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Frequently Asked Questions

Get the answers you need

You can find out answers to common questions about Sensio's products and services in the sections below. Hopefully, you'll find everything you need to know here but if you'd like further information, you can call us on 01977 522 020 or contact us with your enquiry.

How to Buy

Where can I buy Sensio products?

If you are a retailer you can buy our products via our Partnership network, please see our 'Stockist List' page for details. Alternatively, if you feel you may be eligible for a direct account please complete an application form. Account eligibility is outlined under our terms and conditions. If you are a consumer, then you can buy through this site by adding products to the checkout basket and making payment with your order.

Can I buy online?

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. If you are a consumer you can add products to the checkout basket, and pay for your order.

I'm a consumer, where can I purchase your products?

You can purchase products on this website. Simply select the products you require and add them to the checkout basket, and then proceed to checkout to make payment.

How do I set up a trade account?

Please complete and submit an account application form. This can be found in the How to Buy section of the website. Qualification criteria must be met to be accepted for a direct account, this is specified under our terms and conditions.

Delivery

Has my order been dispatched yet?

As soon as your order is dispatched from our warehouse you will be sent confirmation to the email address you supplied. The email will include your consignment number enabling you to check the progress of your order with our Courier and track delivery.

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.

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.

UK Delivery Charges

All orders must be above £100 to qualify for free delivery. Orders under £100 will incur a delivery charge of £7.50 for Trade Customers, or £5.50 for Consumers. All orders placed before 2pm (Mon-Fri) will be on a 3 working day lead time. In cases of urgency please contact our Customer Service Team to see if we can help further.

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.

How do I know the cost of delivery?

Delivery is free to UK Mainland if the order value is above £100 net. If the order is below £100 net a delivery charge of £7.50 will be applied to trade orders or £5.50 for consumer orders. Further information is located on our Delivery Page however if you require further assistance, please contact our Customer Service Team by telephone or email.

International Delivery Information

For Trade Orders, we can and deliver parcels worldwide with our International Delivery Packages. Please contact our Customer Service Team by email or telephone to obtain a quote for delivery. At this time, we do not accept consumer orders outside the UK.

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.

Returns

Our Returns Policy

Please see our Terms and Conditions for full details on our returns policy.

How do I return an unsuitable item?

Please download a returns request form here. Complete the form and return via email to info@sensio.co.uk. 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 15% 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.

Exchanges and Damages

I want to exchange an item

If agreed for return the unwanted item will be refunded minus a 15% 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 as soon as possible either by phone or email.

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 our Customer Service Team and we will send a replacement part as soon as we are notified. Please see our Terms and Conditions for full details.

How long will it take for a replacement 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.