Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@sensorysw.co.uk. Please note that returns will need to be sent to the following address: Unit D2, Rear of London House, Thames Road, Crayford Kent, DA1 4SL 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@sensorysw.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sensorysw.co.uk.

Restocking Fee

All approved returns are subject to a 25% restocking fee, which will be deducted from the total refund amount. This fee helps cover inspection, handling, and repackaging costs.

Pre-Order Policy

Please read the following policy carefully before making your purchase.

What is a Pre-Order?

A pre-order allows you to purchase an item before it is officially released or restocked. These products are not currently available for immediate dispatch.

2. Payment Terms

Full payment is required at the time of placing a pre-order unless otherwise stated. In some cases, we may offer a deposit option, with the remaining balance due prior to dispatch.

3. Release Dates & Availability

All release or restock dates provided are estimates only. While we aim to meet these timelines, delays may occur due to factors beyond our control (such as supplier or shipping delays).

4. Shipping & Delivery

Pre-order items will be shipped as soon as they become available. If your order includes both pre-order and in-stock items, the entire order may be held or part shipped until all items are ready to ship unless otherwise arranged.

5. Cancellations

You can not cancel your pre-order.

6. Refunds & Returns

Refunds for pre-orders will not be issued but we may issue credit to be applied to the account to the value of the order.

7. Price Changes

Prices for pre-order items are subject to change. However, once your order is placed, you will not be charged any additional amount if the price increases.

8. Communication

We will keep you informed of any significant updates regarding your pre-order, including delays or changes to availability.

9. Contact Us

If you have any questions about your pre-order, please contact our support team at info@sensorysw.co.uk

By placing a pre-order with us, you agree to the terms outlined in this policy.