Sentani is always willing to satisfy our customers and in the case of on-line returns we will exchange or refund your order according to our returns criteria below.
All returns or exchanges must be received within 14 days of receiving your purchased order.
Refunds will be issued once you have contacted us at email@example.com and your return has been approved. Provide us with your order number and return your items to Sentani at shop 2/702 Ann Street, Fortitude Valley QLD 4006. Sentani will issue a refund once the item has been inspected and are satisfied that the order is in an unused, unworn, not altered, not soiled or damaged and is in original condition. Refunds will be issued to the credit card or PayPal account that the payment originated from. Refunds will not be issued for simply change of mind.
All exchanges must be emailed to firstname.lastname@example.org If you have changed your mind or have made an incorrect selection we will only exchange your order for a suitable size, different style or colour provided we have your item in stock. When your item is not in stock you will be issued a store credit that will allow you to choose a different item. A store credit will be valid for 12 months from issue date.
Once your exchange 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.
Pre Order Returns
Pre-order and made-to-order dresses are non refundable and non exchangeable as they are custom made and not normally offered for sale.
If you wish to cancel your pre ordered item a cancellation fee will not be charged as long as your cancellation is placed within 24 hours of receiving your order. As these dresses are custom made, once the order is processed you are unable to cancel the order. Late cancellations incur a 50% cancellation fee of the order value.
Sentani reserves the right to cancel your order if the product has become unavailable or we are unable to process payment. Changes on your pre order may be allowed before dispatch however will be at the discretion of Sentani. You may not make changes to your order once it has been dispatched.
Cancellations or order changes must be emailed to email@example.com where our staff will personally take care of your issue.
Sale Item Returns
It is important to note that sale items may come from the shop floor.
Sentani will only offer a return or exchange on a sale item if it has a major problem that would have stopped someone from buying the item if they had known about it. Please note that this does not include change of mind with regards to size, colour or fit.
All sale item returns must be approved by Sentani at firstname.lastname@example.org
Faulty Product Returns
Items that are considered faulty are those that are received in a damaged condition. Wear and tear to a product is not a sign that the item is faulty. Please note that faulty products can only be exchanged for the same product in the same size when in stock. Where possible faulty goods will be repaired before they are replaced.
All faulty complaints must be emailed to email@example.com and approved.
If you wish to return an item from overseas, you will need to pay for the return shipping cost. Because our international shipping fee to you is discounted, we will make up the full shipping fee by taking an amount from the figure we refund you.
All returns, exchanges, refunds or cancellations must be emailed to firstname.lastname@example.org where a return email will be sent to reply to your issue within 24 hours.
Please note colours may vary due to different production dye lots or computer screens.
Any returned items not approved by Sentani nor satisfying our returns policy criteria will be returned to the customer.
Note Sentani does not have a free returns policy and recommends the use of traceable mail as any items not received by Sentani will not be issued an exchange or refund. Sentani offers postage refunds on faulty products only.