100% Satisfaction Guaranteed

We're determined to make you happy. If you're not satisfied with your purchase, we aim to make returns and exchanges straightforward.

In addition to your statutory rights, unwanted products may be returned within 60 days of delivery, provided they remain in their original condition, original packaging, unopened, undamaged and unused.

Important hygiene notice: Our products are supplied sealed for health or hygiene reasons. Once the hygiene seal or sealed packaging has been opened, broken or removed, the product cannot be returned as an unwanted or unsuitable item. This does not affect your statutory rights where a product is faulty, damaged when supplied, incorrectly supplied or not as described.

• Unwanted products: After receiving your order, you have 60 days to return an unwanted product under our additional returns policy. The product must remain in its original condition, original packaging, unopened, undamaged and unused.
• Please contact us before returning anything: We will provide the appropriate return instructions and, where relevant, an authorised return method. Returning a product without contacting us may delay the processing of your return, and we may not reimburse postage costs that we did not authorise. This requirement does not affect your statutory rights.
• Sealed health and hygiene products: Products cannot be returned as unwanted or unsuitable once their hygiene seal or sealed packaging has been opened, broken or removed.
• Return postage for unwanted products: Unwanted products are returned at the purchaser's expense. Returned products must be adequately packaged and remain the purchaser's responsibility until they have been received by Sensory Needs Ltd.
• We recommend using a tracked or signed-for delivery service with appropriate insurance. Sensory Needs Ltd cannot accept responsibility for returned products until they have been received.
• If a product returned under our additional 60-day returns policy is opened, used, damaged, incomplete or otherwise not in its original resalable condition, we may refuse the return or make an appropriate deduction from the refund.
• Faulty, damaged or incorrect products: If you believe that a product has a manufacturing fault, was damaged when supplied, was incorrectly supplied or is not as described, please contact us with your order details and a description of the issue.
• We may ask for photographs or videos, information about how the product was used and, where necessary, return of the product for inspection. Requesting information or inspecting a returned product does not mean that we have accepted that the product is faulty.
• Where a product is confirmed to have a manufacturing fault, to have been damaged when supplied, to have been incorrectly supplied or not to be as described, we will provide the appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a refund, replacement or repair.
• Sensory Needs Ltd will provide an appropriate return method or reimburse reasonable return costs where a product is confirmed to be faulty, damaged when supplied, incorrectly supplied or not as described. Please do not arrange an expensive return service without contacting us first.
• Chew durability: No chewable product is indestructible. Toughness descriptions indicate relative firmness and resistance and do not guarantee how long a product will last.
• The lifespan of a chew depends on the individual user's bite strength, chewing intensity, chewing pattern and frequency of use. Some individuals, particularly determined or aggressive chewers, may damage or wear through a chew in a very short period of time. In some cases, this may happen within 24 hours, including with products described as tough, extra tough or intended for extreme chewing.
• Normal wear, deterioration or damage caused through biting or chewing is not automatically evidence of a manufacturing fault. Each reported fault will be assessed individually.
• Chewable products must be inspected carefully before and after every use. They must be removed from use and replaced immediately at the first sign of splitting, cracking, tearing, significant wear or other deterioration.
• Products damaged through accidental damage, misuse, inappropriate use, failure to follow instructions, ordinary wear and tear or use beyond their intended purpose will not be treated as faulty.
• Refunds: Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.
• Where statutory cancellation rights apply, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier.
• Where a return is accepted solely under our additional 60-day returns policy, the product purchase price will normally be refunded within 14 days of the product being received and inspected.
• Where statutory cancellation rights apply, we will refund the cost of our least expensive standard delivery service. Additional amounts paid for express, premium or enhanced delivery are not refundable.
• Original delivery charges will not be refunded where a return is accepted solely under our additional 60-day returns policy after the statutory cancellation period has ended.
• Your statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed goods are not limited to the additional 60-day returns period.
• In instances where a product purchased is out of stock and cannot be supplied within a reasonable period of time, we will contact you and give you the option to: (a) wait for the product to become available; (b) receive a suitable alternative product; or (c) cancel the affected item and receive a refund.

If an order is returned to us because it was not collected from a delivery office or courier depot, or because an incorrect or incomplete delivery address was supplied, please contact us. We may arrange for the order to be resent once a new delivery charge has been paid, or process any refund due under this policy. Where permitted by law, reasonable direct costs incurred because of the failed delivery or return may be deducted from the refund. This does not affect your statutory consumer rights.

Sensory Needs Ltd
Returns
Colleygate
Dunmow Road
Braintree
CM77 6RZ