkout email, product and variant, reason, and relevant photos where useful.
We will review the request and provide authorization, the correct return destination, and packing instructions. Contact us before dispatching a return.
Return address and packing
The return warehouse may differ from the registered business address. Do not send returns to that address without our instructions.
Protect delicate decorations and separate small fittings, include the order reference, and retain proof of posting and available tracking until the request is resolved.
Postage and fees
Customers pay return postage for eligible preference returns. Original standard shipping charges are not refunded for preference returns unless required by law.
No restocking fee applies to approved returns. When a return is necessary because an item is damaged, defective, incorrect, or materially misdescribed, we cover necessary return shipping.
Damaged or incorrect items
Tell us promptly about defects, damage, incorrect items, or missing parts. Provide order details and photos where available, and stop using anything that appears unsafe.
We will provide an appropriate replacement, refund, repair where suitable, or return solution at no additional cost. Missing original packaging does not automatically remove rights concerning faulty or incorrectly supplied goods.
Refund timing and destination
Approved return refunds are issued to the original payment method within 5–10 business days after the returned item is received and inspected.
Approved refunds that do not require a return, including successfully canceled orders, are issued within 5–10 business days after approval, or sooner where required.
Business days exclude weekends and applicable public holidays. Your bank or payment provider may need additional time to display the credit.
Inspection and follow-up
We will explain concerns found during inspection and the proposed outcome. If you disagree, provide additional information for review.
If a refund has not appeared after the stated processing and provider posting periods, contact support with the order reference.
Exchanges and cancellations
Contact us about another style or color. Exchanges depend on availability; we may arrange an authorized return and separate purchase. Any price or shipping difference will be explained before you proceed.
Cancellation requests must arrive before fulfillment begins. Once packing or dispatch preparation starts, cancellation may no longer be possible. Successfully canceled orders have no cancellation fee.
Event dates and consumer rights
A change in your event plans does not remove the preference-return conditions. If a delivery or product problem is attributable to us, contact support for an appropriate remedy.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded.