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Terms & Conditions/ Returns

Our Guarantee


The Sensory Smart Store is family-run and all started with us finding solutions to help our own sensitive kids.  Our priority first and foremost is always comfy customers, and we want you to be happy with your shopping experience.  However, sometimes things don't go to plan.


Every business needs terms and conditions and we strive to keep ours reasonable and fair.  We take our responsibilities very seriously and want to be here for a long long time.  If you are uncertain about any aspect of this lovely bedtime reading, please do get in touch.


Return/Exchange Policy


We seek high quality products and road test them to ensure they meet our standards.  Our merchandise should always be free of manufacturing defects.  We will accept any faulty item for refund or exchange within 14 days of purchase. Failure to contact us within this acceptable return period will be deemed to be acceptance of the product.


You have a right to cancel your order from when it is placed and paid online to within 7 days of receipt.  If your order has already been dispatched when you cancel we will need to wait for its return before we process the refund.  You are responsible for paying the return post.  In the instance of cancelling after ordering, or returns for refunds it would be deemed reasonable that we deduct the postage paid originally from the refund. Please contact us by email if you have any concerns about this, including your order reference, if unsure, please always get in touch.  We recommend you get proof of post or signed for post service for returns.


Due to the nature of some of our products, hygiene is a consideration.  Therefore, no returns can be permitted on socks, hairbrushes, toothbrushes or underwear that have been worn or used, so please always double check sizing and preferences before ordering.  There are some instances where we will offer store credit, exchanges or alternatives.


Returns are permitted on other items as long as they are in new, unwashed condition, unaltered, and still have the original tags and packaging.  They must be in reasonable, saleable condition.  Please allow 3-7 days for returns processing.    


The Sensory Smart Store is not able to accept liability for failure to comply with care instructions suggested for items sold.  We always recommend you make yourselves familiar with care information for any product.


Sale and clearance merchandise are not eligible for returns.  These items can be exchanged for store credit or against other items.


Please DOWNLOAD PRODUCT RETURN SLIP HERE> if you want to return a product.   You can print and use the slip for returns, exchanges or quality issues.


You remain responsible for any returned goods until they reach us, so please consider using a Recorded Delivery service or obtain a free proof of posting certificate at the Post Office.  We are not responsible for shipping costs on returned product except when defective or if otherwise agreed in advance.  We are not held responsible for product returns that are damaged or lost in transit.  But again, we always try and help you locate and replace or make claims through the appropriate channels.


There are sometimes circumstances that don’t fit neatly into the rules and we aim to assist wherever we reasonably can.  If unsure, please get in touch.




Please be assured because we started out finding solutions for our own child, we price fairly to get products to you as quickly and cost-effectively as possible.  Sadly though, special machining, high quality fabrics, innovation, shipping and import costs all add up.  Being a niche trader we don't sell in high enough volume to demand high margins.  We aim for balance - to give a great service at a fair price.  We are able to do this because we keep our overheads low.  


Prices, VAT & postal charges are subject to change without notice, latest prices will always be shown on our website.


Post & Shipping:


Post is calculated automatically by region, value and estimated weight of package.  We aim to only charge what the Royal Mail charge us, there are no charges for packing.  We post small packages 1st or 2nd class with Certificate of Post.  Over £20 value we use Signed for.  Internationally we follow the same principle.  We occasionally offer free post for larger orders in the UK.  If the postage that comes up automatically isnt your preferred option, email to arrange other options.


When the 'Free Post over £55 (excl. VAT)' offer is valid, it applies to second class recorded post within the UK only.


Privacy & Security of Information


We will not share your information with any third party outside of our organisation other than those involved in processing your order.  In order to ensure the highest level of Privacy and Security, all of our transactions (other than cheque, Postal Order and Direct Debits) are completed using Paypal or other secured services.   We do not retain any credit card information in our files – For more information on Paypal’s Privacy Policy click here.


Email-Policy: We respect our customers' rights to a spam-free inbox. We ask for customer e-mail addresses only to communicate with you about your order as it progresses, and to keep you up to date with new products and relevant promotions.  We will never EVER give your information to third parties for promotional purposes.


If you wish to keep up to date with developments, please ‘like’ us on Facebook, follow us on Twitter, or add your name to our mailing list.  We will email you periodically to let you know about new products or specials, but not incessantly!