Returns & Exchanges

At The Sensory Shop, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policies below.

Returns

Conditions for Returns

  • Eligibility: To be eligible for a return, items must be unused, in the same condition that you received them, and in the original packaging.
  • Return Period: You have 30 days from the date of purchase to return an item.
  • Non-Returnable Items: Certain items are non-returnable, and items marked as final sale.

Return Process

  1. Request a Return: Contact our customer service team at support@thesensoryshop.com.au to request a return. Please include your order number and the reason for the return.
  2. Return Shipping: Customers are responsible for paying return postage. We recommend using a trackable shipping service or purchasing shipping insurance.
  3. Return Address: Send your return to:  8 Panorama Avenue, Lower Plenty, Melbourne, VIC, Australia, 3093

Refunds

  • Processing Time: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  • Refund Method: Approved refunds will be processed to your original method of payment within 7-10 business days.

Exchanges

Faulty Products

  • Eligibility: We will exchange items if they are defective or damaged upon receipt.
  • Process: Contact us at support@thesensoryshop.com.au with your order number and a description of the defect or damage. We will provide instructions for returning the product and will cover the cost of return postage for faulty items.

Size Exchanges

  • Eligibility: If you need to exchange an item for a different size, it must be unused, in the original packaging, and in the same new condition as when you received it.
  • Process: Contact us at support@thesensoryshop.com.au to request a size exchange. Include your order number and the desired size. Customers are responsible for paying return postage.

General Policies

Inspection

  • Inspection Upon Receipt: All returned items will be inspected upon receipt. Items that do not meet the conditions outlined in this policy will not be eligible for a refund or exchange.

Communication

  • Contact Information: For all return or exchange inquiries, please contact us at support@thesensoryshop.com.au (Monday to Friday, 9 AM - 5 PM AEST).

Shipping Costs

  • Customer Responsibility: Return shipping costs are the responsibility of the customer, except in the case of defective or damaged items.
  • Non-Refundable: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Address for Returns and Exchanges

The Sensory Shop - 
8 Panorama Avenue, Lower Plenty, Victoria, 3093, Australia

Thank you for shopping with The Sensory Shop! We value your satisfaction and strive to provide the best customer service possible. If you have any questions or concerns, please do not hesitate to contact us.