We are only able to refund products if they are damaged or defective. We can offer a refund on your original method of payment only and, depending on your bank or institution, it may take 3-5 days or longer to show up on your statement after verification.
Refunds will only be issued if:
Refunds will only be issued once the product is verified as damaged/defective through submitted photos. We are unable to provide refunds on products that have been opened, used or if items were not purchased on our Wholesale platform. We are also unable to refund sale items. Please do not send your purchase back to the manufacturer. If you are eligible for a refund in accordance with our policy as outlined above, please email wholesale@sansorium.com using the subject line "Return".
We also require a receipt or proof of purchase. Any item that is returned more than 30 days after delivery, a partial refund may be granted at the discretion of Sansorium.
Missing product is defined as: doorstep theft or product that did not arrive in your order.
For missing products due to doorstep theft, please file a complaint with the shipping provider, as we cannot determine if a package was stolen or not delivered. The best mitigation is prevention. Here are some tips to prevent doorstep theft. Please email us at wholesale@sansorium.com to inform us of your complaint.
For missing products due to our error, we will ship the correct product as soon as possible free of charge. Please contact us at wholesale@sansorium.com using the subject line "Missing Product".
Damaged or defective products are defined as products that arrive broken or otherwise compromised. We may ask for a photo or video to verify the damage or defect. For all damaged and defective products, you are able to choose a new product shipped to you free of change, or a full refund. Please contact us at wholesale@sansorium.com with the subject line "Damaged/Defective Product" for support.
An order can only be cancelled if it hasn't yet been processed by our fulfillment partner. To inquire if you can process a cancellation, please send us an email at wholesale@sansorium.com with the subject line "Cancellation" plus your Order Number and we will do our best. If the cancellation cannot be processed, our refund policy will be followed.
For all other questions, comments or feedback, please see our FAQs or contact our Customer Experience Team by emailing wholesale@sansorium.com.
The Team is available Monday-Friday 9am-5pm PST and will respond to all inquiries within 48 hours.
