Refund policy

At Sena Kai, every piece is designed with intention and carefully prepared in our Bali studio before it reaches you. We understand that sometimes an item may not feel quite right once it arrives. When that happens, we want you to feel supported, informed, and cared for.

Please read the information below for our return and refund process.

How to Request a Return

If you wish to request a return, please contact us at support@senakai.co within 7 days of receiving your order.

Our team will review your request and, if approved, provide detailed return instructions to ensure a smooth process.

Refund & Re-Purchase Policy

Sena Kai operates on a refund-only policy. We do not offer direct exchanges.

If you would like a different colour or style, please complete a return for your original purchase and place a new order through our website once your refund is approved, subject to item availability.

Refund Eligibility

To be eligible for a refund, all of the following conditions must be met:

  • Refund requests must be submitted within 7 days of delivery

  • Items must be unused, in original condition, with all original packaging and accessories included

  • All returned items are inspected upon arrival at our Bali warehouse

  • Approved refunds are processed within 5–7 business days after inspection

  • Original shipping fees are non-refundable

  • Sale or final-sale items are not eligible for return

International Orders

Our warehouse is located in Bali, Indonesia. International returns must re-enter Indonesia and clear customs, which may involve duties, taxes, and clearance fees imposed by local authorities.

For international returns, please note:

  • Return shipping is arranged and covered by the customer

  • Any customs duties, taxes, or clearance fees incurred upon re-entry are the customer’s responsibility

  • If Sena Kai covers these fees on arrival, they will be deducted from the refund amount

We strongly recommend using a reliable and trackable shipping service.
Refunds are issued only after the item has arrived, cleared customs, and passed inspection.

Local Orders (Within Indonesia)

For orders shipped within Indonesia:

  • Refund requests are accepted within 7 days of delivery

  • Items must be unused and in original condition

  • Return shipping costs may apply unless the item is damaged or incorrect

Refunds are processed promptly after inspection.

Damaged, Defective, or Incorrect Items

Each Sena Kai piece is thoughtfully crafted and carefully checked, with elements of handwork involved at every stage. While rare, we understand that issues may occasionally occur.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photos or a short video.

Once reviewed, we will offer:

  • A full refund, or

  • A replacement, if available

Our team will guide you through the process with care and attention.

A Gentle Note

We strive to provide accurate descriptions, detailed images, and clear measurements to help you choose with confidence. If you have any questions about materials, sizing, or care before placing an order, we’re always happy to assist.

You may reach us anytime at support@senakai.co.

Thank you for choosing Sena Kai.
We truly appreciate your trust and are grateful to be part of your journey.

Sena Kai Team