Refund policy

Returns, withdrawal and refunds

Consumers purchasing from SenMon GmbH at a distance generally have a statutory 14-day right of withdrawal. For physical goods, the period normally begins when the consumer or a nominated third party receives the goods. This does not limit statutory rights for faulty or non-conforming products.

How to withdraw

Before the deadline, use the Contact page to send a clear statement with your name, order number, the item concerned and your decision to withdraw. You may use this wording: “I hereby withdraw from my contract for the following item: [item]. Ordered on [date], received on [date]. Name and address: [details].”

Returning physical goods

Return the goods within 14 days after notifying us. Contact us first for the return address and instructions. Unless the goods are faulty, misdescribed or we agree otherwise, the consumer bears the direct cost of returning them. Handle items only as necessary to assess their nature, characteristics and functioning; diminished value caused by additional handling may be deducted where permitted by law.

Refunds

We refund eligible payments, including the least expensive standard outbound delivery offered, within 14 days after receiving your withdrawal notice. For physical goods, we may withhold the refund until we receive the goods or you provide evidence of their return, whichever is earlier. We use the original payment method unless otherwise agreed, without charging a refund fee.

Digital content

For digital content not supplied on a tangible medium, the statutory withdrawal right can be lost only after supply begins following the consumer’s express prior consent and acknowledgement of that consequence, with the required confirmation. A purchase of software on a physical USB drive is treated as a physical-goods purchase unless a specific statutory exception applies. Statutory remedies for non-conforming goods or digital content remain available.

Business customers

A statutory consumer withdrawal right does not apply to business purchases. Any voluntary business return must be agreed with us in writing.