Returns & Exchanges Policy
Returns & Exchanges Policy
At The Sensory Supply, we understand that sometimes a product may not meet your expectations or fit your needs. That's why we have a hassle-free return and exchange policy in place to ensure your satisfaction along with no restocking fees - just pay return shipping!
30 Day Return & Exchange Policy
We offer a 30 day return and exchange policy window, giving you ample time to decide if the product is right for you. This means that you'll have 30 calendar days from the date of receiving your item to request a return or exchange excluding specialty or non-returnable items where indicated on their respective product pages. We don't charge any restocking or administrative fees — return shipping costs are the responsibility of the customer and will be deducted from your refund.
Please note that custom-made orders are non-returnable as well as personal-use items (for hygienic reasons).
Items listed as "final sale" are non-returnable.
Eligibility Criteria
To be eligible for a return or exchange, the item must meet the following criteria:
- The item must be in the same condition as when you received it.
- The item must be unused & in brand new condition.
- The item must have all original tags and packaging intact.
- You must provide the receipt or proof of purchase.
How to Initiate a Return or Exchange
If you would like to initiate a return or exchange, please contact our customer service team at hello@thesensorysupply.com with your order number and proof of purchase. Our friendly team will guide you through the process as well as provide a return label, or instructions on where to send your package.
When arranging for return shipping, we strongly recommend shipping by a traceable and insurable carrier as we cannot be held responsible for items lost, damaged, or destroyed during return shipping.
Please note that returns or exchanges sent without prior authorization will not be accepted.
Damages and Issues
Upon receiving your order, we kindly ask that you inspect the items for any defects, damages, or if you have received the wrong item. If you encounter any issues, please contact us immediately so that we can assess the situation and make it right.
There are no fees on items that are damaged-due-to-delivery or on factory/manufacturer defective items.
Exceptions and Non-Returnable Items
While we strive to accommodate all returns and exchanges, there are certain items that cannot be returned due to their nature. These include perishable goods, custom products, personal care goods, vacuum sealed/compressed products, hazardous materials, flammable liquids, and gases.
If you have any questions or concerns about the eligibility of your item for return or exchange, please reach out to our customer service team for clarification at hello@thesensorysupply.com or call (800) 881-4997 for further assistance.
Exchanges
If you wish to exchange an item within the allowed time window for a different size, color, or style, the fastest way to ensure you get what you want is to return the original item and make a separate purchase for the new item. Our customer service team can assist you with any questions or concerns regarding exchanges and you'll be reimbursed for your original item once it arrives at our warehouse.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 10 business days and automatically credited to your original payment method minus the cost of return shipping if not pre-paid. Please note that it may take additional time for your bank or credit card company to process the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact our customer service team at hello@thesensorysupply.com or call (800) 881-4997 for further assistance.