Refund policy

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, refund, or compensation where required by law for a major failure and compensation for any other reasonably foreseeable loss or damage.

Change of Mind

Due to the nature of our products, we do not offer refunds or exchanges for change of mind purchases. Please choose carefully before placing your order.

Faulty or Damaged Items

If your item arrives damaged, defective, or develops a fault within 30 days of delivery, you may be eligible for a replacement.

If the exact item or material is no longer available, you may choose to receive store credit or select an alternative product of the same value. If you choose a higher-priced item, payment of the difference will be required before dispatch.

Items damaged due to misuse, accidents, improper handling, or normal wear and tear are not eligible for replacement, refund, or store credit.

Damaged Orders

If your order arrives damaged, please contact us within 7 days of receiving your order.

To assist with your claim, please provide:

Your order number
Clear photos of the damaged item
Clear photos of the packaging

Claims can be submitted via our Contact Us page or by emailing thesensorystationshop@outlook.com

Replacement Processing

Once a claim has been reviewed and approved, replacement orders are generally processed within 15–20 business days.

Return Shipping Costs

Customers are responsible for the cost of returning items unless the product is faulty, damaged on arrival, incorrect, or otherwise required under Australian Consumer Law.

Return Authorisation

Please contact us before returning any item. Unauthorised returns may be refused.

International Orders

We do not offer refunds, returns, or exchanges for delays caused by customs processing, import duties, taxes, or carrier delays outside of our control.

International customers are responsible for any customs duties, taxes, or import fees imposed by their country.