Return and Refund
Important Notice: iSentrol ships products worldwide. Due to the nature of international shipping, return shipping costs are the responsibility of the customer in all cases. Please review this policy carefully before placing your order.
1. Return Eligibility
We accept returns under the following conditions:
- The product is received within 30 days of the delivery date.
- The product is in its original condition, unused, and in the original packaging.
- The product is not a customized or special-order item.
- The return request is initiated through our customer service channel with a valid order number.
2. Non-Returnable Items
The following items cannot be returned:
- Products that have been used, installed, or damaged by the customer.
- Customized or made-to-order products.
- Products without original packaging or missing accessories.
- Products damaged due to improper handling or storage by the customer.
- Returns requested after the 30-day return window.
3. Return Shipping Costs
Customer Responsibility: As an international e-commerce platform serving customers worldwide, all return shipping costs are borne by the customer. This includes shipping fees, customs duties, taxes, and any other related charges associated with returning the product to our facility in China.
Before initiating a return, please consider the following:
- International return shipping can be costly depending on your location.
- You are responsible for properly packaging the item to prevent damage during transit.
- We recommend using a trackable shipping service and purchasing shipping insurance.
- iSentrol is not responsible for items lost or damaged during return shipping.
4. Return Process
1
Contact Customer Service
with order details
with order details
2
Receive Return
Authorization (RA)
Authorization (RA)
3
Ship Product Back
(Customer pays shipping)
(Customer pays shipping)
4
Inspection &
Refund Processing
Refund Processing
5. Refund Policy
- Refunds will be issued to the original payment method within 5-10 business days after we receive and inspect the returned item.
- The refund amount will be the product price minus any applicable fees. Original shipping costs are non-refundable.
- If the product is received damaged due to improper packaging by the customer, a partial refund or no refund may be issued.
- For defective products confirmed by our quality inspection team, a full refund including original shipping costs will be provided.
6. Defective or Incorrect Products
Our Commitment: If you receive a defective or incorrect product, please contact us within 7 days of delivery with photos or videos as evidence. After verification, we will offer one of the following solutions:
- Full refund (including original shipping costs)
- Replacement product shipped at no additional cost
- Partial refund based on the defect severity
7. Contact Information
For return and refund inquiries, please contact us:
- Email: woolf@isentrol.com
- Phone: +86-13001715332
- Address: Unit 5, No.21-1 Shanghai Street, Zhonggong Town, Licheng District, Jinan City, Shandong Province, China
8. Policy Updates
iSentrol reserves the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated effective date.
Effective Date: June 18, 2026