Complaints

We provide an option of collective return of defective products, collected from several recent orders whose defects have been noticed before being sold to the consumer. Always remember to comply with the warranty period of product that you purchased the earliest. The faulty goods should be sent no later than 3 months after the first product defects has been found. Complaints should be submitted via the RMA Department, no earlier than a moment before returning the products. It is recommended to send the faulty products back minimum two weeks before the planned date of placing a new order.

To file complaints you should use the RMA Complaints Department, which is available after logging into the Sentiell website and is located in the Your Account tab. Using another method of complaint and/or failure to submit proper documentation may result delays in issuing of decision.

One complaint in the RMA may relate only to one product. This is due to the fact that each product must be examined individually and then opinion is given.

Remember! When you make a complaint in RMA Department, you have to indicate a product code and order number from which the particular product comes. Moreover, when you’re preparing a parcel, insert a note with complaint number or order number and product code into the parcel or print a complaint form for us.

If a product, which had been sold, have revealed a hidden defect, and you have received a complaint from your consumer, remember, it’s up to you to make a decision about this complaint and to inform your consumer within 14 days. If, in your opinion, the product complaint is very likely to be accepted by Sentiell Wholesale, we recommend offering consumers an opportunity to exchange a product for another, free from defects, or returning money on your own. These products can be sent back collectively, as long as the type of damage is covered by warranty.

The guarantee does not cover:

If you receive a positive response to your complaint, we usually reimburse the costs of the product into your balance in the Sentiell Wholesale Store for reuse. However, this involves issuing additional documents, corrective invoices for each order from which the faulty product comes. If you want to avoid issuing unnecessary documents, after having examined the complaint, we can offer you an exchange for products free of defects. We will ship these products with a subsequent order. The exchange option is only possible if the product has been sent back within three months from the date of purchase. Return defective products after that date may result in the product being out of stock.

Complaints submitted to Sentiell after the end of the guarantee period or not accepted as valid may result in an additional fee associated with returning the goods to the client, such a return shall be made only at the express request of the client. Otherwise, Sentiell shall retain the product, and the client's account shall be reimbursed for the actual value of the silver used to produce the product calculated on the basis of prices on the stock market.