Refund policy

Refund & Replacement Policy

At Sensory Toys Australia, your satisfaction is our priority. If you are not fully satisfied with your order, we offer the following options:

  • Eligibility:
    If you are unhappy with your order within 30 days of fulfillment, you are eligible for either:

  1. A new replacement product at no additional cost
    OR
  2. A full refund upon the return of the item.


Conditions:

  • This policy applies to manufacturing or fulfillment defects, not damage caused by misuse or normal wear and tear.

  • Proof of purchase is required.


    To be eligible for a return, your item must be in the same condition that you received it     and in its original packaging. You’ll also need the receipt or proof of purchase. There will be a restocking fee of $4.99 for returning the item for a refund.

    The customer is responsible for putting the correct shipping address. If the item is returned due to a wrong address being put from the customer's side, there will be a $10 postage fee.

    To initiate a return, please contact us at support@sensorytoysaus.com. If your return is accepted, we’ll issue a refund after receiving the item. Customers will be responsible for paying return shipping costs. Items sent back to us without first requesting a return will not be accepted.

    Refunds will be processed to the same payment card that was used during the original purchase. We are unable to issue refunds to a different card under any circumstances. This policy is in place to maintain the security and transparency of our refund process and to protect both our customers and our business.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Providing evidence for wrong order and defect cases is a must. We may ask for clear photographic or video evidence of the item and/or the return shipping receipt for defect and wrong order cases in order to proceed with refund or replacement.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you 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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sensorytoysaus.com.