Refund policy

Returns/Exchanges Policy

Due to the nature of some of our products, hygiene is a consideration.  Therefore, no returns can be permitted on hair brushes or toothbrushes. Our policy on all intimate underwear (socks and briefs) is that it must be in a new and unused condition complete with all original tags and labels attached and most importantly clearly unworn. So please always double check sizing and preferences before ordering.

Returns are permitted on all other items as long as they are in new, unwashed condition, unaltered, and still have the original tags and product packaging (Does not have to include the original postal bag just the packaging on the goods).  They must be in reasonable, saleable condition.  Please allow 3-7 working days for returns processing and an extra 3-5 days for your refund to show on your bank statement.    Where items are returned in poor condition, or without packaging we reserve the right to offer store credit only, or to charge a restocking fee of up to 25%.  We are a small independent and ask that you please open items carefully if you do not know if you will keep them - little things like this really help us out in these uncertain times.

Sensory Smart is not able to accept liability for failure to comply with care instructions suggested for items sold.  We always recommend you make yourselves familiar with care information for any product.

Sale and clearance merchandise are not eligible for returns.  These items can be exchanged for store credit or against other items.

Please DOWNLOAD PRODUCT RETURNS FORM HERE> if you want to return a product. Or from our contact page.  If you have a pop up blocker you may need to allow pop ups for our website to get the form. You can print and use this form for returns, exchanges or quality issues.

You remain responsible for any returned goods until they reach us, so please consider using a Recorded Delivery service or obtain a free proof of posting certificate at the Post Office.  We are not responsible for shipping costs on returned product except when defective or if otherwise agreed in advance, in which case we would supply you with a prepaid label.  We are not held responsible for product returns that are damaged or lost in transit.  But again, we always try and help you locate and replace or make claims through the appropriate channels.

There are sometimes circumstances that don’t fit neatly into the rules and we aim to assist wherever we reasonably can.  If unsure, please get in touch.