Returns & Refunds Policy

At Sensory Assist, we’re here to support your sensory journey with care and honesty. We know buying sensory products is a personal decision, and sometimes things don’t work out. That’s why we’ve created a clear, supportive returns policy to help guide the process.

✅ Change of Mind Returns

You may return an item within 30 days of receiving your order, provided the following conditions are met:

The product is unused, unopened, and in resalable condition
Proof of purchase is provided
Return shipping costs are your responsibility
The original shipping cost is non-refundable
A 20% restocking fee will apply
Only the product cost will be refunded

❌ Used Items & Non-Returnable Products

For hygiene and safety reasons, we cannot accept returns of used or opened items, including:

Chewable products
Personal care or wearable items (e.g. body socks, compression sheets, weighted gear)
Products removed from sealed packaging
Custom or made-to-order items

We understand this may be disappointing, but these conditions help protect all our customers, especially those with health or sensory sensitivities.

🛠 Faulty or Damaged Items

If your product arrives faulty or damaged, we’ll make it right. You're eligible for a refund, replacement, or repair if:

The issue is reported within 30 days of delivery
You provide proof of purchase and clear photos or videos showing the fault

If approved, we’ll cover return postage and offer you a full refund or replacement. Please note that damage caused by misuse or normal wear and tear is not covered.

📦 How to Return an Item

Contact us: Email info@sensoryassist.com.au with your order number and reason for return.
Receive instructions: Our team will review your request and provide return instructions if eligible.
Ship the item: Follow the instructions provided. For change-of-mind returns, shipping is at your cost.
Refund issued: We’ll inspect the item upon arrival and process your refund if it meets our conditions.

💳 Refund Processing Time

Refunds are processed to the original payment method. Please allow 5–10 business days for the funds to appear in your account once your return is approved and processed.

🧾 NDIS-Funded Orders

If you’ve used NDIS funding for your purchase, additional verification steps may be required to comply with NDIA guidelines. Our team will assist you through the process.