退款政策

 

RETURN & REFUND POLICY SENTO MODO

Last updated: February 2, 2026

At Sento Modo, we strive to ensure you're satisfied with your purchase. Because all our products are made to order and personalised (print-on-demand), specific conditions apply to returns and refunds.

1. IMPORTANT: PERSONALISED PRODUCTS

All Sento Modo products are made especially for you after your order is placed. This means that:

  • Products are not kept in stock
  • Each item is uniquely produced for you
  • Standard return rights do not apply to personalised products

2. LEGAL RIGHT OF WITHDRAWAL

Under Dutch law, you normally have a 14-day cooling-off period after receiving a product. However, this right of withdrawal is excluded for:

  • Products made to order or according to customer specifications
  • Sealed products that have been opened after delivery
  • Products that, due to their personal nature, are not suitable for return

Because all our products are personalised with unique designs, unfortunately you cannot exercise the standard right of withdrawal if you simply changed your mind or no longer like the design.

3. WHEN CAN YOU RETURN?

You can return a product and receive a refund or replacement in the following cases:

A. PRODUCTION ERROR OR DEFECT

  • The product has a manufacturing defect (e.g. incorrect print, damaged print, broken stitching)
  • The material is defective
  • The product does not match the product description

B. WRONG ORDER

  • You received the wrong product
  • The wrong size or colour was delivered (not the variant you ordered)
  • Items are missing from your order

C. DAMAGE DURING SHIPPING

  • The product arrived damaged
  • The packaging was so damaged that the product is unusable

4. NOT CONSIDERED A DEFECT

The following are NOT considered defects and do not entitle you to a return:

  • Minor variations in colour display (screens show colours differently than in reality)
  • Slight differences in print position (a 2–3 cm difference is normal with print-on-demand)
  • Natural texture variations in the material
  • Minor imperfections inherent to the printing process
  • Products that have slightly faded after being washed according to care instructions

5. HOW TO FILE A COMPLAINT?

If you believe your product is defective or incorrect, follow these steps:

STEP 1: Report your complaint within 30 days of receipt via info@sentomodo.com

STEP 2: Include in your email:

  • Your order number (found in your order confirmation)
  • A clear description of the issue
  • At least 2–3 clear photos of:
    • The entire product
    • A close-up of the defect
    • The label/size tag (if relevant)

STEP 3: Wait for our response We will assess your complaint within 3–5 business days and let you know whether it is approved.

6. WHAT HAPPENS AFTER APPROVAL?

If your complaint is approved, you have two options:

OPTION A: REPLACEMENT

  • We will send you a new, correct product free of charge
  • You usually do not need to return the defective product (unless we specifically request it)
  • Production + shipping takes 2–7 business days + delivery time

OPTION B: REFUND

  • You will receive a full refund of the product price
  • Original shipping costs are only refunded in the case of our error
  • Refunds are processed within 14 days of approval
  • Money will be returned to the account used for payment

7. RETURNING A PRODUCT (if required)

If we ask you to return the product:

  • We will send you a return label (in case of production error — no cost to you)
  • Or you cover the shipping costs yourself (in other cases)
  • Send the product unused and in its original packaging
  • Do not use any cleaning or washing agents on the product
  • Include your order number inside the package

The return address will be provided after your complaint is approved.

8. NO RIGHT TO RETURN

You are NOT entitled to a return or refund if:

  • You simply changed your mind
  • You no longer like the design (while it was printed correctly)
  • You ordered the wrong size
  • The product was not cared for according to the care instructions
  • The product has been worn, washed, or damaged through personal use
  • You waited more than 30 days to report a defect

9. CARE INSTRUCTIONS

To ensure your product lasts as long as possible:

  • Wash inside out at a maximum of 30°C
  • Do not use bleach or solvents
  • Do not tumble dry
  • Do not iron over the print
  • Hang to dry

Failure to follow these instructions may result in damage and will void the warranty.

10. ANIME-INSPIRED DESIGNS

All Sento Modo designs and logos are INSPIRED by anime styles, fighting movements, and anime aesthetics. This means:

  • They are NOT literal copies of existing anime characters
  • They are NOT direct reproductions of existing brands
  • They are original artistic interpretations of the fighting spirit and anime culture

We respect intellectual property rights and take this very seriously.

REPORT A CONCERN: If you believe a design infringes on intellectual property rights or is otherwise inappropriate:

  • Send an email to info@sentomodo.com
  • Specify which product/design it concerns
  • Explain why you believe there is an issue
  • We take every report seriously and will remove the relevant product if necessary

11. FREQUENTLY ASKED QUESTIONS

Q: Can I exchange for a different size? A: Unfortunately this is not possible, as each product is made to order. You are welcome to place a new order in the correct size.

Q: How long does it take to get my money back? A: After your return is approved, we process the refund within 14 days. It may then take an additional 3–5 business days for the funds to appear in your account.

Q: Who pays for return shipping? A: In case of a production error or our mistake: we pay. If you ordered incorrectly: you pay.

Q: Can I cancel after placing an order? A: Because production begins immediately after your order is placed, we can only cancel if production has not yet started. Please contact us as soon as possible.

12. CONTACT

Do you have questions about our return policy or would you like to request a return?

Email: info@sentomodo.com Always include your order number.

We aim to respond within 3–5 business days.

Company details: Sento Modo KvK: 83863214 VAT: NL003883543B02 Angstel, Rotterdam, Netherlands

Last updated: February 2, 2026