Returns and Exchange
How to return an item
Request a return within 14 calendar days. Day one is the day after delivery. We accept returns for faulty, damaged or wrong items. For in-stock products, we also accept change-of-mind returns when the item remains brand new, sealed and in the same condition in which it was shipped.
Request a return
Use the form below within the return window for an in-stock faulty, damaged or wrong item, or an Available-to-order wrong item. For an Available-to-order item that arrives faulty or damaged, contact us by email within the window with your order number and issue. For an in-stock change-of-mind return, contact us by email within the window with your order number and confirm that the item is still brand new and sealed. We will send return instructions.
Pack the item securely
After we send return instructions, protect the item for transit and include the parts and accessories you received. For a change-of-mind return, the item must remain brand new and sealed, in the same condition in which it was shipped.
Label the parcel
Use the return details in our instructions so we can match the parcel to your request.
Send the item back
Follow the approved carrier and address instructions we send you. Subsensor pays return shipping for faulty, damaged or wrong items. You pay return shipping for a change-of-mind return.
Before you send your return
Wait for our return instructions. Pack the item safely and include any parts and accessories you received. For a change-of-mind return, keep the item sealed and in its original shipped condition.
Return terms
- Request a return within 14 calendar days. Day one is the day after delivery.
- If you discover a fault after this request window, contact support with your order number so we can review any applicable warranty or other rights.
- We pay return shipping when the item is returned because of our fault, including a faulty, damaged or wrong item. Use the return method we approve.
- A change-of-mind return of an in-stock product is eligible only if the item remains brand new, sealed and in the same condition in which it was shipped. You pay the return shipping for this type of return. We do not charge a restocking fee.
- Available-to-order items that arrive faulty or damaged are covered by the same 14-day return window, with return shipping paid by Subsensor. Contact us by email for these requests. Ordinary change-of-mind returns are not available for Available-to-order items.
- We inspect the item when it arrives and check the order details and serial number where applicable.
- For an eligible refund, we ask for your bank account details and process the bank transfer within 48 hours after the returned item reaches us.
- You can request an exchange instead. If you choose a higher-priced replacement, we will tell you the difference before proceeding.
What to include in your request
- Your order number and contact details.
- The reason for your request: fault, damage, wrong item or change of mind.
- If you have photos of a faulty, damaged or wrong item and its packaging, include them when you contact us by email with your order number. These help us arrange the return.
- Your preferred outcome: refund or exchange.
Request a return
Required fields are marked with an asterisk.