Returns & Refunds Policy

Sensory Support – South Africa

At Sensory Support, we want you to feel confident and happy with every purchase. If something isn’t right, we’re here to help. This Returns & Refunds Policy applies to all orders placed within South Africa.

 

1. Eligibility for Returns

You may return an item if:

  • The product is defective or damaged on arrival

  • You received the incorrect item

  • The item is unused, in original packaging, and returned within 7 days of delivery

Please note: For hygiene reasons, certain items that have been opened or used may not be eligible for return unless they are defective.

 

2. Defective or Damaged Items

If your item arrives damaged or has a manufacturing fault:

  1. Notify us within 48 hours of delivery.

  2. Email clear photos/videos showing the issue.

  3. We will review and offer:

    • A replacement, or

    • A refund, or

    • Store credit

We cover all return courier costs for defective/incorrect items.

 

3. Change-of-Mind Returns

If you decide you no longer want the item:

  • You may return it within 7 days of receiving it.

  • The product must be unused and in its original condition and packaging.

  • Customers are responsible for return courier fees.

  • Refunds for change-of-mind returns exclude the original shipping fee.

4. Refund Process

Once we receive and inspect your return, we will process your refund within 5–7 working days. Refunds are issued via:

  • EFT (bank transfer), or

  • Store credit

We will notify you once your refund has been processed.

 

5. Exchanges

Exchanges are subject to stock availability. If the item is unavailable, store credit or a refund will be offered.

 

6. Non-Returnable Items

For safety & hygiene reasons, the following cannot be returned unless defective:

  • Chewable jewellery / chewable sensory items

  • Ear plugs

  • Opened or used products

  • Sale items (unless faulty)

7. Courier & Shipping

  • We use trusted South African couriers.

  • Shipping fees are non-refundable except in cases of defective or incorrect items.

8. How to Log a Return

To request a return, please email:
support@sensorysupport.co.za

 

Please include:

  • Order number

  • Full name

  • Contact details

  • Reason for return

  • Photos/videos of the product/s

9. Compliance

This policy is in accordance with the Consumer Protection Act (CPA) of South Africa.

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