Terms of service

This website is owned and operated by

Sensory Needs Ltd VAT number GB334120057

Registered in England 11664604

Email: sales@sensoryneeds.co.uk

If you need to contact us please use the details above.

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

2.2 Once we have reviewed your order we will e-mail you again to confirm that the order has been shipped.

2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming shippment of your order, and there will be no contract between us. You will have the option to cancel the order or make adjustments in order to proceed.

2.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.7 This contract is covered by English law.

2.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.

3.2 Carriage charges will be shown prior to you placing your order.

3.3 You will be required to pay for the goods in full at the time of ordering.

3.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard, Paypal or Bank Transfer.

3.5 Promotional prices only apply during the period stated.

3.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate (20% at the time of writing).

3.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3.8 Once your order is complete we will notify you of the dispatch method and date.

3.9 Incoming and outgoing calls may be recorded for security, quality monitoring and training purposes. Callers will be informed when a call is being recorded. Information about the purposes for which recordings are used, how long they are retained and the rights available to individuals is provided in our Privacy Policy.

4.1 Goods will normally be dispatched from our warehouse within 1 working day and any estimated dispatch date is a an estimate, which can change without notice.

4.2 Delivery times are determined via the carier and out of our control.

4.3 Your order may arrive in more than one delivery.

4.4 We can deliver our goods worldwide, however if you are ordering outside of the EU, you may be required to pay additional import taxs.

4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday. 

We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

4.6 Most of our products are shipped in boxes so will not fit through your letterbox.

4.7 Disposal of packing materials is your responsibility.

4.8 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to the warehouse and we reserve the right to charge you an additional re-delivery charge.

4.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

4.10 Please check the goods following delivery and contact us promptly if any product is missing, damaged or incorrect. Where possible, please retain the packaging and provide photographs of the packaging and product to assist us in investigating the matter with the delivery provider.

4.11 If goods are lost or damaged in transit, please contact us promptly. Carrier reporting deadlines do not remove or restrict your statutory consumer rights. For consumer orders, responsibility for the goods normally remains with Sensory Needs Ltd until the goods come into the physical possession of the customer or a person identified by the customer to receive them.

4.12 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

4.13 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

4.15 Free delivery is available on some orders, this will be clearly shown a the time of ordering. Standard delivery charges and thresholds are limited to UK Mainland only. Areas outside of UK mainland may incur additional charges, these are clearly shown on the checkout page before payment is required.

4.16 Royal Mail delivery times are not guaranteed and only an estimate, items sent using 1st Class and 2nd Class services (including Royal Mail Signed For) will be treated as lost if they are not delivered 10 or more working days (Monday - Friday) after the due delivery date.

4.17 It is your responsability to ensure you enter the correct delivery address, errors cannot be corrected after an order has shipped. 

5.1 This section applies to customers purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession. Different cancellation terms apply to Trade or Business Customers as set out in section 9.

5.2 Statutory cancellation rights: Where the legal right to cancel applies, you may cancel an online order by notifying us within 14 days beginning on the day after the goods are delivered.

5.3 To cancel an order, please email us or provide another clear written statement confirming your decision to cancel. You do not have to provide a reason for cancellation, although a brief explanation may help us improve our products and service.

5.4 After notifying us that you are cancelling under your statutory cancellation rights, you must return the goods without undue delay and no later than 14 days after notifying us.

5.5 You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to inspect them in a shop. If goods have been handled beyond what is reasonably necessary and their value has been reduced, we may make an appropriate deduction from the refund.

5.6 Sealed health and hygiene products: The right to cancel does not apply to goods supplied with a health or hygiene seal where the goods are unsuitable for return for health-protection or hygiene reasons and the seal or protective packaging has been opened, broken or removed after delivery.

5.7 The health and hygiene restriction does not affect your statutory rights where a product has a manufacturing fault, was damaged when supplied, was incorrectly supplied or was not as described.

5.8 Unless the goods are faulty, damaged when supplied, incorrectly supplied or not as described, you are responsible for the direct cost of returning them. Goods must be adequately packaged and remain your responsibility until they have been received by us. We recommend using a tracked and appropriately insured delivery service.

5.9 Where a refund is due following the exercise of statutory cancellation rights, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.

5.10 Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

5.11 Where statutory cancellation rights apply, we will refund the cost of our least expensive standard delivery service. Additional amounts paid for enhanced, express or premium delivery will not be refunded.

5.12 Additional 60-day returns policy: In addition to your statutory rights, qualifying unwanted products may be returned within 60 days of delivery provided that they remain unopened, unused, undamaged, complete and in their original packaging.

5.13 Please contact us before returning a product under our additional 60-day returns policy so that we can provide the correct return instructions. Returning an item without contacting us may delay the processing of the return, and we may not reimburse postage costs that we did not authorise.

5.14 The purchaser is responsible for the return postage costs for goods returned solely under our additional 60-day returns policy. Original delivery charges will not be refunded where a return is accepted solely under this additional policy after the statutory cancellation period has ended.

5.15 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 voluntary return or make an appropriate deduction from the refund.

5.16 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 redelivery once a new delivery charge has been paid. If the order is cancelled, any refund will be processed in accordance with the applicable statutory rights and this returns policy.

5.17 Goods made to the customer's specification or clearly personalised cannot normally be cancelled or returned as unwanted. This includes custom-built, modified or personalised products.

5.18 Nothing in this section affects your statutory rights.

6.1 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 by email or in writing and provide your order details and a description of the issue.

6.2 We may ask you to provide photographs or videos, information about how the product was used and, where necessary, return of the product for inspection. Providing information or returning a product for inspection does not mean that Sensory Needs Ltd has accepted that the product is faulty.

6.3 We will deal with faulty, damaged, incorrectly supplied or misdescribed goods in accordance with the Consumer Rights Act 2015. Depending upon the circumstances and the length of time since delivery, the appropriate remedy may include a refund, repair or replacement.

6.4 Any manufacturer's warranty is provided in addition to your statutory consumer rights. Your rights are not dependent upon the existence or duration of a manufacturer's warranty.

6.5 Where a product is confirmed to be faulty, damaged when supplied, incorrectly supplied or not as described, Sensory Needs Ltd will provide an appropriate return method or reimburse reasonable return postage costs. Please contact us before arranging an expensive return service.

6.6 If inspection shows that the product is not faulty and has instead been damaged through misuse, accidental damage, inappropriate use, ordinary wear and tear or failure to follow the product instructions, we may ask you to pay the reasonable cost of returning the product to you.

6.7 If a replacement is appropriate, it will be arranged without unreasonable delay and without charge. We may require the original product to be returned or sufficient evidence of the reported fault before dispatching a replacement.

6.8 If the same product is no longer available, we may offer a suitable alternative. You will not be required to accept an alternative where you are legally entitled to another remedy.

6.9 Chewable products: No chewable product is indestructible. Product toughness descriptions indicate relative firmness and resistance and do not guarantee how long a product will last.

6.10 The lifespan of a chew depends upon 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.

6.11 Normal wear, deterioration or damage caused through biting or chewing is not automatically evidence of a manufacturing fault. Each reported issue will be assessed individually.

6.12 Chewable products must be inspected before and after every use. The product must be removed from use and replaced immediately at the first sign of splitting, cracking, tearing, significant wear or other deterioration.

6.13 The fact that a chewable product has been opened or used does not remove your statutory rights where the product has a genuine manufacturing fault, was damaged when supplied, was incorrectly supplied or was not as described.

7.1 We are not responsible for damage caused after delivery through accidental damage, misuse, inappropriate use, unauthorised alteration or repair, failure to follow the manufacturer's instructions, inadequate supervision, ordinary wear and tear or use beyond the product's intended purpose.

7.2 This exclusion does not apply where the product had an inherent manufacturing fault, was damaged when supplied, was incorrectly supplied or was not as described.

8.1 Products are imported, marketed and supplied according to their intended purpose and applicable regulatory category. We take reasonable steps to ensure that products comply with the UK product-safety requirements applicable to them when they are placed on the market.

8.2 We do not accept liability for any consequential loss of profit or indirect losses except where liability cannot legally be excluded or limited.

8.3 Product descriptions and information are based on information supplied by manufacturers and are kept under review. Manufacturers may occasionally change product packaging, materials, formulations or specifications. Customers must check the product label, instructions, ingredients and warnings before opening or using a product, particularly where allergies, sensitivities or other specific requirements apply. Please contact us before ordering where a particular specification is essential.

8.4 Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

9 Trade or Business Customers

The following terms apply to orders placed by Trade or Business Customers.

This disclaimer details our obligations to you regarding our website. This disclaimer has been provided and approved by legal forms provider LegalCentre.co.uk. Please read this disclaimer in full before you use this Website. Using the Website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to them in the future.

1.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.

1.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.

1.3 Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission.

1.4 We take no responsibility for typographical errors. We reserve the right to cancel any order you have placed if there was a typographical error on the  website concerning the pricing or availability of any item you ordered when you placed the order.

1.5 The information provided with respect to products and services may be out of date, and we make no commitment to update the information provided.

1.6 By sumitting an order you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.

2.1 With the exception of personally identifiable information, the use of which is covered under our Privacy Policy [insert hyperlink here], any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.

2.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;

3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.

4.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

4.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

4.3 If you choose to link to our website in breach of Paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.

5.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

Date of last update 01 Jan 2024