Refund policy
Refund & Return Policy
Last Updated: September 4, 2026
At FreedomSensora, we want you to be satisfied with your purchase. If there is an issue with your order, please contact us at support@freedomsensora.com.
This Refund & Return Policy explains the conditions under which returns, replacements, cancellations, and refunds may be available.
1. Returns
Because many of our products are intimate and personal-use products, strict hygiene requirements apply.
To be eligible for a standard return, the product must generally:
- Be unused and unworn;
- Be in its original condition;
- Have all original packaging, accessories, manuals, and other included items;
- Have any hygiene seal or protective seal intact; and
- Include proof of purchase or the relevant order information.
For hygiene and health protection reasons, products that have been opened, used, worn, or had their hygiene seal or protective packaging removed generally cannot be returned due to a change of mind, except where otherwise required by applicable law or where the product is defective.
Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.
2. Return Request Period
If you wish to request an eligible return, please contact us within 14 days of receiving your order.
Email:
Please include your:
- Order number;
- Name and email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Relevant photographs or videos if the item is damaged, defective, or incorrect.
Submitting a return request does not automatically mean the return has been approved.
Please wait for our return instructions before sending any product.
3. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or you receive an incorrect item, contact us as soon as reasonably possible at support@freedomsensora.com.
Please provide your order number and clear photographs or videos showing the issue where reasonably necessary.
After reviewing your request, we may provide an appropriate remedy depending on the circumstances, which may include:
- Replacement;
- Reshipment;
- Partial refund; or
- Full refund.
Your statutory rights regarding defective or non-conforming goods remain unaffected.
4. Non-Returnable Items
Unless otherwise required by applicable law, we generally cannot accept returns for:
- Intimate or personal-use products that have been opened or used;
- Products with removed or broken hygiene seals;
- Products damaged through misuse or improper handling;
- Products damaged because product instructions were not followed;
- Products that have been modified or altered by the customer;
- Products missing original components or accessories due to the customer's actions;
- Gift cards or other items expressly identified as non-returnable.
If you are unsure whether your product is eligible for return, please contact us before sending it.
5. Change-of-Mind Returns
Where permitted, an unopened and unused product may be eligible for a change-of-mind return if the return request is submitted within the applicable return period.
The product must remain in resalable condition with its original packaging and hygiene seals intact.
Unless required otherwise by applicable law or caused by an error on our part, customers may be responsible for return shipping costs associated with change-of-mind returns.
Original shipping charges may be non-refundable where permitted by applicable law.
6. Return Shipping
Do not send a product back without first contacting us.
If your return is approved, we will provide return instructions and, where applicable, the appropriate return address.
The return address may differ depending on the product, destination, fulfillment warehouse, or reason for the return.
Important
Our registered business address is:
CHENGMI INTERNATIONAL (HONG KONG) LIMITED
UNIT 60 3/F YAU LEE CTR NO.45
HOI YUEN RD KWUN TONG
HONG KONG
This registered business address is provided for business and legal correspondence and is not automatically our product return warehouse.
Please do not send returns directly to this address unless our customer support team specifically instructs you to do so.
Unauthorized returns sent without prior approval may experience delays in processing.
7. Return Shipping Costs
If a return is required because we sent an incorrect product or because the product is confirmed to have arrived damaged or defective, we will handle reasonable return shipping costs where required by applicable law or according to the return instructions we provide.
For eligible change-of-mind returns, return shipping costs are generally the customer's responsibility unless applicable law requires otherwise.
We recommend using a trackable shipping service for customer-arranged returns.
8. Refunds
Once an authorized return is received, we will inspect the returned product and notify you of the outcome.
If the refund is approved, it will generally be issued to your original payment method.
Please note that processing times may vary depending on your bank, card issuer, payment provider, and payment method.
After we issue a refund, additional time may be required for the funds to appear in your account.
9. Partial Refunds
Where permitted by applicable law, we may issue a partial refund instead of a full refund in circumstances where an eligible returned product has suffered a reduction in value due to handling beyond what was reasonably necessary to inspect it.
This provision does not limit your rights where the product was defective, damaged, incorrect, or otherwise subject to mandatory consumer protection laws.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
If the order has not yet been processed or shipped, we will make reasonable efforts to cancel it.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. You may need to follow the applicable return procedure after receiving the order.
11. Lost or Missing Packages
If tracking indicates that your package has been lost or if your order has not arrived within a reasonable period beyond the estimated delivery timeframe, please contact us.
We may work with the shipping provider to investigate the shipment.
Depending on the circumstances and outcome of the investigation, an appropriate resolution may include replacement, reshipment, or refund where applicable.
12. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an address error, contact us immediately.
We cannot guarantee that an address can be changed after an order has entered fulfillment or been shipped.
Additional shipping charges resulting from an incorrect address, refused delivery, or unsuccessful delivery may be the customer's responsibility where permitted by applicable law and where the issue was not caused by us.
13. Refused or Unclaimed Packages
If a package is refused or remains unclaimed and is returned to us or our fulfillment provider, please contact us.
Any refund will be assessed after considering the circumstances of the order and applicable law.
Where permitted, actual shipping or return costs incurred due to an unjustified refusal or failure to collect a package may be deducted from the refundable amount.
14. Exchanges
We do not guarantee direct exchanges for all products.
If you receive a defective, damaged, or incorrect product, contact us and we will advise you of the available resolution.
For a standard change-of-mind situation, where a return is permitted, you may be required to complete the return and place a separate order for the replacement product.
15. European and Other Mandatory Consumer Rights
If you are located in a jurisdiction that provides mandatory cancellation, withdrawal, return, conformity, warranty, or refund rights, those rights continue to apply.
For certain sealed goods that are not suitable for return due to health protection or hygiene reasons, the right of withdrawal may cease after the goods have been unsealed where applicable law permits this exception.
Nothing in this Refund & Return Policy is intended to waive, restrict, or exclude rights that cannot legally be waived, restricted, or excluded.
16. Abuse and Fraud Prevention
We reserve the right to investigate return or refund requests where we reasonably suspect fraud, abuse, manipulation, or misuse of our return process.
This does not affect legitimate claims or mandatory consumer rights.
17. Contact Us
For questions regarding returns, refunds, damaged products, cancellations, or your order, please contact:
FreedomSensora
CHENGMI INTERNATIONAL (HONG KONG) LIMITED
Customer Support:
support@freedomsensora.com
Registered Address:
UNIT 60 3/F YAU LEE CTR NO.45
HOI YUEN RD KWUN TONG
HONG KONG
Please contact us before returning any product. The registered address above should not be used as a return address unless we specifically authorize it.