Refund policy

RETURNS & REFUNDS
Our standard returns and refunds policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. If a refund or exchange is sought due to damaged goods, this must be reported within 48 hours of delivery. If more then 48 hours have gone by since delivery of your item, unfortunately, we can’t offer you a refund or exchange.

Where the Buyer wishes to return Goods due to an ordering error, the Seller’s permission must be sought within seven (7) working days from receipt of the Goods.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Please request a Return Authorization Number by emailing info@sensorysurroundings.co.uk with a detailed reason for your return. You may supply pictures or a video of the product that supports your reason. Upon approval, you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@sensorysurroundings.co.uk.

SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If your item is delivered defective or damaged, you must report this at the point of signed for deliveries and note damage to goods before signing. If the damage has not been reported on the signed deliveries we cannot replace the item. Contact us within 48 hours of delivery of your items if you need to exchange it for the same item, via email to info@sensorysurroundings.co.uk

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.