Return Policy

Overview

At Sense Solutions, we strive to ensure your complete satisfaction with every purchase. If you are not satisfied with a product, we offer returns in accordance with this policy.

Please read this policy carefully before making a return. If you have any questions, please contact our support team.

Return Eligibility

To be eligible for a return, items must meet the following criteria:

• Be within the applicable return window (see timeframes below)
• Be in their original packaging with all accessories and documentation
• Be in resalable condition (unless defective)
• Include proof of purchase (order confirmation or invoice)
• Have a valid Return Merchandise Authorization (RMA) number

Return Timeframes

Return windows vary by product type:

Enterprise customers may have different terms as specified in their service agreement.

Product Condition

Returned products must be:

• In original, undamaged packaging (if opened, packaging must be intact)
• Complete with all original accessories, manuals, and cables
• Free of any personal data (factory reset required for devices)
• Free of any physical damage, scratches, or wear not present at delivery
• Without any activation locks or iCloud/MDM locks enabled

Items returned in unsatisfactory condition may be subject to restocking fees or may be rejected.

Return Process

To initiate a return:

1. Request an RMA: Log into your account or contact our support team to request a Return Merchandise Authorization (RMA) number.
2. Prepare the Package: Securely pack the item in its original packaging. Include all accessories and documentation.
3. Label the Package: Clearly write the RMA number on the outside of the package.
4. Ship the Return: Use a trackable shipping method and retain your tracking number. Returns are at the customer's expense unless the product is defective.
5. Receive Confirmation: Once we receive and inspect the return, we will process any applicable account credit.

Do not return products without an RMA number. Unauthorized returns may be refused or delayed.

Refunds

Refunds will be processed within 5-10 business days of receiving and inspecting the returned item. Unless otherwise required, refunds are issued as account credits that can be applied to a new cart or future purchase.

• Account credits are applied after the returned items are inspected and approved
• Original shipping costs are non-refundable (unless the return is due to our error)
• Partial refunds may be issued for items returned in less than original condition

Non-Returnable Items

The following items cannot be returned:

• Custom-configured or special-order items
• Software licenses or subscriptions (once activated)
• Items with removed serial numbers or tamper-evident seals
• Items purchased more than 30 days ago (unless defective)
• Items purchased from third-party sellers through our marketplace
• Gift cards

Defective Products

If you receive a defective product, please contact us immediately. We will:

• Provide a prepaid shipping label for the return
• Apply an account credit once the defect is confirmed
• Create a new cart if replacement hardware or a new purchase is needed

For products covered by manufacturer warranty, we may direct you to the manufacturer for warranty service.

Restocking Fees

Restocking fees may apply in certain circumstances:

No restocking fee applies if the return is due to our error or a defective product.

Contact Us

For questions about returns or to initiate a return, please contact us:

• Email: support@sensesolutions.ai
• Phone: Contact your account manager or call our support line
• Portal: Log into your account to request an RMA online
• Mail: Sense Solutions Corp., Attn: Returns
  140 Littleton Rd, Suite 305
  Parsippany, NJ 07054

For shipping-related questions, please see our Shipping Policy.