Refund policy

Returns

Returns may be accepted within 30 days of receiving your order for items that are:

Faulty
Damaged
Incorrect
Covered by a valid warranty issue

All returns must be approved before being sent back.

To start a return, please email:
📧 contact@sensoryplanet.com.au

Proof of purchase is required.

Change of Mind

Due to the nature of our sensory and hygiene-sensitive products, we do not offer refunds or returns for change of mind.

We encourage customers to review product descriptions, sizing, and recommendations carefully before placing an order. If you are unsure whether a product is suitable, please contact us prior to purchasing.

If your child works with an Occupational Therapist, we also recommend consulting with them before ordering.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Email contact@sensoryplanet.com.au with:

Your order number
Clear photos of the item
Photos of the packaging and shipping label

Please do not use or assemble damaged items before contacting us.

Each case is assessed individually. If a return is required, we will provide instructions and, where appropriate, a prepaid return label.

NDIS Orders

Due to NDIS and plan management requirements, we do not offer refunds or exchanges on orders paid using NDIS funds.
However, any applicable manufacturer or supplier warranties still apply, and we are happy to assist with warranty claims.

Product Warranties

Some products include a manufacturer or supplier warranty. These warranties are passed directly on to you, and we will assist where possible to support any valid claims.

Refunds

Once your return is received and inspected, we will notify you of approval.

If approved:

Refunds are processed to the original payment method
Please allow 5–10 business days for funds to appear

If your order was paid using a Buy Now Pay Later service, refunds will be processed through that provider in line with their policies.

If more than 15 business days have passed since approval and your refund has not appeared, please contact us.

Please note: Made-to-order and large items (including LED products and crash pads) are not eligible for change-of-mind returns and can only be returned if faulty, damaged, or incorrect.

Custom / Made-to-Order Items:
Products that are made to order are non-refundable once production has commenced, due to the custom nature of the order. Lead times vary by freight method (approx. 6 weeks air freight, 8 weeks sea freight).