Sentani is always willing to satisfy our customers and in the case of online returns, we will accept exchanges or refunds to your order according to our returns criteria below. All returns or exchanges must be received within 14 days of receiving your purchased order. We do not have a free returns policy and highly recommend the use of traceable mail. We are not liable for any items lost in transit, and thus we will not issue an exchange or refund.
For further information regarding returns on sale and pre-order items, please see below.
How to request a refund at Sentani:
- Please contact us via email at [email protected] disclosing your reasons of return, and your contact details.
- Once we have reached out, please provide us with your original order information.
- Return your items to Sentani Boutique, Shop 24/43 Lang Pde, Milton, QLD 4064.
- Sentani will only issue a refund once the item has been inspected by our Quality Control team, and if we are satisfied that the item is in original condition (unworn, un-altered, not soiled or damaged in any way).
- A refund will then be issued to the credit card or PayPal account that the payment originated from. Free shipping does not apply to returned items, this regular shipping cost will be deducted from your refund unless the items are faulty. Please allow up to 7 days for the refund to be processed.
Like refunds, all exchange requests must be first emailed to [email protected]. If you have simply changed your mind or have made an incorrect size selection, we will only exchange your order for another size or colour (provided we have your required item in stock). If your item is not in stock you will be issued a store credit that will allow you to select a different style. This store credit will be valid for 12 months from the issue date.
We do not have a free exhances policy. For this reason, please ensure that you include a pre-paid Australia Post satchel for us to re-send you your item in. If this is not provided, you will be required to pay for the return postage fee.
Once your exchanged item has been received by us and your item has been checked that it is in original condition (as explained above) your newly selected item will be sent according to our returns policy. Exchange items are final and cannot be returned for change of mind. All exchange postage cost will be the responsibility of the buyer.
Pre-order and made-to-order dresses are non-refundable and non-exchangeable as they are custom made and not normally offered for sale. As these dresses are specially made, once the order has been received we are unable to accept cancellations of the order. The only way to not incur a fee for a cancellation is to do so within 24 hours of initial order. After this time if you wish to cancel, the cancellation fee is 50% of the order value. i.e if the dress was $500, the fee will be $250.
Sentani reserves the right to cancel your order if the product has become unavailable or we are unable to process payment. Cancellations or order changes must be emailed to [email protected] where our staff will personally take care of your issue.
Sale Item Returns
Please note, we do not accept refunds or returns on sale items. Sentani will only offer returns or exchanges on a sale piece if it has a major problem that would’ve stopped someone from purchasing originally. However where possible we are able to exchange pieces with another size. All sale item returns must be approved by Sentani at [email protected]
Faulty Product Returns
Items that we considered faulty are those that are received by you in a damaged condition. Where possible, said faulty goods will be repaired first if possible, then replaced if necessary. Faulty items can only be exchanged for original size and style. Please note: regular wear and tear to a product is not a sign that the item is faulty. Our garments are delicate so please take note of the product care labels. All faulty complaints must be emailed to [email protected] and approved.
If you are outside of Australia and wish to send back an item, you will need to pay for any return for exchange shipping costs.
- All returns, exchanges, refunds or cancellations must be emailed to [email protected] where a response email will be sent in response to your issue within 48 hours.
- Any returned items not approved by Sentani nor satisfying our returns policy criteria will be returned to the customer.
- We do not have a free returns policy and highly recommend the use of traceable mail. We are not liable for any items lost in transit, and thus we will not issue an exchange or refund.
- Sentani offers postage refunds on faulty products only.
- We do not offer FREE SHIPPING when an item is being returned for a refund. Note regular shipping cost will be deducted from the refund.
- Colours may vary due to different production dye lots or computer screens displays.