Refund policy

Sensmar Return & Refund Policy
At Sensmar, we handle our premium Palo Santo collections with strict quality control. Due to the natural, consumable, and energetic nature of raw forest products, all sales are final. We do not accept returns or issue refunds for change-of-mind reasons (e.g., "I do not like this aroma" or "I changed my mind").
Eligible Returns (Damaged or Defective Items Only):
Returns and refunds are strictly limited to items that arrive physically damaged, defective, or incorrect due to a fulfillment error on our part. You must report any transit issues to our support team within 14 days of receiving your parcel.
Strict Return Conditions:
  • Intact Requirements: To be eligible for a refund, the returned package must be 100% complete, unopened, unused, and with all raw wood sticks and secure packaging completely intact.
  • Shipping Fees: The customer is solely responsible for paying all return shipping fees to our fulfillment base in Selangor. Shipping costs are completely non-refundable.
  • Verification: A full refund will only be processed after our local team physically inspects the returned package and verifies that all items are pristine and untampered with.
  • Returns Processing Center:
    All physical product returns must be securely packed and shipped directly to our operating headquarters for processing at:
    20-2 Jalan BS 4/2, 43300 Seri Kembangan, Selangor, Malaysia


To initiate a return, items must be shipped to our central facility located at: 20-2 Jalan BS 4/2, 43300 Seri Kembangan, Selangor, Malaysia.
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 admin@sensmar.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 and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. 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 admin@sensmar.com