Refund policy

At Sensory Assist, we are committed to providing high-quality sensory products and ensuring customer satisfaction. If you need to return a product, our returns policy is designed to be straightforward and supportive.

Change of Mind Returns

If you change your mind about a purchase, you may return the item within 30 days of receiving your order, provided the following conditions are met:

  • The product must be unused, in its original unopened packaging, and in a resalable condition.
  • Proof of purchase must be provided.
  • Return shipping costs are the responsibility of the customer, and the original shipping cost is non-refundable.
  • Only the cost of the product will be refunded.
  • A 20% restocking fee will apply to the order.

Faulty or Damaged Items

If you receive an item that is faulty or arrives damaged, you may be eligible for a replacement, repair, or refund. To qualify:

  • The fault must be reported within 30 days of receiving the item.
  • Proof of purchase and photos/videos demonstrating the fault must be provided.
  • If approved, we will cover the return shipping cost and issue a full refund or send a replacement.

Note: Damage caused by misuse, accidents, or normal wear and tear is not covered under this policy.

Returned to Sender Orders

If your parcel is returned to Sensory Assist due to an incorrect address, failure to collect, or refusal of delivery, a Return to Sender fee will apply.
We will deduct the actual shipping cost incurred, including for orders that originally qualified for free shipping, before processing any refund or re-shipment.

If you would like your parcel resent, the new shipping cost must be paid prior to re-dispatch.

How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email our support team at info@sensoryassist.com.au with your order number and reason for return.
  2. Receive Return Instructions: Our team will review your request and provide return instructions if eligible.
  3. Send the Item: Return the item using the provided instructions. For change of mind returns, shipping costs are the customer's responsibility.
  4. Refund Processing: Once received and inspected, a refund for the product (excluding shipping if change of mind) will be processed.

Refund Processing Time

  • Refunds will be issued to the original payment method used at checkout.
  • Please allow 5-10 business days for the refund to reflect in your account.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Chewable products
  • Personal care items
  • Custom or made-to-order products
  • Opened products

NDIS Returns

If you purchased using NDIS funding, returns may be subject to additional verification steps in compliance with NDIS guidelines.

Need Assistance?

If you have any questions or need help with a return, please contact our friendly support team. We’re here to assist and ensure your experience with Sensory Assist is positive.

Sensory Assist – Supporting Your Sensory Journey with Care.