Refund policy

Return and Refund Policy

Last updated: 2026-07-04

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 and may later sell 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.

Digital products are final sale

All digital product sales are final once the purchased file, ZIP, link, brief, report, guide, sourcebook, prompt pack, template, workbook, or other digital asset has been made available, accessed, opened, viewed, or downloaded. Digital products are not eligible for returns, exchanges, purchase-option cancellations, remorse refunds, or compatibility refunds after successful delivery, except where required by applicable law or where Sentience Labs fails to provide the purchased digital asset.

Current digital products generally include 2 downloads per purchase unless a product page states otherwise. A digital download, link opening, file access, preview, or other use of the delivered digital product may count as access to the product. Because delivered digital products can be copied, retained, viewed, or used immediately, successfully delivered digital products are treated as used and non-returnable.

Digital access issues

If you cannot access a purchased digital item, receive the wrong file, lose access because of a system error, or experience a Shopify Digital Downloads app, checkout page, order status page, email-link, browser, connection, or download-limit issue before you can use your included downloads, contact us promptly so we can review the access record and support path. Our support response may include troubleshooting, re-sending access, reactivating access, replacing an incorrect file, or another appropriate delivery correction.

If practical, screen record the issue and email support@sentiencelabs.ai with your order number, product name, checkout email, approximate time, device/browser, and error message. Do not include passwords, full payment card details, private security codes, government ID numbers, or unnecessary personal information.

Digital products have no physical returns

Digital products are not shipped as physical merchandise and do not have a return shipping process. Do not mail, upload, or attempt to return downloaded files, screenshots, exported copies, templates, ZIP files, or other digital product materials unless support specifically asks for a limited diagnostic sample.

Digital purchase-option cancellations

Digital products are sold as one-time purchases unless a product page, checkout, or purchase option clearly says otherwise. For one-time digital product purchases, there is no subscription, recurring purchase option, or post-delivery purchase-option cancellation right. If a recurring subscription or deferred purchase option is introduced later, it must have separate pre-purchase disclosure and cancellation terms.

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, access, opening, viewing, or download, except where required by law or where we fail to deliver the purchased file, link, or 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 physical items

Inspect physical orders when they arrive. If a physical 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 physical 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 physical 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.

Professional and AI-assisted product boundaries

Digital products may be created by Sentience Labs using professional/domain experience, publicly available educational and industry frameworks, product research, quality review, and AI-assisted drafting or refinement. Unless a product page states otherwise in writing, they are not affiliated with, sponsored by, endorsed by, certified by, or formally reviewed by any university, employer, professional association, regulator, platform, public figure, or third-party institution. Digital products are templates, workflow aids, examples, checklists, briefs, or educational/operational resources, not professional advice or a guarantee of compliance or results in any jurisdiction.

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 contact support

Contact us at support@sentiencelabs.ai with your order number.
Tell us whether the request concerns a digital delivery issue, duplicate order, damaged physical item, delayed physical shipment, or other support issue.
Do not send physical items back until we provide return instructions.

Refund timing

If a refund is required by law or approved under this policy, it is issued to the original payment method. Your bank or payment provider may require additional processing time before the refund appears.