Returns & Refund Policy
Last updated on August 29, 2026
Overview
At 5Senses.com, we strive to ensure that our customers are satisfied with their purchases. However, if you are not completely happy with your order, we offer a straightforward return and refund policy to address your concerns. Returns must be initiated within 30 days of receiving your shipment, and all products must meet the specified return eligibility criteria.
How a refund is settled depends on what you bought. For spices, herbs and other food, nothing is sent back: we settle your claim once we have approved your photographs. For Spicecare items, the refund follows the item arriving back at our warehouse.
Original shipping fees are non-refundable. Where an item does have to come back to us, you are responsible for the return postage unless the return is due to an error on our part.
Eligibility for Returns
Whatever you are returning, we need the receipt or proof of purchase - a packing slip or your email confirmation is enough - and you need to tell us within 30 days of delivery. What happens next depends on whether the item is food.
Food is never sent back to us. For health and safety reasons we cannot resell a returned spice, herb or other food product, so if something is wrong with it we settle your claim from a photograph and you keep or dispose of the item yourself. That applies whether the pouch has been opened or not.
Spicecare items - our pepper mills and other tools - are not food, so those do come back to us. They should be unused and in their original packaging, unless the reason for the return is that they arrived damaged, faulty or were not what you ordered.
Items marked as final sale at the time of purchase cannot be returned. If you have received a damaged, defective, or incorrect item, you must notify us within 7 days of receiving your order to qualify for an exception.
Cancelling an Order
You can cancel an order yourself at any point before it has been sent. Open the order from your account and use the "Cancel this order" button. Once you confirm, we refund everything you paid to the card you paid with, and nothing needs to be returned.
The refund normally reaches your bank within 5-10 business days. That wait belongs to your bank rather than to us.
Once an order has been despatched it can no longer be cancelled, and the button disappears. At that point the route is a return, which is covered below. If your order has shipped and you no longer want it, contact us at WeCare@5Senses.com and we will tell you what your options are.
Return Process
To initiate a return, please contact our customer service team at WeCare@5Senses.com with your order number and details about the product you wish to return. Once your return request is reviewed and approved, we will provide you with instructions on how to proceed. Unauthorized returns will not be accepted.
For Spicecare returns, please pack the item securely so it is not damaged on the way, and include a copy of your receipt or proof of purchase. Once your return is approved the warehouse arranges the collection and confirms the arrangements with you. Returns are received at 5Senses Returns, c/o MRB Corp, 14500 FAA Blvd, Fort Worth, TX 76155.
Once a Spicecare return reaches the warehouse we will notify you of the approval or rejection of your refund. Food claims are settled as soon as your photograph is approved and there is nothing to send back. Approved refunds are credited to your original method of payment within 5-10 business days.
Refunds
All refunds are subject to inspection and approval after we receive the returned item. Upon receiving your return, we will carefully inspect the product to ensure it meets the eligibility criteria outlined in this policy. If your return is approved, you will be notified, and a refund will be processed to your original method of payment. If your return is rejected due to non-compliance with the conditions (e.g., damaged, used, or opened items), the item will not be eligible for a refund, and you may opt to have it shipped back at your expense.
Refunds will generally be processed within 5 to 10 business days after approval. However, depending on your payment provider, it may take additional time for the refund to reflect in your account. If you do not see the refund after this period, please contact our customer service team for assistance.
A restocking fee of 15% may be deducted from your refund when an item is returned because you have changed your mind. No restocking fee is charged when an item arrives damaged or defective, or when we have sent the wrong item - in those cases you are refunded in full. Any restocking fee will be shown to you when your return is approved, before the refund is issued.
Exchanges
At this time, 5Senses.com does not offer direct exchanges for returned products. If you wish to replace an item, you must follow the return process for the original product, and if eligible, request a refund. A new order can then be placed for the desired item. Refunds for the returned product will be processed separately, as outlined in this policy.
Rewards on a returned order
Cashback on a returned order is removed when the return is approved. This is what the holding period is for: cashback is held for 30 days after delivery and only becomes spendable once that period has passed, so in almost every case the amount is simply never released and you are not asked to give anything back.
If cashback from an order has already become spendable and you then return that order, the amount is deducted from your balance. Where a partial return is approved, only the cashback attributable to the returned items is affected. Your tier is calculated on what you have actually paid, so a refunded order no longer counts towards it.
Store credit
Where store credit is offered as an alternative to a refund, you may choose it at the time you request your return. Store credit is added to your account as soon as your return is approved, rather than after a bank transfer, and can be spent on anything in the shop. Choosing store credit is always optional: a refund to your original payment method remains available, and takes 5-10 working days depending on your bank.
Store credit issued in place of a refund does not expire, and it is not transferable to another account.
Exceptions to the Policy
Certain items are not eligible for return, including:
- Opened or used food products, spices, and herbs.
- Perishable goods and items marked as final sale at the time of purchase.
- Items that are damaged by the customer or returned outside the allowable return period of 30 days.
Additionally, if the return is due to damage, defects, or errors on our part (e.g., shipping the wrong product), you must notify us within 7 days of receiving the item. In such cases, we will cover the return shipping costs and either issue a refund or send a replacement.
Modifications to the Policy
5Senses.com reserves the right to modify or update this Returns and Refund Policy at any time to reflect changes in our practices, business operations, or legal requirements. Any updates will be posted on our website with a revised “Last Updated” date. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our website or purchase of our products following policy changes constitutes your acceptance of the revised terms.