Refund policy
This English translation is provided for convenience only. The French version is the only legally binding version.
Three different protections may apply to your order. They add up and do not replace one another. Here is which one to use, and when. The right of withdrawal and the legal guarantee of conformity apply if you reside in the European Union; if you reside in the United States or Canada, see section 5.
| Right of withdrawal (EU) | Satisfaction guarantee | Legal guarantee of conformity (EU) | |
|---|---|---|---|
| Nature | Legal right | Commercial gesture by Sentia | Legal right |
| Time limit | 14 calendar days after receipt | 30 days after receipt | 2 years after delivery |
| Reason required | None | None | A lack of conformity |
| Return costs | Paid by you | Paid by you | Paid by us |
| Legal basis | Art. VI.47 et seq. of the Belgian Code of Economic Law | Contractual commitment by Sentia | Art. 1649bis et seq. of the former Belgian Civil Code |
1. Legal right of withdrawal — 14 days (European Union)
If you reside in the European Union, you have 14 calendar days from receipt of your order to change your mind, without having to give any reason.
How to exercise it. Send an email to contact@sentia.run stating your order number and your wish to withdraw. You may use the model form annexed to our terms and conditions of sale, but this is not mandatory. We acknowledge receipt of your request and send you the return address.
Sending the product back. You have a further 14 days after your notification to send the product back to us. Do not send anything before you have received our return address. Keep your proof of shipment.
Return costs. ⚠️ The direct cost of returning the product is paid by you (Article VI.51 of the Belgian Code of Economic Law). We do not provide a prepaid return label in this case. The cost depends on your country and the carrier chosen.
Condition of the product. You may try the product as you would in a shop. However, if the product has been used beyond what is necessary to establish its nature and proper functioning — for example worn on a run, washed, marked or damaged — we may deduct from your refund an amount corresponding to the loss in value, and we will share the calculation with you.
Refund. We refund all sums received, including the initial delivery costs, no later than 14 days after receiving your notification, using the same means of payment. We may withhold the refund until we have received the product or your proof of shipment, whichever comes first.
Partial withdrawal. If you return only part of your order and this means it no longer qualifies for a basket-based discount, the refund is recalculated so that the items you keep are charged at the price that would have applied to them on their own. We will share the details of the calculation with you.
When the right of withdrawal does not apply. In accordance with Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal cannot be exercised for a product sealed for hygiene reasons whose seal has been broken after delivery. This exception applies only if the product was actually delivered sealed. If you wish to keep your right of withdrawal for a water bladder delivered sealed, do not break the seal.
2. Sentia satisfaction guarantee — 30 days
Beyond the 14 legal days applicable in the European Union, and up to the 30th day after receipt, we refund you if the product is not right for you — comfort, fit, or simply not being satisfied.
This commercial guarantee is in addition to your legal rights and does not affect them in any way. If you reside in the European Union, you retain, free of charge and in all circumstances, your 14-day right of withdrawal and your 2-year legal guarantee of conformity. If you reside in the United States or Canada, you retain the rights conferred on you by the mandatory provisions of your place of residence.
Guarantor, duration and scope. Guarantee offered by Romain Mayné (Sentia), Rue de Clairvaux 40/2, 1348 Ottignies-Louvain-la-Neuve, Belgium, for 30 calendar days from receipt, in all the countries we deliver to.
Conditions. An email to contact@sentia.run with your order number. The product must be returned complete. Return costs are paid by you, whatever your country of residence; the cost depends on your country and the carrier. The guarantee applies to one item per product reference per customer. It does not cover a product damaged by clearly abnormal use.
Refund. Within 5 to 10 business days of receipt of the returned product or of your proof of shipment, using the same means of payment.
3. Defective, damaged or non-conforming product
We pay, in every case and whatever your country of residence.
Write immediately to contact@sentia.run with your order number and photographs. We will send you a replacement product or refund you in full, with return and reshipping costs paid by us.
The risk of transport lies with us until you take physical possession of the parcel (Article VI.44 of the Belgian Code of Economic Law): a parcel lost, stolen or damaged in transit is our responsibility, not yours.
4. Legal guarantee of conformity — 2 years (European Union)
If you reside in the European Union, your products benefit from the two-year legal guarantee of conformity from delivery, provided for by Articles 1649bis et seq. of the former Belgian Civil Code (Act of 20 March 2022 transposing Directive (EU) 2019/771).
What this means in practice:
- Any defect appearing within two years of delivery is presumed to have existed from the outset. You have nothing to prove; it is up to us to demonstrate otherwise if we dispute it.
- You must notify us of the defect within two months of discovering it. This period runs from the day you discover the defect, not from the day of delivery.
- Your claim becomes time-barred one year after discovery of the defect, but cannot expire before the end of the two-year guarantee.
- You may first request repair or replacement, free of charge. If this remedy is impossible, disproportionate, late, or fails, you may obtain a price reduction or termination of the contract with a refund. You may go straight to termination if the defect is serious enough or if we refuse to act.
- All costs are paid by us: return shipping, labour, parts, reshipping.
What the guarantee does not cover: normal wear and tear, use contrary to the instructions (hot, fizzy, alcoholic, sugary or acidic liquids; exposure to a heat source; machine washing), lack of maintenance, modification or repair by a third party, an accident. During the two-year presumption period, it is up to us to establish that the defect actually results from one of these causes.
5. If you live in the United States or Canada
30-day satisfaction guarantee. The Sentia satisfaction guarantee (section 2) applies to your order from receipt up to the 30th day after receipt, under the same conditions. Return costs are paid by you; the cost depends on your country and the carrier.
Defective, damaged or non-conforming product. We will send you a replacement product or refund you in full, with return and reshipping costs paid by us (section 3).
Your legal rights. Nothing in this policy limits the rights conferred on you by the mandatory consumer protection provisions of your place of residence.
6. How to reach us
contact@sentia.run — we acknowledge receipt and reply within 24 business hours.
If you reside in the European Union and a disagreement persists, you can refer the matter free of charge to the Service de médiation pour le consommateur (Belgian Consumer Mediation Service), Boulevard du Roi Albert II 8 boîte 1, 1000 Bruxelles — https://mediationconsommateur.be — 02 702 52 20. If you live in another European Union country, you can also contact the European Consumer Centre in your country.