SENKOKU Return & Refund Policy

At SENKOKU, we believe true restorative rest takes time to experience. That is why our eligible SENKOKU sleep wellness products, including sleep masks and earplugs, are backed by our 30-Night Sleep Trial.

If you are not experiencing better rest, improved comfort, or reduced disturbances from light or noise, you have 30 days from the date of delivery to request a return and refund under our voluntary Sleep Guarantee, subject to the conditions below.

Our 30-Night Sleep Guarantee is an additional commercial benefit and does not replace or limit your statutory consumer rights.

1. The SENKOKU 30-Night Sleep Guarantee

We want you to actually experience our products. To qualify for a refund under our 30-Night Sleep Guarantee, your return must meet the following criteria:

Trial Period: Your return request must be submitted within 30 calendar days of delivery.

Condition: The product must be clean, odor-free, structurally intact, properly maintained, and free of rips, tears, excessive wear, or physical damage.

Earplug Returns: Earplugs must be thoroughly cleaned, hygienic, properly maintained, and free from physical damage, deterioration, or excessive wear. Upon arrival at our facility, returned earplugs will undergo a physical and hygiene inspection to determine whether they meet our established condition and restocking eligibility standards.

Refund approval under the voluntary 30-Night Sleep Guarantee is subject to the returned earplugs successfully passing this inspection. Earplugs that do not meet these standards may be rejected for a refund under the voluntary guarantee.

Any decision to restock returned earplugs will also be subject to applicable hygiene and product safety requirements.

Components: You must return the product along with its original packaging, travel pouch (if included), and any accessories originally supplied with the product.

Proof of Purchase: You must provide your SENKOKU order confirmation number or other valid proof of purchase.

Note: The 30-Night Sleep Trial applies exclusively to your first eligible product purchase from SENKOKU, allowing you to experience our products with added peace of mind. This voluntary guarantee does not affect your statutory rights, including your rights concerning defective or non-conforming products.

2. EU Statutory 14-Day Right of Withdrawal

In accordance with applicable European Union and Cyprus consumer protection laws, consumers purchasing online generally have the statutory right to withdraw from their purchase within 14 calendar days of receiving their goods, without providing a reason.

To exercise this right, you must notify SENKOKU of your decision to withdraw within the applicable 14-day period by contacting contact@senkoku.com or by providing another clear statement of your decision to withdraw.

You must return the goods without undue delay and no later than 14 calendar days after notifying us of your withdrawal.

Product Condition: Customers may inspect and handle products to the extent necessary to establish their nature, characteristics, and functioning, as they would reasonably be permitted to do in a physical store. Where applicable, customers may be responsible for any reduction in product value resulting from handling beyond what is necessary for this purpose.

Hygiene-Sensitive Products: For products supplied in sealed packaging that are unsuitable for return due to genuine health protection or hygiene reasons, the statutory right of withdrawal may not apply once the hygiene seal has been broken after delivery, where the legal conditions for this exception are met.

This exception may apply to certain sealed earplug products, depending on their nature, packaging, and hygiene requirements. It does not automatically apply to every opened product.

Where the statutory right of withdrawal applies, SENKOKU will process the return in accordance with applicable consumer protection laws.

The voluntary 30-Night Sleep Guarantee described in Section 1 is separate from these statutory rights and may provide additional return opportunities beyond the statutory withdrawal period.

3. How to Initiate a Return

1. Submit Your Request: Email our European support desk at contact@senkoku.com with the subject line Return Request - [Your Order Number]. Please include your order number, the product you wish to return, and whether your request concerns the 30-Night Sleep Guarantee, statutory withdrawal, or a defective product.

2. Review: Our team will review your request and provide an official Return Merchandise Authorization (RMA), where applicable, along with step-by-step return shipping instructions.

3. Ship Your Package: Securely pack the product and all original accessories, where required by the applicable return conditions. Ship the package to our central European logistics facility:

SENKOKU Returns

13, Dionysiou Papagianopoulou

Limassol, 4156

Cyprus

Important: We strongly recommend obtaining an approved RMA and using a tracked shipping service to ensure your return can be identified and processed efficiently. However, failure to obtain an RMA does not invalidate a valid statutory withdrawal or other mandatory consumer right.

4. Return Shipping Costs

Sleep Trial Returns: Customers are responsible for the direct postage costs associated with shipping returns under our voluntary 30-Night Sleep Guarantee back to our facility in Cyprus, unless otherwise agreed.

We strongly recommend using a tracked postal service (such as DHL, DPD, or your national postal carrier). Customers are responsible for ensuring that items returned under the voluntary guarantee reach our facility safely.

EU Statutory Withdrawal Returns: Where the statutory right of withdrawal applies, customers are responsible for the direct cost of returning the goods unless SENKOKU has agreed to cover these costs or applicable law requires otherwise.

Defective or Damaged Orders: Where a product is defective, damaged, or not in conformity with the purchase contract, SENKOKU will provide an appropriate remedy in accordance with applicable consumer protection laws, without charging the customer the costs of the legally required remedy. Where a return is necessary, we will arrange or cover the appropriate return shipping costs.

5. Damaged, Defective, or Incorrect Deliveries

Please inspect your package upon delivery. If your product arrives damaged, defective, or you receive an incorrect item, we encourage you to contact us as soon as possible.

1. Contact us at contact@senkoku.com, preferably within 48 hours of delivery, to help us resolve the issue promptly. This is a recommended reporting period and does not limit your statutory consumer rights.

2. Include your order number along with clear photos or video showing the damaged parcel, incorrect product, or defective component, where reasonably available.

3. Our team will review your claim and provide an appropriate solution, which may include repair, replacement, a price reduction, or a refund, depending on the circumstances and applicable consumer protection laws.

EU Legal Guarantee: Consumers are entitled to a minimum two-year legal guarantee for goods that are defective or do not conform to the purchase contract, in accordance with applicable EU and national consumer protection laws.

Any statutory repair, replacement, price reduction, or refund rights will be respected regardless of the expiration of our voluntary 30-Night Sleep Guarantee.

6. Non-Returnable Items & Exclusions

The following items are excluded from returns under our voluntary 30-Night Sleep Guarantee, except where applicable consumer protection laws provide otherwise:

• Gift cards and digital vouchers, subject to applicable statutory rights.

• Promotional gift items or free accessories supplied during special promotions, where no separate refund entitlement exists.

• Items for which the voluntary 30-day trial period has expired.

• Items returned in an unhygienic, heavily soiled, excessively worn, or physically damaged condition.

• Earplugs that fail our hygiene, maintenance, or condition inspection under the voluntary 30-Night Sleep Guarantee.

• Products missing essential accessories or components required under the conditions of the voluntary guarantee.

Hygiene Exclusions: Certain sealed products that are unsuitable for return due to health protection or hygiene reasons may be excluded from the statutory right of withdrawal after their hygiene seal has been broken, where permitted by applicable law.

These exclusions do not affect customers' mandatory statutory rights, including valid claims relating to defective, damaged, or non-conforming goods.

7. Refund Processing Timelines

Once your package arrives at our Cyprus logistics facility, our team will aim to inspect the returned item within 3 business days.

Earplug Inspection: Returned earplugs will undergo an additional hygiene and condition review to assess whether they meet our established standards for restocking eligibility. Earplugs that do not meet our cleanliness, maintenance, or physical condition requirements may be rejected for a refund under the voluntary 30-Night Sleep Guarantee.

If a return under the voluntary guarantee is rejected, our support team will notify you of the decision and provide an explanation.

Approval: Once a refund under our voluntary 30-Night Sleep Guarantee is approved, we will initiate the refund to your original payment method without undue delay.

EU Statutory Withdrawal Refunds: Where the statutory right of withdrawal applies, SENKOKU will reimburse eligible payments, including the cost of standard initial delivery where required by law, without undue delay and no later than 14 calendar days after being informed of your decision to withdraw.

We may withhold the reimbursement until we receive the returned goods or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Any additional delivery costs resulting from your choice of a more expensive shipping method than our least expensive standard delivery option may be excluded from reimbursement in accordance with applicable law.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree otherwise, without additional refund fees.

Bank Processing: Financial institutions typically take 5 to 10 business days to post refunded funds back into your account after the refund has been initiated. Actual processing times may vary depending on your payment provider.

Assistance: If you have received an official refund confirmation from us but have not received your funds after 15 business days, please reach out to contact@senkoku.com.

Statutory Rights: Nothing in this Return & Refund Policy excludes, restricts, or overrides any mandatory consumer rights available under applicable European Union or national consumer protection laws.