Refund & Return Policy
At SENTRO, we want you to have a positive shopping experience. Please review the following policy to understand how returns, refunds, cancellations, and product-related issues are handled.
1. Which Orders Does This Policy Cover?
This policy applies to purchases made directly from SENTRO through sentroknit.com or through a direct order expressly accepted by SENTRO.
If you purchase a SENTRO knitting machine through Amazon or another third-party retailer, please contact the seller or use the relevant retailer's return process. The return and refund terms for those orders are determined by the applicable sales agreement, retailer policies, and consumer protection laws.
Nothing in this policy limits any rights you may have under applicable law.
2. Return Period for Direct Purchases
For eligible direct purchases, you may request a return within 30 days of receiving your order.
This 30-day period is our general return policy and does not replace or restrict any statutory cancellation, withdrawal, refund, or other consumer rights that may apply to your purchase.
3. Return Eligibility
For change-of-mind returns, we ask that products be returned in their original condition, with the original packaging and all included accessories, where reasonably possible.
Please include your order number or other valid proof of purchase.
If an item has been used, damaged through misuse, or returned with missing components, this may affect eligibility for a voluntary refund or the amount refunded, where permitted by applicable law.
These conditions do not limit your rights regarding faulty, damaged, incorrectly supplied, or misdescribed products, or any applicable statutory right to inspect and handle goods.
4. How to Request a Return
To request a return for a direct purchase, email us at sentrotoy@gmail.com with the following information:
Your order number or proof of purchase.
The reason for the return.
Clear photos or a short video, if the item is damaged, defective, or incorrect.
We will review your request and provide instructions, including the return address where applicable.
Please contact us before sending an item back so that we can provide the correct return instructions. This process does not restrict any statutory right to cancel or return an order within an applicable legal deadline.
5. Order Cancellation
If you wish to cancel a direct order, please contact us as soon as possible.
Before dispatch: We will make reasonable efforts to stop the shipment and confirm whether cancellation is possible.
After dispatch: If the order cannot be stopped, we will explain the available return or cancellation options under this policy and applicable law.
Your statutory cancellation or withdrawal rights, where applicable, remain unaffected.
For orders placed through Amazon or another retailer, please use that retailer's order cancellation process.
6. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If the product is damaged, defective, incorrect, or does not match its description, contact us as soon as reasonably possible at sentrotoy@gmail.com.
Please include your order number and photos or a video showing the issue so we can assess it.
We will review the circumstances and explain the appropriate solution. Depending on the issue and applicable law, this may include:
Troubleshooting guidance or replacement parts.
A replacement product.
A refund or another legally required remedy.
For confirmed product defects, we will cover reasonable return shipping costs when a return is required by us, subject to applicable law.
We encourage customers to report delivery damage or incorrect items within 7 days of delivery where possible, so that we can investigate promptly. However, this request does not limit any statutory rights or remedies available to you.
For orders placed through Amazon or another retailer, please contact the seller or use the retailer's support process.
7. Items Excluded from Voluntary Returns
Unless required by applicable law, the following items are not eligible for change-of-mind returns under our voluntary return policy:
Gift cards.
Digital products or downloadable content, subject to applicable cancellation rules.
Sale or clearance items, where the exclusion is legally permitted.
These exclusions do not remove any applicable statutory rights concerning faulty, misdescribed, or incorrectly supplied products, or any mandatory cancellation or withdrawal rights.
8. Exchanges
We do not generally offer direct exchanges for purchases made directly through sentroknit.com.
If you would like a different model or product, you may request a return of the original item, where eligible, and place a new order once the return arrangements have been confirmed.
This does not affect any replacement rights you may have under applicable consumer protection laws.
For purchases made through Amazon or another retailer, please follow that retailer's exchange or replacement process.
9. European Union and United Kingdom Customers
If you are a consumer in the European Union or the United Kingdom, you may have statutory rights when purchasing goods online or through other distance-selling arrangements.
Where applicable, you generally have 14 days from delivery to notify the seller that you wish to withdraw from an eligible distance purchase without giving a reason, subject to statutory exceptions and the applicable rules.
If you exercise a statutory right of withdrawal:
You must follow the applicable legal requirements and return deadlines.
You may be responsible for direct return shipping costs if the law permits this and you were properly informed before purchase.
Refunds will be processed within the applicable statutory timeframe, including any permitted delay while awaiting the returned goods or evidence of return.
Refunds will include the amounts required by law, which may include standard outbound delivery charges.
Faulty or misdescribed goods may qualify for separate remedies under applicable consumer protection laws. These rights are distinct from a change-of-mind return and are not limited to the 14-day withdrawal period.
This section is a general summary and does not replace the specific legal rights applicable in your country.
10. Refund Processing
For approved voluntary returns, we will notify you of the refund decision after reviewing the returned item, where a return inspection is appropriate.
Refunds will be issued using the original payment method unless otherwise agreed or required by law.
We aim to process approved refunds within 10 business days where practicable. However, where a statutory refund deadline applies, we will comply with that deadline instead. Banks and payment providers may require additional time before the funds appear in your account.
If your refund has not arrived within the applicable timeframe, please contact sentrotoy@gmail.com with your order number.
11. Contact Us
For questions about returns, refunds, cancellations, or product-related issues, please contact:
Email: sentrotoy@gmail.com
Please include your order number and a brief description of your request so that we can assist you more efficiently.
