Return & Refund Policy

Effective Date: July 23, 2026
Last Updated: July 23, 2026

This Policy applies to products purchased from Deep Touch LLC, doing business as “Senstide” (“Senstide,” “we,” “us,” or “our”), through senstide.com.

Because Senstide products are personal intimate products that may come into direct contact with the body, returns must be handled in a manner that protects consumer rights, product quality, health, and hygiene.

Please inspect the product and packaging before opening any hygiene seal or using the product.

1. Return Request Period

Unless applicable law or the product page provides otherwise, you may request a return within 14 days after the product is shown as delivered.

Contacting us within 14 days does not automatically approve the return. The product must satisfy the eligibility requirements in this Policy.

After 14 days, we may be unable to accept returns based on a change of mind, an incorrect color choice, a duplicate purchase, or no longer wanting the product.

Rights relating to defects, statutory guarantees, and other non-waivable consumer protections do not automatically expire when the ordinary 14-day return period ends.

2. Eligibility for Change-of-Mind Returns

For a return based on a change of mind, incorrect color selection, or another non-defect reason, the product must be:

  • Unused;

  • Untested;

  • Not placed in contact with the body;

  • Sealed with the original hygiene seal intact;

  • In its complete original packaging;

  • Returned with all accessories, cables, instructions, and gifts;

  • Free from stains, odors, scratches, wear, and damage;

  • Not washed, sanitized, disassembled, repaired, or modified;

  • Capable of being safely returned in the condition received; and

  • Accompanied by the order number or other valid proof of purchase.

If a returned product does not satisfy these requirements, we may reject the refund or make a lawful deduction for loss of value.

3. Health and Hygiene Exclusions

Senstide products may come into direct contact with the body.

For health and hygiene reasons, where permitted by law, we do not accept change-of-mind returns or exchanges for products that:

  • Have an opened, damaged, or missing hygiene seal;

  • Have been used or tested;

  • Have been placed in contact with the body;

  • Show bodily fluid, stains, hair, odors, or other evidence of use;

  • Have been washed, sanitized, or otherwise treated;

  • Have been scratched, damaged, or deformed by the customer;

  • Have been disassembled, repaired, or modified;

  • Cannot be confirmed as hygienically safe; or

  • Were opened or used and are being returned because of personal preferences concerning size, texture, intensity, or experience.

These restrictions do not affect rights relating to a defective, incorrect, or shipping-damaged product.

4. Defective, Damaged, or Incorrect Products

Contact us promptly if:

  • A product was damaged during shipping;

  • You received the wrong product or color;

  • An item or required accessory is missing;

  • The product has an apparent manufacturing defect on arrival;

  • The product does not power on, charge, or operate properly; or

  • The product materially differs from the confirmed order.

We recommend reporting shipping damage, incorrect items, and apparent arrival defects within 7 days of delivery so that we can promptly investigate with the carrier or warehouse.

The 7-day reporting recommendation does not exclude any statutory guarantee or non-waivable right provided by applicable law.

Please provide:

  • Order number;

  • Email used for the order;

  • Product name and color;

  • Description of the issue;

  • Clear photographs of the product and packaging;

  • Photograph of the shipping label; and

  • Video showing the fault where reasonably necessary.

Do not send photographs or videos containing nudity, sexual activity, or unnecessary intimate content. Only show the product and relevant fault.

Retain the product, accessories, instructions, packaging, packing materials, and shipping label until our review is complete.

5. How to Request a Return or Exchange

To request a return or exchange:

  1. Email senstide@gmail.com within the applicable period;

  2. Use “Return Request,” “Exchange Request,” or “Defective Product” as the subject;

  3. Include the order number and explanation;

  4. Wait for us to review the request;

  5. After approval, follow the return address and instructions provided by email; and

  6. Retain the return tracking number and shipping receipt.

Do not send a product to our company registration address, registered-agent address, original shipping address, or an address printed on the parcel without our confirmation.

Our registered address is not necessarily a return warehouse. Parcels sent to an unauthorized address may not be accepted or processed.

6. Return Authorization

All returns should receive prior confirmation from us.

Depending on the issue, we may request:

  • Proof of order;

  • Product photographs;

  • Fault video;

  • Product serial number;

  • Application or device error information;

  • Packaging photographs; or

  • Completion of reasonable troubleshooting.

This information is used to confirm the issue and determine a suitable remedy. We do not require unnecessary intimate or private information.

Unauthorized returns may be refused, delayed, or returned to the sender.

7. Return Address

The correct return address will be provided by email after a request is approved.

Do not send returns directly to:

  • The Deep Touch LLC registered address;

  • Our registered agent;

  • A manufacturing address shown on packaging;

  • The address on the original shipping label; or

  • An unconfirmed warehouse.

Different countries or regions may use different return facilities.

Loss, delay, or additional cost caused by sending a product to an incorrect or unauthorized address may be the customer’s responsibility unless applicable law provides otherwise.

8. Return Shipping Costs

Non-Defect Returns

For a change of mind, incorrect color selection, duplicate purchase, failure to review product information, or another non-defect reason:

  • The customer generally pays return shipping;

  • Original shipping charges are generally non-refundable;

  • Customs duties, import taxes, and clearance fees are generally non-refundable;

  • A trackable shipping service is recommended; and

  • Appropriate shipping insurance is recommended.

Even if the original order qualified for free shipping, the customer may still be responsible for shipping the product back to the authorized return facility.

Defects, Incorrect Items, or Shipping Damage

If we confirm a manufacturing defect, shipping damage, or fulfillment error, we may:

  • Provide a prepaid return label;

  • Reimburse reasonable return shipping;

  • Send a replacement without requiring a return;

  • Exchange the product;

  • Provide a refund; or

  • Provide another remedy required by law.

Expedited shipping, special packaging, or unusually high international return costs incurred without our prior written approval may not be reimbursed in full.

9. Risk During Return Shipping

For a non-defect return arranged by the customer, the customer should securely package the product and use tracked shipping.

Until the return reaches the authorized return facility, the customer generally bears the risk of loss or damage in transit unless applicable law provides otherwise.

We cannot guarantee processing of a parcel that has no tracking, no authorization, or no identifiable order information.

10. Inspection

After receiving a return, we may inspect:

  • The hygiene seal;

  • Evidence of use;

  • Completeness of the product and accessories;

  • Evidence of washing, disassembly, or modification;

  • Whether the fault matches the description;

  • Whether damage resulted from misuse, accident, or improper maintenance; and

  • Overall return eligibility.

Inspection generally requires 3–7 business days. Complex technical faults may require additional time.

After inspection, we will notify you whether the return was approved and whether the remedy will be a refund, exchange, repair, or another solution.

11. Refund Method and Timing

Approved refunds are generally issued to the original payment method.

We normally initiate an approved refund within 5–10 business days.

Your bank, card issuer, Shopify Payments, PayPal, or another provider may require additional time to display the credit.

We do not control financial institutions’ posting times.

If an approved refund does not appear after a reasonable period:

  1. Check your bank or card account;

  2. Contact the card issuer or payment provider;

  3. Ask the bank whether a refund is pending; and

  4. Contact senstide@gmail.com if the issue remains unresolved.

12. Refund Amount

An approved refund may include:

  • The purchase price of eligible returned products;

  • Taxes that applicable law requires us to refund; and

  • Reasonable standard shipping charges where legally required for defective products.

Where permitted by law, the following may be non-refundable or deducted:

  • Return shipping for a non-defect return;

  • Expedited or upgraded shipping;

  • Import duty;

  • VAT or clearance charges that cannot be recovered by us;

  • Costs caused by an incorrect address;

  • Return costs caused by refusal or failure to collect;

  • Lawful deductions for customer-caused loss of value;

  • Reasonable value of missing accessories or packaging; and

  • Unauthorized additional shipping costs.

We do not charge undisclosed fees or deductions prohibited by law.

13. Exchanges

Eligible products may be exchanged subject to stock availability.

An exchange may be available where:

  • The wrong product was delivered;

  • The wrong color was delivered;

  • A defect is confirmed;

  • The product was damaged in transit; or

  • An unopened product eligible for an ordinary return is being exchanged for another color or version.

The returned product must satisfy the relevant eligibility requirements.

If a hygiene seal has been opened or the product has been used, an exchange based solely on choosing the wrong color is generally unavailable unless the product is defective.

If the requested replacement is unavailable, we may:

  • Send it after restocking;

  • Offer another available product; or

  • Refund the eligible product.

Replacement warranty periods are governed by applicable law, our Warranty Policy, or the remaining warranty on the original order.

14. Refund Without Return

For certain confirmed product, shipping, or order problems, we may provide a refund or replacement without requiring the original product to be returned.

Whether a return is required depends on:

  • The product issue;

  • Return cost;

  • Customer location;

  • Hygiene and safety;

  • Available logistics; and

  • Legal requirements.

Do not assume that no return is required unless we confirm it in writing.

15. Partial Refunds

Where permitted by law, a partial refund may apply if:

  • The product shows handling beyond what was necessary to inspect it;

  • It was damaged through customer storage;

  • Accessories, instructions, cables, packaging, or gifts are missing;

  • Customer handling materially reduced its value;

  • It was returned outside the stated period but accepted at our discretion; or

  • Return instructions were not followed.

A product that has been placed in contact with the body or has an opened hygiene seal does not become resalable merely because a deduction is made. It may remain ineligible for a change-of-mind refund.

16. Order Cancellations

To request cancellation, contact senstide@gmail.com as soon as possible.

If the order has not entered processing, packing, or shipment, we will make reasonable efforts to cancel it, but cancellation is not guaranteed.

After transfer to a carrier, the order generally cannot be canceled. The customer may need to receive it and request a return if eligible.

Refusing delivery does not constitute an approved return. Actual return costs resulting from refusal may be deducted where permitted by law.

17. Order Changes and Color Changes

Contact us immediately to request changes to color, quantity, or shipping information.

We may be unable to make changes after processing begins.

If the order has shipped, the request must be handled through the return or exchange process. A product with an opened hygiene seal or evidence of use cannot ordinarily be exchanged merely because the customer selected the wrong color.

18. Pre-Orders

A pre-order submitted through senstide.com may be canceled before it enters production allocation, packing, or shipment.

Eligibility may depend on:

  • Product-page terms;

  • Order-confirmation terms;

  • Whether inventory or production resources have been allocated;

  • Whether the product is customized; and

  • Applicable consumer law.

If a pre-order undergoes a material change in design, features, estimated shipment, or another important term, we will provide notice and options required by law.

19. Kickstarter and Third-Party Platform Orders

Payments, pledges, or rewards made through Kickstarter or another third-party platform should first be handled under that platform’s terms, project page, and refund process.

This website Policy may not directly alter a third-party platform transaction.

For assistance, email senstide@gmail.com with the pledge, order, or platform account information.

20. Sale and Promotional Products

Products purchased during a sale, with a discount, or with a promotional code may be returned under this Policy, but the refund will not exceed the amount actually paid.

Promotional codes are generally not reissued.

If a partial return causes an order to cease satisfying a bundle, threshold-discount, or free-gift condition, we may lawfully recalculate the refund.

21. Bundles

A bundle or set generally must be returned together unless:

  • A single item is defective;

  • We approve a partial return in writing; or

  • Applicable law provides otherwise.

Opening or using an intimate item in a bundle may affect the entire bundle’s eligibility for a change-of-mind return.

22. Free Gifts

If an order included a free gift and the qualifying products are returned, the gift should also be returned unused.

If the gift is not returned, we may deduct its reasonable retail value where permitted by law.

This provision will not be applied in a way that improperly limits remedies for a defective product.

23. Gift Orders

A refund for a gift order is generally returned to the original purchaser’s payment method.

An exchange requested by a gift recipient may require:

  • Original order number;

  • Purchaser’s email; or

  • Other reasonable verification.

For privacy and payment-security reasons, we generally cannot pay a refund directly to the gift recipient.

24. Refused and Unclaimed Parcels

Refused, unclaimed, incorrectly addressed, uncleared, or unpaid-customs parcels are handled under our Shipping Policy.

After the parcel is returned and inspected, we will determine refund eligibility.

Where permitted by law, the following actual costs may be deducted:

  • Outbound shipping;

  • Return shipping;

  • Storage;

  • Duties and clearance;

  • Address correction; and

  • Loss of product value.

25. Applications, Subscriptions, and Digital Services

If we offer paid applications, AI subscriptions, or digital services, separate refund terms may be presented at purchase.

Subscriptions purchased through the Apple App Store, Google Play, or another platform may need to be canceled or refunded through that platform.

Once digital service begins, refund rights may be limited by local law and the consent provided at purchase.

26. Difference Between Returns and Warranty Claims

An ordinary return applies mainly to eligible unused products and issues such as a change of mind or incorrect color selection.

A warranty claim addresses material or manufacturing defects arising under normal use.

Warranty remedies may include:

  • Troubleshooting;

  • Repair;

  • Replacement parts;

  • Product replacement;

  • Refund; or

  • Another remedy required by law.

The end of the 14-day ordinary return period does not necessarily end applicable warranty or statutory-quality rights.

27. Conditions That Are Generally Not Defects

Where permitted by law, the following are generally not manufacturing defects:

  • Normal wear;

  • Failure to follow cleaning or storage instructions;

  • Use of incompatible cleaning products;

  • Submersion or use beyond the stated water-resistance conditions;

  • Dropping, crushing, or impact;

  • Use of unauthorized attachments or chargers;

  • Unauthorized disassembly, repair, or modification;

  • Minor appearance variations or reasonable manufacturing tolerances;

  • Personal preferences concerning intensity, sound, size, texture, or experience;

  • Incompatibility involving third-party platforms, networks, phones, or AI services; or

  • Changes to connected functionality caused by a third-party service.

Statutory consumer rights remain unaffected.

28. Return Abuse

Where permitted by law, we may reject requests involving fraud or abuse, including:

  • False evidence of damage;

  • Substitution of another product;

  • Deliberate product damage;

  • Repeated unreasonable refund claims;

  • Threats or coercion toward staff;

  • Retaining the product while pursuing duplicative payment recovery; or

  • Returning counterfeit, substituted, or incomplete goods.

We may require reasonable identity or order verification and may report suspected fraud to payment providers or relevant authorities.

29. Payment Disputes

If you have an order problem, please first contact senstide@gmail.com.

Opening a chargeback while a refund request is being processed may pause our refund process until the payment provider completes its investigation.

Nothing in this section limits your lawful right to contact your bank, card issuer, or a consumer authority.

30. EEA and United Kingdom Consumers

Consumers in the European Economic Area and United Kingdom may have a statutory right to withdraw from an online purchase.

For goods, the withdrawal period generally begins upon delivery.

However, the ordinary withdrawal right may not apply to sealed goods that are unsuitable for return for health or hygiene reasons after the consumer opens the seal.

If local law provides greater protection, mandatory local law controls.

Nothing in this Policy excludes statutory rights to goods that:

  • Match their description;

  • Are of satisfactory quality;

  • Are fit for their ordinary or expressly communicated purpose; or

  • Qualify for repair, replacement, price reduction, or refund when defective.

31. Australia, Canada, and Other Jurisdictions

Consumers in Australia, Canada, and other jurisdictions may have statutory guarantees and remedies that cannot be excluded by this Policy.

Where local law provides a refund, replacement, repair, or another remedy for a major failure, defective product, or misdescription, we will comply.

Nothing in this Policy limits rights that cannot lawfully be excluded.

32. Policy Updates

We may update this Policy because of changes to products, logistics, payment services, sales regions, or law.

The revised Policy will be posted on our website with a new “Last Updated” date.

An order will generally be governed by the return conditions in effect when it was submitted, unless mandatory law requires otherwise.

33. Contact Us

To request a return, refund, exchange, or report a product problem, contact:

Deep Touch LLC, doing business as Senstide
30 N Gould St Ste R
Sheridan, WY 82801
United States

Customer Support: senstide@gmail.com
Website: senstide.com

Do not ship a product until you have received return authorization and the correct return address.