Refund policy
Refund & Returns Policy – Sensory Sanctuary Co.
At Sensory Sanctuary Co., we take care in creating thoughtfully designed, sensory-inspired pieces intended to support everyday moments of calm and connection.
We encourage you to review the following policy before making a purchase.
14-Day Return Policy
We offer a 14-day return period from the date your order is delivered.
To be eligible for a return:
- The item must be unused, unworn, and in its original condition
- All original packaging and tags must be intact
- You must provide proof of purchase (order confirmation or receipt)
Returns that do not meet these criteria will not be accepted.
How to Request a Return
To initiate a return, please contact us at:
sensorysanctuarycosupport@gmail.com
If your return is approved, you will receive:
- Instructions on how to return your item
- The return address
Please note: Items sent back without prior approval will not be accepted.
Return Shipping
- Customers are responsible for return shipping costs
- We recommend using a tracked shipping service, as Sensory Sanctuary Co. is not responsible for items lost or damaged in transit
Damaged, Faulty, or Incorrect Items
Please inspect your order upon delivery.
If your item is:
- Damaged
- Faulty
- Incorrect
Please contact us within 48 hours of receiving your order, including:
- A description of the issue
- Clear photographic evidence
We will assess the issue and work with you to resolve it promptly in accordance with the Australian Consumer Law.
Non-Returnable Items
For hygiene and product integrity reasons, we do not accept returns on:
- Items that have been worn or used
- Sale items
- Gift cards
- Custom or personalised products
If you are unsure, please contact us prior to purchase.
Exchanges
We do not offer direct exchanges.
If you would like a different item, we recommend:
- Submitting a return request
- Placing a new order once your return is approved
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
- Your refund will be issued to your original payment method
- Please allow up to 10 business days for processing
Please note that your financial institution may require additional time to finalise the transaction.
If you have not received your refund within 15 business days of approval, please contact us.
Shipping Notice
Sensory Sanctuary Co. currently ships only within Australia.
We do not offer international shipping at this time.
Important Disclaimer
Sensory Sanctuary Co. products are designed as sensory-inspired, lifestyle pieces that offer gentle tactile input.
They are:
- Not medical devices
- Not therapeutic tools or interventions
- Not intended to diagnose, treat, cure, or prevent any condition
While our designs are informed by our background in occupational therapy, they are not a substitute for individualised assessment, advice, or treatment.
Individual experiences may vary, and no specific outcomes are guaranteed.
If you require personalised support, we encourage you to seek guidance from a qualified health professional.
Digital Product Refund Policy
Due to the nature of digital products, all sales are final.
Once your purchase is complete, you will receive immediate access to your downloadable file(s). As these products cannot be returned, we are unable to offer refunds, exchanges, or cancellations.
If you experience any issues accessing your files or believe there has been an error with your order, please contact us at sensorysanctuarycosupport@gmail.com, and we will be happy to assist you.
Thank you for supporting Sensory Sanctuary Co.
Contact Us
If you have any questions regarding this policy, please contact:
sensorysanctuarycosupport@gmail.com
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