Refund policy

Experiencing an issue with your product?

If your product is defective, does not match its description, arrives damaged or you have received the wrong item, please contact us at contact@cinemense.com and provide:

• Your order number

• The name associated with your order

• A description of the issue

• If possible, one or more photographs or videos illustrating the problem

We aim to respond to all requests within one business day to resolve any issues as quickly as possible.

Our products are covered by applicable statutory warranties and consumer protection laws.

Where a return results from an error on our part, a defective product or a non-conforming product, return shipping costs will be covered by Cinemense, subject to assessment by our Customer Service team.

Would you like to exercise your legal right of withdrawal?

You have a statutory right to withdraw from your purchase within fourteen (14) days of receiving your order, without providing any reason.

To exercise this right, please use our dedicated page: Exercise My Right of Withdrawal.

This page allows you to submit your withdrawal request online. You will then receive an acknowledgment of receipt by email.

For a standard withdrawal, where the product is neither defective nor non-conforming and no error is attributable to Cinemense, direct return shipping costs are your responsibility.

To simplify the return process, we may provide a prepaid return shipping label. Its exact cost will be communicated before issuance and deducted from your refund, unless we expressly agree to cover it.

Photographs may be requested to facilitate the return process, but they are not required to exercise your statutory right of withdrawal.

Changed your mind after the 14-day withdrawal period?

In addition to the statutory 14-day right of withdrawal, Cinemense offers a 30-day return policy from the date you receive your order, available to all customers worldwide, including customers in the United States.

To qualify for a commercial return, the product must be returned complete, clean and without excessive use, together with all supplied accessories, certificates of authenticity and, where possible, its original packaging.

Any product returned incomplete, damaged, altered, soiled or showing signs of handling beyond what is necessary to inspect its nature, characteristics and proper functioning may be subject to a reduction in its refund value, refusal of the commercial return or alternative handling after informing the customer.

For commercial returns involving no product defect or error attributable to Cinemense, return shipping costs are your responsibility.

We may provide a prepaid return shipping label. Its exact cost will be communicated before issuance and deducted from your refund, unless we expressly agree to cover it.

To request a commercial return, please contact us at contact@cinemense.com.

Refunds

Once your return has been received and approved, your refund will be issued to your original payment method. Please allow 3–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Where applicable, any return shipping costs previously communicated to you will be deducted from your refund.

Would you like to exchange your product?

If you would like a different product, simply return your original item in accordance with our return policy and place a new order on our website.

Once your return has been received and approved, we will issue your refund in accordance with our refund policy.

Is your order still in transit?

If you no longer wish to keep your order and it is still in transit, please contact us at contact@cinemense.com so we can advise you on how to proceed.

Depending on the circumstances, you may be asked to refuse the package upon delivery or wait until it arrives before arranging its return.