Returns & Refunds
How to prepare a return or refund enquiry and what must be confirmed before purchase.
Current returns status
Adding an item to a bag does not complete a purchase or create a refund transaction. For a purchase made directly from Sentinel or another retailer, contact the seller using the terms that applied to that purchase.
Confirm the return terms before paying
Sentinel must publish its actual change-of-mind and cancellation rules, any permitted exclusions, return period, return destination, packaging/condition requirements and who pays return transport. Faulty, damaged, incorrect and unwanted items must be distinguished. This page does not invent a return window, a restocking fee or a blanket “no refunds” rule.
Nothing here is intended to limit rights or remedies that cannot lawfully be excluded.
Preparing a return enquiry
- Contact the seller with your receipt or purchase reference, exact SKU/model and a description of the issue.
- Include helpful photographs where appropriate and ask for written return instructions and the agreed return address.
- Before handing over a device, back up your data and ask about personal-data removal, accounts and activation locks. Preserve any information needed to diagnose a fault.
- Keep proof of handover or postage and the merchant’s confirmation.
Obtain the confirmed return address from the seller before shipping a device.
Refunds, exchanges and assessment
For an accepted claim, the merchant should confirm whether the outcome is assessment, repair, replacement, exchange or refund, together with the applicable timescale, payment method and any transport costs. Refund processing time and eligibility remain unconfirmed until Sentinel publishes its final policy. A warranty assessment does not by itself remove other applicable remedies.
See Warranty & Repairs or Contact & Support.