Refund policy
RETURNS, REFUNDS & WARRANTY POLICY
Last updated: July 21, 2026
1. Company Information
Company: Gomez y Tudela S.L.
Trading Name: SENA
Registered Address:
Calle Serafín Álvarez Campana 7
11500 El Puerto de Santa María
Cádiz, Spain
Customer Support Email:
soporte.tiendaonline@outlook.es
2. Scope
This Returns, Refunds & Warranty Policy applies to all purchases made through the SENA online store.
This policy applies to customers worldwide. However, if the mandatory consumer protection laws of your country of residence provide you with additional rights, those rights will prevail where required by applicable law.
3. Right of Withdrawal
If you are purchasing as a consumer, you have the right to cancel your order within 15 calendar days of receiving it.
To exercise this right, simply notify us by email at:
soporte.tiendaonline@outlook.es
You are not required to provide a reason for your decision.
4. Return Eligibility
To qualify for a return, the product must:
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be in perfect condition;
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be unused;
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include all accessories;
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be returned in its original packaging whenever reasonably possible;
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show no signs of damage caused by improper use;
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be securely packaged to prevent damage during transit.
Failure to meet these conditions may result in a reduction of the refund amount or, where legally permitted, rejection of the return.
5. How to Request a Return
All return requests must be submitted by email.
Email:
soporte.tiendaonline@outlook.es
Please include:
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your full name;
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your order number;
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the email address used for the purchase;
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the reason for the return (optional when exercising your right of withdrawal);
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clear photographs of the product;
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photographs of the package if it arrived damaged.
Photos are required to help us process your request quickly and verify the condition of the product.
Once your request has been reviewed, SENA will provide return instructions.
Returns sent without prior authorization will not be accepted.
6. Return Shipping Costs
If you are returning an item because you changed your mind, a €4.99 return fee applies.
This cost is the responsibility of the customer.
SENA will cover the return shipping costs if:
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the product arrives damaged;
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you receive the wrong item;
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the issue results from an error made by SENA.
7. Cosmetic Products
For hygiene and health protection reasons, cosmetic products that have been opened, unsealed, or used cannot be returned where this restriction is permitted by applicable law.
This limitation does not affect your statutory rights if the product is defective, damaged during transport, or otherwise fails to conform to applicable consumer protection laws.
8. Damaged, Defective or Incorrect Products
If your order arrives:
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damaged;
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defective;
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incomplete;
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incorrect; or
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damaged during shipping,
please contact us as soon as possible by email and include clear photographs of the issue.
SENA may request additional information where necessary to verify your claim.
Where required by applicable law, you may be entitled to:
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a replacement;
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a repair;
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a refund; or
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any other remedy available under applicable consumer legislation.
9. Inspection of Returned Items
All returned products are inspected before any refund is approved.
Refund approval is subject to the returned product meeting the conditions set out in this policy and applicable law.
10. Refunds
Once we receive and inspect your return, we will notify you by email of the outcome.
If approved, your refund will be issued using the same payment method used for the original purchase.
Approved refunds are typically processed within 10 business days after the return has been approved.
The time required for the funds to appear in your account depends on your bank or payment provider.
11. Lost Orders and Shipping Issues
If your order has not arrived within the estimated delivery timeframe, please contact our Customer Support team.
SENA will open an investigation with the shipping carrier.
While the investigation is ongoing, refunds cannot be issued if there is evidence that the shipment remains in transit.
12. Order Cancellations
Orders may only be cancelled before they have been prepared or shipped.
Once an order has been dispatched, the return procedure described in this policy will apply.
13. Legal Warranty
All products sold by SENA are covered by the statutory warranty applicable in the country where the sale takes place.
The warranty covers manufacturing defects and any lack of conformity existing at the time of delivery.
The warranty does not cover damage resulting from:
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accidental impacts;
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misuse;
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normal wear and tear;
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customer modifications;
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improper handling;
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accidents;
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use contrary to the manufacturer's instructions.
Where appropriate, SENA may provide:
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a replacement;
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a repair;
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a refund; or
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any other remedy required by applicable law.
14. Limitation of Liability
To the fullest extent permitted by law, SENA shall not be liable for:
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damage caused by improper use of the product;
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indirect or consequential losses;
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damage resulting from uses other than those intended by the manufacturer;
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delays caused by shipping carriers, customs authorities, or events beyond our reasonable control.
Nothing in this policy limits or excludes any mandatory consumer rights granted under applicable law.
15. International Sales
SENA ships to numerous countries worldwide.
Import duties, customs charges, taxes, and any other fees imposed by the destination country are the responsibility of the customer where required by local law.
Customers are responsible for checking any import restrictions applicable in their country before placing an order.
16. Fraud and Abuse Prevention
SENA reserves the right to refuse return requests that are clearly fraudulent or abusive, to the extent permitted by applicable law.
Examples may include:
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repeated returns of used products;
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intentional damage or alteration of products;
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providing false information;
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misuse of the statutory right of withdrawal.
Where fraud is reasonably suspected, SENA may request additional information before making a decision.
17. Data Protection
Personal information provided during the returns process will be used solely to process your request and comply with applicable legal obligations, in accordance with our Privacy Policy and relevant data protection laws.
18. Governing Law and Jurisdiction
This policy is governed by the laws of Spain.
Any disputes shall be submitted to the courts having jurisdiction under applicable consumer protection laws.
If you are a consumer, nothing in this policy limits the mandatory rights granted to you under the laws of your country of residence.
19. Contact
If you have any questions regarding returns, refunds, or warranty claims, please contact us exclusively at: