Sentio Gear is operated by Concept Odense B.V.
Gravin Juliana van Stolberglaan 31, 2263 AB Leidschendam, The Netherlands
Chamber of Commerce (KvK): 96816031 · VAT: NL867774125B01
Email: support@sentiogear.com · Phone: +31 6 45134089 (Mon to Fri, 09:00 to 18:00 CET)
Accepted currencies
Prices in our store are displayed and charged in EUR (€) or RON (lei), depending on your delivery country. The currency shown at checkout is the currency you will be charged in; there is no manual currency conversion needed on your part.
Accepted payment methods
We use Shopify Payments and trusted third-party providers to process your payment securely. At checkout you can pay with:
- Cards: Visa, Mastercard, Maestro, American Express
- Digital wallets: Apple Pay, Google Pay, Shop Pay
Available payment methods may vary slightly depending on your device and delivery country.
Payment security
All payments are processed over an encrypted (SSL/TLS) connection via Shopify Payments and our payment partners. Card payments are protected by 3D Secure authentication where supported by your bank, and all providers we use are certified to the PCI-DSS (Payment Card Industry Data Security Standard). We never see or store your full card details.
When you are charged
Payment is authorised and charged at the moment you complete checkout. Your order is only processed once payment has been successfully received.
Prices and VAT
All prices shown in our store are exclusive of VAT, customs duties, and import taxes, in local currency. Orders are shipped on a Delivered Duty Unpaid (DDU) / Delivered At Place (DAP) basis: Import VAT, customs duties, and clearance fees are not included in the price and are collected from you (the customer) by the carrier or customs authority upon delivery. Any shipping costs are shown clearly at checkout before you confirm your payment.
Failed or declined payments
If your payment is declined, this can have several causes:
- Card limit reached or insufficient balance.
- Incorrect card details (number, expiry date, CVV).
- 3D Secure authentication not completed or expired.
- Card not enabled for remote or international purchases.
- Temporary block by your bank for security reasons.
What to do:
- Double-check the details you entered and try again.
- Try a different payment method (another card, Apple Pay, Google Pay, etc.).
- Contact your bank if the problem persists.
- If nothing works, email us at support@sentiogear.com with a screenshot of the error message. Our team will help you complete your order.
Changing your payment method after ordering
Fraud Prevention
To protect our customers and our business against fraudulent activity, all orders are automatically screened using Shopify's fraud analysis tools and, where relevant, additional third-party verification services. Orders that our system flags as potentially high-risk may require extra verification before they are shipped, such as confirming your billing details or providing a partial image of your payment card and a form of photo ID (with sensitive details covered).
If we are unable to verify a flagged order, we reserve the right to cancel it and issue a full refund to the original payment method. This process exists to protect you and prevent unauthorised use of payment cards.
Chargebacks and Payment Disputes
If you have an issue with your order, please contact us first at support@sentiogear.com so we can find a fast and fair solution. Initiating a chargeback with your bank for a return or refund request is not the correct procedure and can delay resolution — please see our Refund Policy for how returns and refunds are handled.
When we receive notice of a chargeback from a card issuer or bank, we review the dispute and submit the relevant evidence (order details, proof of delivery, tracking information and any correspondence) within the timeframe set by the card issuer, who then makes the final decision.
Subscriptions or Recurring Payments
Sentio Gear does not currently offer subscription-based products or recurring billing. All purchases are one-time transactions, and you are only charged once, at checkout, for the items in your order.
Pre-Authorisation and Pending Charges
When you place an order, your bank or card issuer may place a temporary hold on the funds ("pre-authorisation") to confirm sufficient funds are available. This is not a final charge; it may appear as a pending transaction on your statement. The charge is finalised once your order is prepared for shipment. If an order is cancelled, the pre-authorisation hold is released; the time this takes to reflect in your account depends on your bank and is typically 3-10 business days.
Once an order has been placed and paid, the payment method can no longer be changed. If you need to use a different payment method, contact us as soon as possible at support@sentiogear.com. If the order has not yet been prepared for shipment, we may be able to cancel it so you can place a new order with your preferred payment method.
Order confirmation
You automatically receive an order confirmation by email once your payment is completed, which serves as your proof of purchase. As we sell exclusively to private consumers (B2C), we are not able to issue formal VAT invoices.
Related policies
For information on where and how we ship your order, see our Shipping Policy. For information on returns, exchanges and refunds, see our Refund Policy. By placing an order, you agree to our Terms of Service.
Questions
Check our FAQ or reach out via the contact page. We reply within 24 hours on business days.
