Refund policy

At Sens Foods, your satisfaction is our priority. Please read our policy carefully — it explains your rights as an EU consumer and how to return our sealed food products.

 

1. Your Right of Withdrawal

You have the right to withdraw from your purchase within 14 days without giving any reason.

  • The withdrawal period is 14 days from the day you or a third party nominated by you (not the carrier) receives the goods.
  • To exercise your right of withdrawal, contact us clearly at:

Sens Foods GmbH
Putlitzstraße 16
10551 Berlin, Germany
Email: hello@sensfoods.com

 

You may use the optional Model Withdrawal Form at the end of this policy, but it is not mandatory.

Tip: Send your withdrawal notice by email — fast and simple.

 

2. Returning Products

To return your order:

  1. Send the goods to the address above within 14 days of notifying us.
  2. You are responsible for the direct costs of returning the goods.
  3. Products must be returned in their original sealed packaging.
  4. Opened or damaged seals may reduce your refund amount.

Tip: Package products securely to avoid damage during transit.

 

3. Exceptions — Sealed & Perishable Foods

Your statutory withdrawal does not apply to:

  • Sealed food products once the seal has been broken — for health and hygiene reasons.
  • Products with a short shelf life (perishable foods).

Note: All other sealed, shelf-stable products may be returned within the 14-day period.

 

4. Damaged or Incorrect Items

Please inspect your order immediately.  If items are defective, damaged, or incorrect:

  • Contact us at hello@sensfoods.com
  • We will evaluate the issue and provide a refund or replacement according to EU consumer law.

Tip: Include photos of damage for faster processing.

 

5. Refunds

Once we receive and inspect your returned goods:

  • Refunds are issued within 14 days to your original payment method.
  • We may withhold the refund until we receive the goods or until you provide proof of shipment.
  • Standard delivery costs are refunded; express or premium delivery is refunded only if it was included in your original purchase.

 

6. Exchanges

We do not offer direct exchanges. If you want a different product:

  1. Return the original item (if eligible).
  2. Place a new order for the desired product.

 Tip: This ensures you get exactly what you want.

 

7. Model Withdrawal Form (Optional)

To: Sens Foods GmbH, Putlitzstraße 16, 10551 Berlin, Germany / hello@sensfoods.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

  • Ordered on: ________ / Received on: ________
  • Customer name: _______________________
  • Customer address: _____________________
    Date: _________
    Signature (only if submitted on paper): ___________
    (*) Delete as appropriate