Refund policy

Return and Refund Policy

You may request a return within 14 days of receiving your order. Before returning any product, please contact our customer service team at info@sesorstudio.com and provide your order number, the product you wish to return, and the reason for the return.

We will review your request and provide the appropriate return instructions according to your order value, product type and country or region.

Return via DHL

Step 1: Contact Us

Before sending a return, contact us at info@sesorstudio.com.

Please provide:

• Your order number
• The product or products you wish to return
• The reason for the return
• Photographs if the product is damaged, defective or incorrectly supplied

Do not return products without first receiving return instructions from us.

Step 2: Prepare the Products

Place the approved return products securely in suitable protective packaging.

All returned products must:

• Be unused and in their original condition
• Have complete, undamaged and unopened retail packaging
• Include all original components, instructions and accessories
• Be in a condition suitable for resale

Please pack the products carefully to prevent damage during return transportation.

Step 3: Customs Documents for Returns from Outside the European Union

For returns sent from outside the European Union, customs documentation may be required.

If instructed by our customer service team, complete three copies of a Pro-Forma Invoice. Place the documents in a transparent document envelope, leave the envelope unsealed for customs inspection, and attach it securely to the outside of the parcel.

The Pro-Forma Invoice should clearly identify the shipment as returned goods and include the original order information.

Customers returning products from within the European Union normally do not need to complete a Pro-Forma Invoice.

Step 4: Send the Return

Unless otherwise agreed in writing, the customer is responsible for arranging and paying for the return shipment.

We recommend returning the parcel using DHL or another reliable carrier with tracking.

DHL returns may be arranged through one of the following methods:

• Drop-off: Take the parcel to a DHL service point. You can find a location at https://locator.dhl.com/
• Pickup: Arrange a pickup at https://mydhl.express.dhl/index/en.html

Please retain the shipping receipt and tracking number until the return and refund have been completed.

Sesor Studio is not responsible for returned parcels that are lost or damaged during return transportation.

Step 5: Inspection and Refund

After receiving the returned products, we will inspect their condition and notify you whether the return has been approved.

If approved, the refund will be issued to the original payment method. The time required for the refunded amount to appear in your account depends on your bank or payment provider.

Return shipping costs, customs duties, import taxes, insurance charges and other third-party service fees are not refundable, except where the returned product is defective, damaged, incorrectly supplied, or where otherwise required by law.

Return Conditions

Products must be returned from the same country or region to which the original order was delivered, unless otherwise agreed with our customer service team.

Products are eligible for return only when they are unused, complete, undamaged, unopened and suitable for resale.

We cannot accept products that:

• Have been used or partially consumed
• Have been opened or tested
• Have damaged, incomplete or missing retail packaging
• Have had a protective seal, hygiene seal or tamper-evident seal removed or damaged
• Have been contaminated, altered or improperly stored
• Are no longer suitable for resale for health, hygiene or safety reasons

Health, Hygiene and Sealed Products

For health protection and hygiene reasons, sealed products cannot be returned once their protective seal or original hygiene packaging has been opened, removed or damaged.

This applies in particular to:

• Food and nutritional supplements
• Skincare and cosmetic products
• Personal care and hygiene products
• Baby feeding and baby care products
• Other sealed products intended for consumption or personal use

This restriction does not affect your statutory rights if a product is defective, damaged, incorrectly supplied, or otherwise not in conformity with the purchase contract.

Damaged, Defective or Incorrect Products

If a product arrives damaged, defective or different from what you ordered, contact us at info@sesorstudio.com as soon as possible.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the outer and inner packaging
• A photograph of the shipping label

After reviewing the information, we will provide an appropriate solution in accordance with applicable law.

Exchanges

We do not offer direct product exchanges.

If you wish to receive a different product, please return the eligible product according to this policy and place a new order separately.

Order Cancellation

Cancellation Before Dispatch

If your order has not yet been processed or dispatched, contact us immediately at info@sesorstudio.com.

We will make reasonable efforts to cancel the order. However, cancellation cannot be guaranteed once processing or dispatch has begun.

14-Day Right of Withdrawal

You may notify us within 14 days of receiving the order that you wish to withdraw from the purchase contract.

The withdrawal notice may be sent by email or post. After notifying us, please return the eligible products within 14 days in accordance with the instructions provided by our customer service team.

The right of withdrawal may not apply to sealed products that are not suitable for return for health protection or hygiene reasons once their seal has been removed, as permitted by applicable law.

Contact

Sesor Studio
Owner: Yu Long
Bongarder Hof 62
41470 Neuss
Germany

Email: info@sesorstudio.com
Telephone / WhatsApp: +49 1766 3084656