Terms and Conditions
Products that are in stock and ordered before 11am, Monday to Friday, will be despatched the same working day.
Sensory Direct’s handmade Weighted Blankets, Lap Pads, Shoulder Wraps, Weighted Jackets and other in-house products may take 2-3 working days to be despatched, if not in stock.
You can check the status of your order at any time by logging into your customer account via our website. A Customer Account will need to be created before placing an order, to use the order tracking service. Please read our ‘How do I place an order’ FAQ for information on how to do this.
- Delivery is FREE for online orders of £45 and above within Mainland UK (excluding Highlands, Offshore Islands & Northern Ireland).
- Mainland UK delivery charges are £2.95/£3.95 Royal Mail and £5.95 for courier delivery for orders under £45.
- Small items are sent by Royal Mail Recorded Delivery. Larger items are sent by DPD for Mainland UK next day delivery service. For smaller items that are in stock and ordered before the 2pm cut off time, you can now select and pay for DPD Mainland UK next day delivery at the checkout stage.
- Please note we cannot deliver to a PO Box address.
- We are currently unable to ship outside of the UK unless you hold a trade account with us.
We will do our best to deliver your order on time however delivery times are approximate and we accept no liability in respect of late deliveries. If your order is required urgently or by a certain date, please email email@example.com and we will do what we can to meet your deadline. Our despatch team will arrange for all orders before 2pm to be despatched on the same day from our warehouse to our designated courier service. Please note that the above estimated delivery times are provided by the courier and we do not have any control or influence over these.
Courier Estimated Delivery Times:
- UK Mainland - Next Day
- Northern Ireland - 2 Days
- Scottish Islands (HS1-9 , IV40-51 , KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE 1-3) 2 - 5 Days
- Scottish Highlands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50) - 3 Days
- Channel Islands - Next Day
- Isle of Wight , Isle of Man , Scilly Isle - 2 Days
On receipt of your delivery:
On receipt of your order please open all packages and thoroughly check the goods for damage as soon as possible. You must notify Sensory Direct of any damage or shortgages within 3 days of the delivery. If we are not notified of damage within 3 days we are unable to claim from the carrier and we will be unable to refund or replace the damaged items. If the packaging appears damaged and you do not have time to check the goods you should sign the carrier’s paperwork and add the word "Damaged".
Non receipt of your order must be notified to Sensory Direct within 7 days of receipt of your order acknowledgement.
We want you to be 100% happy with your purchase, but if you find that the product is not suitable you must return the goods 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 Weighted Blankets. Returns of a sales item must be within 14 days of receipt.
To receive a refund or exchange, goods 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 goods returned are not in perfect condition or it is obvious to us that the goods 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 & all other branded sensory chews and bangles.
- All Putty*/ Sand/ Clay/ PlayFoam (*unless the inner protective bag remains unopened)
- High Fidelity Ear Plugs and Ear Defenders (Silicone Sensory Ear Plugs are non-returnable due to the nature of their packaging)
Sensory Direct’s Weighted Blankets.
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 and Lap Pads carry a ‘Lifetime Guarantee’. If your Weighted Blanket or Lap Pad develops a fault, please call our friendly Customer Services Team on 01905 670 500, 09:00 – 17:00, Monday to Friday and they will happily arrange a repair or replacement.
What is the cost of returning a product?
Unless the goods are faulty or sent in error you are responsible for the cost of returning the goods to us. We recommend you use recorded delivery and obtain insurance, as proof of posting is not proof of receipt. Where goods are not faulty or sent in error only the cost of the goods excluding postage & packing will be refunded. For further information, please contact our sales office for further advise.
Goods purchased by trade customers and distributors may not be returned unless the goods are faulty or sent in error.
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 goods . You will find the Returns Form with your order. Please email firstname.lastname@example.org 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 recieve your returns for the refund to appear in your account.
Sensory Direct (UK) Ltd, Unit 11 Great Western Business Park, McKenzie Way, Worcester. WR4 9GN
Shortages & Non receipt
Shortages and breakages must be reported to Sensory Direct within 3 days of receiving your order. Non receipt of an order must be reported to Sensory Direct within 7 days of notification of despatch.
Trade customers means (but not exclusively) NHS Trusts, Schools, Residential Homes, Colleges, Healthcare Professionals, Charities, Distributors and Re-sellers (from here on referred to as “the buyer”.)
Payment will be due within thirty days of the date of invoice, unless otherwise agreed in writing by Sensory Direct (UK) Limited. Risk in the Goods shall pass to the Buyer when the goods are delivered to, or collected by, the Buyer or its agent.
Notwithstanding risk in the Goods passing to the buyer, title in the Goods shall not pass to the buyer until both (i) payment is received by Sensory Direct (UK) Limited for the Goods; and (ii) no other amounts are then outstanding from the Buyer to Sensory Direct (UK) Limited in respect of any other goods supplied to the Buyer.
Limits of Responsibility
We accept no responsibility for user initiated damage and/or loss of parts incurred during operation or use of product.
Price and/or Description Changes
All prices, pictures and descriptions on this site are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.
When you place your order with us, you agree to the price and terms indicated on our website. Price differences related to future or past prices in our store or any other store's prices are not refundable.
We reserve the right to refuse any sale at any time.
Sales Promotions & Discount Codes
Unless otherwise stated, all sales promotions and discount codes (including but not limited to 'Black Friday') are for online paid orders only.
If for any reason you are not completely satisfied please contact Sensory Direct customer services on 01905 670500.
Sensory Direct (UK) Ltd are responsible for all payments processed via this website. Transactions are processed securely via the Sage Pay Payment Gateway using SSL security.
Sage Pay’s security policy can be found at https://www.sagepay.co.uk/policies/security-policy
We reserve the right at any time after receipt of your order to accept or decline your order, or any portion thereof, even after your receipt of an order confirmation. We reserve the right, at our sole discretion, to limit the quantity of items purchased and/or to prohibit sales to dealers. In the event that a product is listed at an incorrect price, we shall have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and/or your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we will promptly issue a credit to your credit card account in the amount of the incorrect price.
Weighted therapy products (weighted blankets, lap pads, weighted belts, weighted jackets) should only be used with the direction and advice of your doctor, consultant or occupational therapist.
Children using weighted products should do so under the supervision of an adult.
Sensory Direct (UK) Limited warrants the Goods to be free of defects, to be made of sound materials and to conform to the quantity and description stated. The purchaser will accept slight imperfections in colour, appearance and measurement.
If any of the Goods are found to be defective within the period of ninety days from the date of delivery, Sensory Direct (UK) Limited undertakes as its option, to replace the same or refund to the Buyer the price of the Goods.
Other than as expressly set out in these Conditions and other than the warranty as to good title and as otherwise required by law, Sensory Direct (UK) Limited hereby excludes all representations and warranties in relation to the Goods whatsoever, whether express or implied. Without prejudice to the generality of the foregoing, Sensory Direct (UK) Limited expressly excludes any warranties as to fitness for purpose and the Buyer agrees that it shall determine the suitability of the Goods for its intended use.
By placing an order with Sensory Direct (UK) Limited you are agreeing to the Terms & Conditions expressed above.
Sensory Direct (UK) Limited understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, www.sensorydirect.com (“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with Our obligations and your rights under the law.
- Definitions and Interpretation
In this Policy the following terms shall have the following meanings:
means an account required to access and/or use certain areas and features of Our Site;
means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in section 13, below;
means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003;
means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation (“GDPR”); and
means Sensory Direct (UK) Limited, a limited company registered in England under company number 6513883, whose registered address is Unit 12B Shrub Hill Ind Estate, Worcester WR4 9EL and whose main trading address is Unit 12B Shrub Hill Ind Estate, Worcester WR4 9EL.
- Information About Us
2.1 Our Site is owned and operated by Sensory Direct (UK) Limited
2.2 Our VAT number is GB974744573.
2.3 Our Data Protection Officer is our Director, and can be contacted by email at email@example.com, by telephone on 01905 670500, or by post at Unit 12B Shrub Hill Ind Est, Worcester, WR4 9EL.
- What Does This Policy Cover?
- Your Rights
4.1 As a data subject, you have the following rights under the GDPR, which this Policy and Our use of personal data have been designed to uphold:
4.1.1 The right to be informed about Our collection and use of personal data;
4.1.2 The right of access to the personal data We hold about you (see section 12);
4.1.3 The right to rectification if any personal data We hold about you is inaccurate or incomplete (please contact Us using the details in section 14);
4.1.4 The right to be forgotten – i.e. the right to ask Us to delete any personal data We hold about you (We only hold your personal data for a limited time, as explained in section 6 but if you would like Us to delete it sooner, please contact Us using the details in section 14);
4.1.5 The right to restrict (i.e. prevent) the processing of your personal data;
4.1.6 The right to data portability (obtaining a copy of your personal data to re-use with another service or organisation);
4.1.7 The right to object to Us using your personal data for particular purposes; and
4.1.8 Rights with respect to automated decision making and profiling.
4.2 If you have any cause for complaint about Our use of your personal data, please contact Us using the details provided in section 14 and We will do Our best to solve the problem for you. If We are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.
4.3 For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens Advice Bureau.
- What Data Do We Collect?
5.2 date of birth;
5.4 business/company name
5.5 job title;
5.7 contact information such as email addresses and telephone numbers;
5.8 demographic information such as post code, preferences and interests;
5.9 financial information such as credit / debit card numbers;
5.10 IP address;
5.11 web browser type and version;
5.12 operating system;
5.13 a list of URLs starting with a referring site, your activity on Our Site, and the site you exit to;
5.14 diagnosis of any medical condition for VAT exemption.
- How Do We Use Your Data?
6.1 All personal data is processed and stored securely, for no longer than is necessary in light of the reason(s) for which it was first collected. We will comply with Our obligations and safeguard your rights under the GDPR at all times. For more details on security see section 7, below.
6.2 Our use of your personal data will always have a lawful basis, either because it is necessary for Our performance of a contract with you, because you have consented to Our use of your personal data (e.g. by subscribing to emails), or because it is in Our legitimate interests. Specifically, We may use your data for the following purposes:
6.2.1 Providing and managing your Account;
6.2.2 Providing and managing your access to Our Site;
6.2.3 Personalising and tailoring your experience on Our Site;
6.2.4 Supplying Our products to you (please note that We require your personal data in order to enter into a contract with you);
6.2.5 Personalising and tailoring Our products for you;
6.2.6 Replying to emails from you;
6.2.7 Supplying you with emails that you have opted into (you may unsubscribe or opt-out at any time by clicking the unsubscribe link
6.2.8 Market research;
6.2.9 Analysing your use of Our Site and gathering feedback to enable Us to continually improve Our Site and your user experience;
6.3 With your permission and/or where permitted by law, We may also use your data for marketing purposes which may include contacting you by email, telephone or post with information, news and offers on Our products. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that We fully protect your rights and comply with Our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003.
6.4 You have the right to withdraw your consent to Us using your personal data at any time, and to request that We delete it.
6.5 We do not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Data will therefore be retained for the following periods (or its retention will be determined on the following bases):
We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept for the following periods (or, where there is no fixed period, the following factors will be used to determine how long it is kept):
- Contact request submission data will be held for a period no greater than three months.
- Order data will be held for a rolling period of two years from when you last placed an order or logged into your user area
- Job applications will be held until the end of the recruitment process.
- Any financial records will be retained for a period of 6 years + current financial year.
- How and Where Do We Store Your Data?
7.1 We only keep your personal data for as long as We need to in order to use it as described above in section 6, and/or for as long as We have your permission to keep it.
7.2 Your data will only be stored in the UK.
7.3 Data security is very important to Us, and to protect your data We have taken suitable measures to safeguard and secure data collected through Our Site.
- Do We Share Your Data?
8.1 We may sometimes contract with third parties to supply products and services to you on Our behalf. These may include payment processing, delivery of goods, search engine facilities, advertising, and marketing. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such a purpose, We will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, Our obligations, and the obligations of the third party under the law.
8.2 We may compile statistics about the use of Our Site including data on traffic, usage patterns, user numbers, sales, and other information. All such data will be anonymised and will not include any personally identifying data, or any anonymised data that can be combined with other data and used to identify you. We may from time to time share such data with third parties such as prospective investors, affiliates, partners, and advertisers. Data will only be shared and used within the bounds of the law.
8.3 In certain circumstances, We may be legally required to share certain data held by Us, which may include your personal data, for example, where We are involved in legal proceedings, where We are complying with legal requirements, a court order, or a governmental authority.
- What Happens If Our Business Changes Hands?
9.2 In the event that any of your data is to be transferred in such a manner, you will be contacted in advance and informed of the changes. When contacted you will be given the choice to have your data deleted or withheld from the new owner or controller.
- How Can You Control Your Data?
10.1 When you submit personal data via Our Site, you may be given options to restrict Our use of your data. In particular, We aim to give you strong controls on Our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from Us which you may do by unsubscribing using the links provided in Our emails and at the point of providing your details and by managing your Account).
10.2 You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.
- Your Right to Withhold Information
11.1 You may access Our Site without providing any data at all. However, to use all features and functions available on Our Site you may be required to submit or allow for the collection of certain data.
- How Can You Access Your Data?
You have the right to ask for a copy of any of your personal data held by Us (where such data is held). Under the GDPR, no fee is payable and We will provide any and all information in response to your request free of charge. Please contact Us for more details at firstname.lastname@example.org, or using the contact details below in section 14.
13.2 All Cookies used by and on Our Site are used in accordance with current Cookie Law.
13.3 Before Cookies are placed on your computer or device, you will be shown a prompt requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling Us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended.
13.4 Our Site uses analytics services provided by Google. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling Us to better understand how Our Site is used. This, in turn, enables Us to improve Our Site and the products offered through it. You do not have to allow Us to use these Cookies, however whilst Our use of them does not pose any risk to your privacy or your safe use of Our Site, it does enable Us to continually improve Our Site, making it a better and more useful experience for you.
13.5 The analytics service(s) used by Our Site use(s) Cookies to gather the required information.
13.6 In addition to the controls that We provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third party cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
13.7 You can choose to delete Cookies on your computer or device at any time, however you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.
13.8 It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.]
14. Contacting Us