Refund policy

1. Our 30-Day Guarantee

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused (including being unwashed or unworn), with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.


2. How to Start a Return

To start a return, please contact us at admin@sensorycentral.com.au

  • If your return is accepted, we will provide you with a return authorization and instructions on how and where to send your package.
  • Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs:

  • Damaged, Defective, or Wrong Item: We will cover the cost of return shipping.
  • Change of Mind: The customer is responsible for the cost of return shipping.


3. Damages and Issues

Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to make it right, including arranging a full refund or replacement and covering all associated shipping costs.

4. Exceptions / Non-Returnable Items

Due to the nature of certain sensory products (hygiene and safety), certain types of items cannot be returned. Please get in touch if you have any questions or concerns about your specific item.

We cannot accept returns on:

  • Personal Hygiene Items: Any item designed for oral use, mouthing, chewing, or direct contact with bodily fluids (e.g., chewelry, oral motor tools, some fidgets) once the packaging seal has been broken.
  • Custom Products: Special orders or personalized items.
  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on items purchased during a sale or gift cards.

 

5. Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.


6. Refunds

We will notify you by email once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If Approved: You’ll be automatically refunded on your original payment method.
  • Refunds are processed within 10 business days of approval. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@sensorycentral.com.au for assistance.