Review Policy

Last updated: 17/07/2026

At Insentials, we value honest and transparent customer feedback. This Review Policy explains how customer reviews are collected, verified, moderated and published on our website.

1. Who can leave a review?

Customers can leave a review after purchasing a product from Insentials.

Depending on the review type, reviews may be submitted:

• through an invitation sent after purchase;
• directly on our website;
• through a third-party review platform, where applicable.

2. How do we verify reviews?

We take reasonable and proportionate steps to ensure that published reviews originate from customers who have actually purchased or used the product.

Verification may include:

• linking the review to a completed order;
• verifying the customer's email address and order details;
• checking whether the reviewer has purchased the reviewed product.

Reviews that cannot reasonably be linked to a genuine purchase may be rejected or removed.

3. Which reviews are published?

We publish both positive and negative reviews.

Reviews are not selected based on their rating. We do not publish only favourable reviews.

Provided that a review complies with this policy, it will be published regardless of whether it is positive, neutral or negative.

4. Can reviews be refused?

Yes.

A review may be rejected or removed if it:

• contains offensive, discriminatory or abusive language;
• contains personal information;
• contains spam or promotional content;
• is unrelated to the reviewed product;
• is fraudulent or misleading;
• violates applicable laws or our Terms and Conditions.

Reviews are never rejected solely because they are negative.

5. Are reviews edited?

Reviews are published as submitted.

We do not modify the opinion or rating expressed by the customer.

We may only make minor technical changes where necessary, such as correcting formatting issues or removing personal information, without changing the meaning of the review.

6. What does "Verified Customer" mean?

A review marked as "Verified Customer" indicates that we have verified, through reasonable checks, that the reviewer purchased the relevant product from Insentials.

Reviews without this label may still be published if permitted, but they have not been verified in the same manner.

7. How are reviews ranked?

By default, reviews are displayed in chronological order, with the most recent reviews shown first.

Customers may also have the option to sort reviews using available filters (for example by rating or date).

8. Overall rating

The overall product rating is calculated as the average of all published review scores for that product.

The overall company rating is calculated as the average of all published reviews relating to Insentials.

Only published reviews are included in these calculations.

9. Reporting suspicious or fake reviews

If you believe a review is false, fraudulent or otherwise inappropriate, please contact us at:

Email: support@insentials.com

We will investigate the report and, where appropriate, remove the review if it does not comply with this policy.

10. Product reviews and company reviews

Product reviews relate to a specific product purchased from Insentials.

Company reviews relate to the overall shopping experience, customer service or delivery experience.

The same principles of verification, moderation and publication apply to both categories.