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Terms and Conditions

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 RETURNS FORM HERE> if you want to return a product.  You can print and use this form 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,in which case we would supply you with a prepaid label.  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.

Pricing

Please be assured because we started out finding solutions for our own child, we work hard 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.  We are at the mercy of international exchange rates which have been affected by the value of the £ during Brexit negotiations.  Being a niche trader we don't sell in high enough volume to demand high discounts from our suppliers.  This means sometimes the prices are a little higher than we would like.  We aim for balance - to give a great service and make as many options available as we can manage at a fair price.  We are able to do this because we keep our overheads very low.  

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

Post & Shipping:

We aim to ship your order within 1-2 working days of ordering. Working days are Monday to Friday not including bank holidays. Our daily cut-off is 2pm, so orders received before 2pm Monday to Friday (excluding bank holidays) will normally be shipped same day unless there are stock issues which we would inform you of.

Post is calculated automatically by region, value and estimated weight of package.  We aim to only charge what the Royal Mail or courier companies charge us, there are no charges for packing or packaging. Heavy items may carry a postage surcharge to cover additional postage costs.  We normally post small packages 1st or 2nd class with Certificate of Post.  Over £10 value we normally use Signed for or tracked services.  Internationally, all orders are sent Signed for.  We occasionally offer free post for larger orders in the UK.  The 24hour tracked and 48hr tracked services are Royal Mail services.  Their guarantees are 1-2 days on 24hr tracked, and 3-5 days on 48hr tracked. If your parcel takes longer, please let us know.  They count the time from when they receive the packet which is by 4pm on the day of packing.  Should you need a guaranteed next day service please contact us and we can arrange Special Delivery but there would be a top up charge for this, usually around £4-5 depending on the weight and dimensions of the packet. We cannot guarantee next day delivery or a specific delivery window unless a premium service is arranged.

Larger or heavy orders may be sent as 2 or more parcels, or via courier such as My Hermes.

If the postage that comes up automatically isn't your preferred option, email sales@sensorysmart.co.uk to arrange other options.
 

When the 'Free Post over £55 (excl. VAT)' offer is valid, it applies to second class Signed for or 48hr tracked post within the UK only.

Restricted Items
We are unable to post items such as fabric conditioner outside of the UK, and you should ensure that any items such as liquids are not prohibited for import in your region.

We are not able to send Chewigems to Australia at this time due to contractual agreements - please contact your local supplier to obtain these.

Stock and Replacement Items
If all or part of your order is out of stock, there may be a slight delay in your parcel being posted. We will aim to notify you immediately by email if this is going to exceed our normal service level. Make sure that you add sales@sensorysmart.co.uk to your email address book so that you don't miss any emails from us.

If an item is unavailable, you may be offered an alternative of equivalent or higher value at our discretion (e.g. we may send a 2 pair pack of tights if a 1 pair pack is unavailable.) 

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.

To read about how your data is collected, held and processed, please refer to our full Privacy Policy.

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!