Frequently Asked Questions
You can find out answers to common questions about Sensio's products and services in the sections below.
Are Sensio products easy to use?
Yes! As part of our constant innovation we work towards ensuring our products are as easy to use as possible. Sensio products operate primarily on a ‘plug and play’ basis meaning installation and operation are user friendly.
Are Sensio products compatible with other Manufacturers?
Please note, that we do not test our products for compatibility with those of other manufacturers, and as such we can only guarantee that our products will work with other products and accessories within the Sensio range.
Are Sensio lights dimmable?
Some of the Sensio range of Lighting is dimmable, please see individual product information, and look for the "Dimmable" icon.
Please note however, that we do not test our products for compatibility with those of other manufacturers, and as such we can only guarantee that our dimmable lights will work with our own range of dimmers and sensors.
What is the product guarantee?
We offer a guarantee, of up to 5 years, (2 years for Bathroom Products) on our product electrical components from the date of purchase (please see the specific product detail page for more information).The guarantee covers all electronic components, including LEDs, shaver sockets, sensors, LED drivers, ballasts and demister pads, but excludes fluorescent lamps. We also provide a 12 month guarantee on all mirror glass. This excludes accidental damage and care should be taken to ensure your bathroom is well ventilated and the mirror surface is kept clean using appropriate glass cleaning products only.
Please contact a member of our customer service team on 01977 522 020 or by email at email@example.com if you experience a fault with your item. We will immediately assist to identify the fault and will then send the appropriate replacement item to you, free of charge. If you choose to employ an electrician or other tradesperson to replace / refit the item, any cost incurred will be at your own expense.
Please note that we will only arrange one collection of a faulty item. We will endeavour to arrange the collection at your convenience and will confirm a particular day, Monday to Friday, between the hours of 9am and 5pm. If for whatever reason the collection is unsuccessful the item will subsequently need to be returned to us at your own expense.
Quality and Peace of Mind
Sensio pride ourselves on ensuring our rigorous quality check process results in products that instil confidence in their user and a returning loyalty for our brand. With a product return rate of merely 0.02% our products create a firm reputation of trust.
In addition to this, Sensio offer a comprehensive after care department available at a moment notice. Giving both you and your company the peace of mind that in the unlikely event you need replacements, we’ll resolve and rectify all requirements swiftly.
Where can I find the product energy certificates?
We provide all product energy certificates on our website, just search for the item you are looking for and scroll to specification.
How to buy
Can I buy online?
Only if you have an account with Sensio.
If you have an account with Sensio you will be supplied with unique login details to access your account. Here you can place new orders, progress deliveries, check invoices, download hi-res images and more.
I'm a consumer, where can I purchase your products?
Sensio products are available from lots of different suppliers, if you put the product code in google it will show you where you could purchase from.
What Does MOV mean?
Sensio have an MOV of £150.00 ex vat - this means we can't process a new order that is less than £150.00.
Apply for a Sensio Trade Account
To open an account you need to contact Sales through firstname.lastname@example.org
I want to exchange and item
If agreed for return the unwanted item will be refunded minus a 25% administration fee. We require you to return the unwanted item to us and in writing send the details of the replacement item required. Return postage costs are at your expense and are non-refundable.
I have received a damaged item
All items should be checked immediately on receipt and we should be notified of any damages within 5 working days of receipt of the goods. Contact our Customer Service Team by telephone or email to report damages. We will aim to resolve any issue with a damaged item as soon as possible.
How will my damaged item be replaced?
Once you have notified us of a damaged item (please note we may require photographic evidence) a member of our Customer Service Team will contact you. On most occasions the damaged item will be immediately replaced. We may wish to collect the damaged item from you.
The item delivered is incorrect or parts are missing from my order
In the unlikely event that you receive an incorrect item or have parts missing from your delivery please notify a member of our Customer Service Team within 48 hours of receipt at email@example.com or by calling 01977 522020
I have a fault with my item
We offer a guarantee on all fittings (excluding interchangeable lamps/bulbs). In the rare event that you experience a problem or fault with a product please contact firstname.lastname@example.org including the item in question, nature of the fault and where and when the item was purchased, and we will endeavour to resolve your issue as quickly as possible. Please see our Terms and Conditions for full details.
How long will it take for a replacement product to be sent?
We endeavour to process all returns (which include a Sensio returns form) within 5 working days of receipt. If the replacement goods are required urgently please advise our Customer Service department, in this case, replacement goods will be dispatched at the customers normal price and a full credit will be issued once the faulty goods have been received and confirmed as faulty..
How do I return an unsuitable item?
Complete a returns request forn send it to email@example.com. Once the return has been processed, you will be provided with a unique returns number. Please ensure this number is added to your returns form and is quoted on any future correspondence. This returns form must be included in the box with the item(s) to be returned.
How long will it take to process my return?
We endeavour to process all returns (which include the provided Sensio returns form) within 5 working days of receipt.
I require replacement goods urgently, what can you do?
If the replacement goods are required urgently please advise our Customer Service department, in this case, replacement goods will be dispatched at the customers normal price and a full credit will be issued once the faulty goods have been received and confirmed as faulty.
What if I don't want my goods or have ordered surplus stock?
Sensio Ltd must agree to the item(s) being returned first of all. When the items are returned, a 25% administration charge will be applied to the value of the returned goods. The goods must be in a resalable condition in order to receive a credit. The cost of returning the goods is to be covered by the customer.
We offer Free delivery, usually within 3 working days, Monday to Friday, to UK Mainland destinations for all orders over £250.00 placed before 2pm. A charge of £9.95 + VAT for carriage and handling will be added to all invoices on orders of under £250.00 ex VAT for deliveries within the United Kingdom mainland only.
Channel Islands, Isle of Man, Scottish Highlands and Eire will incur a separate delivery charge, determined by the destination and weight of the total order. Any dates quoted by the seller for the delivery of goods are approximate and do not form part of the contract. We do not offer delivery to other International locations.
When will the courier deliver my parcel?
Our courier will deliver your parcel between 8am and 5pm (Mon-Fri). A signature will be required on receipt of the goods. You will be able to use our courier's online tracking facility to view the delivery status of your order. It is possible to request a Saturday delivery or next day delivery before 10am or 12pm, for pricing and to arrange please contact our Customer Service Team.
I have received a faulty item
We pride ourselves on delivering top quality products and aim to achieve complete customer satisfaction. If you have a fault with an item, please let us know straight away by contacting our Customer Service Team by telephone or email. We aim to resolve any issue with a faulty item as soon as you make us aware of it. Please send all of the details to firstname.lastname@example.org
Please be aware we will need to the following information:
- Proof of purchase
- Exact nature of fault
- Rough date of when the product went faulty
- Batch number / PO number on the product
- Delivery / collection address
The item I have received is incorrect or an item is missing
In the unlikely event that an item has been dispatched incorrectly or you have a product missing please contact our Customer Service Team by telephone. We will ensure the issue is resolved as soon as possible. Please email all of the details to email@example.com
Can you deliver to a different address?
We recognise that it is important for you to receive your item when and where it is most convenient for you. On our checkout page there is an option for you to enter a different delivery address.