Returns Policy
We strive to provide the best possible service and want you to be happy with your purchase. If for any reason you are not satisfied, please read our refund and returns policy below.
Change-of-Mind Returns
We have a 14-day return policy for change of mind, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition that you received it—unopened, unused, and in its original packaging. Please ensure that the product is securely packaged to avoid damage during transit. You’ll also need to provide the receipt or proof of purchase. We will inspect the returned product and issue a refund if it is in its original condition. Please note that only the purchase price of the product(s) will be refunded.
For change of mind returns, please email us at info@thesensorysloth.com, including the following details:
- Order Number
- Order Date
- Item(s) you’re returning
- Reason for Return (This helps us improve our future service, but does not affect your return.)
Please note that the return postage will be at your own cost. We recommend using a tracked shipping service as we cannot be held liable for any missing packages. If an item is returned without prior approval, it will not be accepted.
Damages and Issues
Please inspect your order immediately upon receipt. If you find any items that are defective, damaged, or if you received the wrong item, please contact us as soon as possible. We will assess the issue and resolve it for you as quickly as possible. Please allow up to 3 working days for us to get back to you.
Exchanges
If you would like to exchange an item, please return the item for a refund (subject to the return conditions) and place a new order for the item you want. This is the quickest way to get the item you need.
Refunds
Once we’ve received and inspected your return, we will notify you if your refund has been approved. Refunds will be processed to the original payment method. Please note that shipping charges paid will not be refunded. It can take up to 5 business days for your bank or credit card company to process your refund.
Faulty Products
If you receive a faulty or damaged product, you are entitled to a repair, replacement, or refund as per Australian regulations. If this happens, please contact us immediately with the following details:
- Order Number
- Order Date
- Description of the Fault or Damage (Please include clear photos to help us understand the issue.)
We may ask you to return the faulty item, at our expense, or we may allow you to dispose of it safely. If the item does not need to be returned, we will advise you via email.
Incorrect Product Sent
In the event that we send you the wrong product, please contact us before opening the item. We will then advise whether the item needs to be returned. If so, we will send you a prepaid shipping label, and we will arrange to send you the correct item or issue a refund once the wrong item is returned. If you do not wish to return the incorrect item, we may offer a special discount or a full refund for the missing item.