Refund policy

SensorySoftShop  
100 % Happiness Exchange & In-Store Credit Policy  
Last updated: 08th of May 2026.

At Sensory Soft Shop we exist to make you feel good—full stop.  
If something about your order isn’t perfect, we will make it right with a FREE one-time replacement or a 100 % in-store credit.

How Our Policy Works:

1. Contact us within 30 days of receiving your parcel at relax@sensorysoftshop.com and tell us:  
   • Your order number  
   • The item you’d like replaced or credited  
   • Whether you’d prefer another size/colour {of the same product}.  
   • A quick photo of the item (so we can log the issue—no need to ship it back)

2. We’ll reply within 7 business days with either:  
   • Confirmation that your replacement is being processed, or  
   • A personalised Gift Code equal to the item price that you can use at checkout any time within 12 months.

3. No need to return the original item. Please feel free to gift it, donate it, or keep it as a spare!

What We Will Do:

• Replace the exact product in a different size, colour, or style variant, {if stock is available}.  
• Issue a 100 % store credit to the value of the product purchase price in AUS Dollars.  
• Cover standard shipping for your one-time replacement (Australia & NZ; international orders may attract a subsidised fee that we’ll confirm before shipping).  
• Immediately replace or credit any product that arrives faulty, damaged, or incorrect.

What We Don’t Do

• No refunds to original payment methods.  
• We cannot credit or replace items more than 30 days after delivery.  
• We do not offer credit or replacement for Clearance items, Gift Cards, customised products, underwear, or other personal-use items specifically marked “Final Sale.”  
• Any duties, import taxes, or customs fees are non-refundable.

Fair-Play Clause:

We believe generosity builds community, but we also have to protect it.  
Sensory Soft Shop reserves the right to decline or cancel exchanges, credits, or future orders if, in our reasonable opinion, a claim appears fraudulent, excessive, or otherwise taking unfair advantage of this policy.

Need Help?

Our customer happiness crew is ready to assist.  
Email: relax@sensorysoftshop.com

Thank you for choosing SensorySoftShop. We can’t wait to help you find the perfect fit, feel, and colour—risk-free!