Refund policy

Return and Refund Policy

Last updated: 2026-07-02

This policy is designed for a hybrid AI-assisted commerce model and should be reviewed before launch by counsel or a qualified compliance professional.

Overview

Sentience Labs sells digital products, AI-assisted sourcing services, partner-fulfilled products, preorder or made-to-order products, and other physical goods when available. This policy explains how returns, cancellations, delays, and refunds are handled by fulfillment type.

Because each product may have different fulfillment requirements, the product page, checkout, order confirmation, and this policy should be read together. If a product page provides a more specific return or cancellation term that is lawful and customer-protective, the product-specific term controls.

Eligible physical-product returns

For eligible physical products, you may request a return within 14 days after delivery. Items must be unused, in the same condition received, and in original packaging when reasonably possible.

  • Proof of purchase is required.
  • Return shipping may be the customer’s responsibility unless the return is caused by our error, damage in transit, or a materially incorrect item.
  • Refunds are issued to the original payment method after the returned item is received and inspected.

Items that are not normally returnable

  • Digital products after successful delivery or access, except where required by law or where we fail to deliver the purchased file/service.
  • Personalized, custom, made-to-order, or specially sourced items after production, procurement, or fulfillment begins, unless defective, damaged, or materially different from the approved description.
  • Final-sale items clearly marked as final sale before purchase.
  • Gift cards or store credit, if offered, except where required by law.

Damaged, defective, or incorrect items

Inspect your order when it arrives. If an item is damaged, defective, or materially incorrect, contact us within 7 days of delivery with the order number and photos of the issue. We will review and offer a replacement, repair, refund, or other appropriate resolution.

Preorder and made-to-order cancellations

Preorder and made-to-order products can usually be cancelled for a full refund before production, procurement, or fulfillment begins. Once production or procurement begins, cancellation may be limited or unavailable unless the item is delayed beyond the revised timeline, defective, damaged, or materially different from what was promised.

AI-sourced orders

For AI-sourced orders, Senti may help identify options that match the customer’s brief. Unless the product page says otherwise, Senti will not approve a material substitution or purchase above the approved budget without customer confirmation. Sourcing or brief fees may become non-refundable after work begins, but product funds remain subject to the order-specific approval, cancellation, and delay terms.

Digital products and service briefs

Digital products and Senti-generated briefs are generally delivered electronically. Because they are accessible immediately or shortly after purchase, they are not normally returnable once delivered. If you cannot access a purchased digital item, receive the wrong file, or experience a technical delivery issue, contact us and we will help resolve it.

Shipping delays and cancellation rights

If we cannot ship a physical order within the advertised or promised time, we will provide an updated estimated ship date and explain your cancellation or refund options. If no shipping time is stated, we use a 30-day default expectation for physical merchandise unless the product is clearly identified as preorder, made-to-order, AI-sourced, or otherwise delayed before purchase.

How to start a return or refund request

  1. Contact us at support@sentiencelabs.app with your order number.
  2. Tell us whether the request concerns a return, cancellation, damaged item, delay, duplicate order, or digital-delivery issue.
  3. Do not send items back until we provide return instructions.

Refund timing

After a refund is approved, refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the refund appears.

Contact

Questions can be sent to support@sentiencelabs.app or through the Contact page at https://sentiencelabs.app">https://sentiencelabs.app/pages/contact.