Return Policy

SenTeRui Return Policy
SenTeRui understands the importance of choosing the right product for your project.
We accept return reasons including defective, no longer needed, change mind, not as described, etc. SenTeRui offer a 30-day return guarantee from the date of delivery.
1. All returns must be in their original packaging and in the condition in which they were received. Refunds will not be issued for items damaged in return transit or for returns that are never received.
2. If you want to return the item without any quality issues, buyers should be responsible for the cost of transportation and the damage during return process.
SenTeRui will also charge a 20% restocking fee for your return order.
3. If your return requests regarding a result of our error like defective / incorrect item, etc, SenTeRui could send an free replacement to you.
4. The following items are final sale and can not be returned: samples, clearance items and custom orders . Shipping charges are also non-refundable.
5. Once we receive your return, your refund will be processed within 7 business days.
If you would like to return a product, please follow the next guidelines:
Step 1: Contact SenTeRui customer service team together with your order information and return reason by emailing at support@SenTeRui.com before returning a product, we will reply to you with return tips within 24 hours.
Step 2: After receiving confirmation from the team, please be noted the following requirements:
A.Prepare the package with the original receipt and include the order number.
B.The product should be in its original packaging and should not have any damages (except defective products).
C.Please inform the customer service team of the return tracking number so they can initiate the refund process after we receive and check the package.
IMPORTANT – PLEASE READ CAREFULLY
Once a product has been installed, it cannot be returned. SenTeRui is not responsible for product defect or damage, property damage or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of the product. Thoroughly inspect all products before installation as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.
For more information: Contact Customer Care by Email: support@senterui.com
Cancellations
Orders canceled prior to shipping can be canceled without penalty. If you decide to cancel an order, please contact our customer care specialists immediately by support@senterui.com.
Once an order has been loaded and is in route to the shipping address, SenTeRui will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. Any items returned, including canceled orders and refused shipments, are subject to a 20% restocking fee.
Refused Orders
PLEASE DO NOT REFUSE ANY SHIPMENT. If your shipment arrives damaged, contact our customer care center immediately for assistance with getting replacements sent to you. (Please see Damages Policy).
If you refuse to accept an order, SenTeRui will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and returns shipping costs. Any items returned without a return authorization, including canceled orders and refused shipments, are subject to a 20% restocking fee.
SenTeRui Express Return Policy
IMPORTANT INFORMATION – PLEASE READ CAREFULLY
Once tendered, all SenTeRui Express Order sales are final and non-returnable. Damaged or defective merchandise can be exchanged for identical product within 30 days of purchase. The order can be canceled on the same day of purchase only.