Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at secrets@sentient.works. Please note that returns will need to be sent to the following address: Unit 23B Ffrwdgrech Industrial Estate, Workshop 4, Brecon, Powys, LD3 8LA, United Kingdom.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Depending on the circumstances and reason for returning, you may bear the responsibility of paying for the costs of the return.
You can always contact us for any return question at secrets@sentient.works.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellations
For cancellations of complete bikes or frame kits, we will charge a 15% restocking fee of the bikes cost if the bike has been unpacked or assembled upon cancellation.
For Titanium On Demand orders we will be charging a 30% cancellation fee for any order cancelled after the the end of the On Demand ordering period.
For Pre-Order sales we will charge a 10% cancellation fee for any order cancelled after the item has been shipped to us. If you have received a pre-order item and wish to return it then the normal 15% restocking fee will apply.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at secrets@sentient.works.
Some points of attention before returning
- Use the original shipment-box/packaging the products were packed with or use a new one. The person returning the item is responsible for using any protective packaging required to prevent any damage to the items in transit back to us. Do not ship a product without, and do not stick any shipment labels directly onto the product.
- If you are unsure about how to package and return the item(s) to us, then please contact us for guidance by emailing secrets@sentient.works
- In case of wear, missing accessories or missing/damaged packages, you will not be entitled to the full purchase amount.
- Bring your product to the post office or to our store.
- Make sure that you receive a track & trace code when shipping, we are not responsible for lost shipments without a track & trace code.
- Once we have processed your return, you will receive an email from us. In busy periods, this may take longer.
Note: If you have gone through the 30 day period, it is no longer possible to send your product back. Unless it is a warranty case.
