Returns

We want you to be 100% happy with your purchase, but if you find that the product is not suitable you must return the product to us within 30 days of receipt for a refund or exchange of the same or similar. There are some exemptions to this, please see below with regards to Sensory Direct's Weighted Blankets.

Returns of a sales product must be within 14 days of receipt.

To receive a refund or exchange, products must be returned unused, in their original packaging and with all original documentation. It is not possible for us to make a refund or exchange if the products returned are not in perfect condition or it is obvious to us that the products have been used. 

Is There Anything That Cannot Be Returned?

Yes. We have a small number of products that due to hygiene reasons are not eligible for returns if any of their packaging has been opened. These are:

• All Chewbuddy™ products and all other branded Sensory Chews and Bangles.
• All Putty*/Sand/PlayFoam (*unless the inner protective bag remains unopened).
• Ear Defenders and High Fidelity Ear Plugs (Silicone Sensory Ear Plugs are non-returnable due to the nature of their packaging).

Products purchased by trade customers and distributors may not be returned unless the products are faulty or sent in error.

Custom Made Products

Products that are custom made to order cannot be returned and are non-refundable.   This includes large Bubble Tubes (over £100 in value), Bubble Walls, LED Tubes, Large Soft Play and Wooden Outdoor Play.

Sensory Direct’s Weighted Blankets

Weighted Blankets that have been opened and used will be subject to a £40 fee (+ VAT where applicable) which will be deducted from your refund. Refunds cannot be given for Weighted Blankets after 60 days from the date of receipt or where they are returned dirty, soiled or damaged. Refunds on Weighted Blankets are at the discretion of Sensory Direct and we reserve the right to refuse refunds.

Our Weighted Blankets, Shoulder Wraps and Lap Pads carry a ‘Lifetime Workmanship Guarantee’. If your Weighted Blanket, Shoulder Wrap or Lap Pad develops a fault, please call our friendly Customer Services Team on 01905 670500, Monday to Friday - 09:00 - 17:00, and they will happily arrange a repair or replacement.

Returns Process

Please ensure you complete a RETURNS FORM* with your Purchase Order Reference ( e.g. SO048123 - you will find this on your paperwork or through our sales office) when sending back your products . You will find the Returns Form with your order.   Please email info@sensorydirect.com if you need a replacement form or cannot find your reference number.  *Without a completed Returns Form it is likely to delay your refund. 

Please allow up to 14 working days from when we receive your returns for the refund to appear in your account. 

What is the Cost of Returning a Product?

Unless the products are faulty or sent in error you are responsible for the cost of returning the products to us. We recommend you use Recorded Delivery and obtain insurance, as proof of posting is not proof of receipt. Where products are not faulty or not sent in error only the cost of the products excluding postage and packing will be refunded. For further information, please contact our sales office who will be able to advise.

Faulty Products

Please contact our friendly Customer Services Team either by phone on 01905 670500, Monday to Friday - 09:00 - 17:00 or by emailing info@sensorydirect.com where we can advise you on our process. 

 

Please review our full Terms and Conditions.

Please review our FAQs for further information.