Returns
We want you to be 100% happy with your purchase, but if you find that the product is not suitable you must return the product to us within 30 days of receipt for a refund or exchange of the same or similar.
Returns of a sales product must be within 14 days of receipt.
To receive a refund or exchange, products must be returned unused, in their original packaging and with all original documentation. It is not possible for us to make a refund or exchange if the goods returned are not in perfect condition or it is obvious to us that the goods have been used.
Is There Anything That Cannot Be Returned?
Yes. We have a small number of products that due to hygiene reasons are not eligible for returns if any of their packaging has been opened. These are:
- All Chewbuddy™ products and all other branded Sensory Chews and Bangles.
- All Putty*/Sand/PlayFoam (*unless the inner protective bag remains unopened).
- Ear Defenders and High Fidelity Ear Plugs (Silicone Sensory Ear Plugs are non-returnable due to the nature of their packaging).
Sensory Direct's Weighted Lap Pads and Shoulder Wraps
Sensory Direct's Weighted Lap Pads and Shoulder Wraps carry a ‘Lifetime Workmanship Guarantee’. If your Weighted Lap Pad or Shoulder Wrap develops a fault, please call our friendly Customer Services Team on 0345 257 0849, Monday to Friday - 09:00 – 17:00, and they will happily arrange a repair or replacement.
Returns Process
Please ensure you complete the Returns Form* with your Purchase Order Reference ( e.g. SO048123 - you will find this on your paperwork or through our sales office) when sending back your products . You will find the Returns Form with your order. Please email sales@sensetoys.com if you need a replacement form or cannot find your reference number. *Without a completed Returns Form it is likely to delay your refund.
Please allow up to for 14 working days for your refund to appear in your account.
What is the Cost of Returning a Product?
Unless the products are faulty or sent in error you are responsible for the cost of returning the products to us. We recommend you use Recorded Delivery and obtain insurance, as proof of posting is not proof of receipt. Where products are not faulty or not sent in error only the cost of the products excluding postage and packing will be refunded. For further information, please contact our sales office who will be able to advise.
Faulty Products
Please contact our friendly Customer Services Team either by phone on 0345 257 0849, Monday to Friday - 09:00 - 17:00 or by emailing sales@sensetoys.com where we can advise you on our process.
Postal Address
SenseToys, Unit 11 Great Western Business Park, McKenzie Way, Worcester. WR4 9GN
