We understand that our products are used in homes, schools, and specialist SEN environments, and we aim to handle returns fairly, clearly, and with care.

Consumer Orders (Individuals)

Changing your mind

If you’re a consumer shopping online, you have the right to cancel your order within 14 days of receiving your goods.

To cancel or return an item, please contact us first so we can provide the correct return instructions or arrange collection:

📞 01702 810016
📧 info@sensesensory.co.uk

Return delivery costs

We will refund the price of the goods and the cost of standard outbound delivery.

Return delivery costs are the responsibility of the customer.
Some larger or heavier items may require palletised freight for return. If we arrange collection on your behalf, the return delivery cost will be deducted from your refund.

Condition of returned items & loss of value

All returned items are inspected on receipt and must be returned in a re-saleable condition.

If items show signs of use beyond what is necessary to inspect them, or require cleaning, testing, repair, or repackaging before resale, we may make a reasonable deduction from the refund to reflect any loss in value.

Faulty or damaged items (Consumers)

If you believe an item is faulty due to a manufacturing defect, please contact us as soon as reasonably possible.

To help us assess the issue quickly, we may ask you to provide clear photographs or a short video showing the fault before arranging repair, replacement, or collection. This helps us resolve issues faster and minimise disruption.

Damage caused by misuse, abuse, accidental damage, incorrect installation, or normal wear and tear is not considered a manufacturing fault and is not covered under this policy.
This does not affect your rights under the Consumer Rights Act 2015.

Business, School & SEN Setting Orders (B2B)

Orders placed by schools, nurseries, local authorities, charities, or other organisations are treated as business-to-business (B2B) sales.

Change-of-mind returns

B2B orders are not subject to the Consumer Contracts Regulations.
Change-of-mind returns are accepted at our discretion and must be agreed in advance.

Where a return is agreed:

  • Goods must be returned in a re-saleable condition

  • All delivery and return costs are the responsibility of the customer

  • A deduction may be made to reflect inspection, testing, cleaning, or repackaging where required

  • Any items that have been wall-mounted, ceiling-mounted, or otherwise installed must be safely removed by the customer and securely packaged, ready for collection

We are unable to remove or uninstall items as part of the returns process.

Faulty items (B2B)

If you believe goods are faulty due to a manufacturing defect, please notify us as soon as reasonably possible.

We may request photographs or video evidence to help us assess the issue before arranging repair, replacement, or collection.

Damage resulting from misuse, impact, incorrect installation, tampering, or abnormal wear is not considered a manufacturing fault.

Refunds

Where a refund is agreed, refunds will be processed within 14 days of receiving the returned item(s), or evidence that they have been returned.

Helpful note for larger items

Some larger products require pallet delivery. Please be aware that return delivery costs for these items can be higher and are the responsibility of the customer unless the item is faulty.