Refund policy
Something not right with your order? We are here to help with faulty, damaged or incorrectly supplied items. We do not offer change of mind returns.
When can I request a refund?
If your item is faulty, arrives damaged or is not what you ordered, contact us so we can put things right. Depending on the issue and your rights under applicable law, the resolution may be a refund, replacement or repair.
We do not offer returns or refunds simply because you change your mind. This includes choosing the wrong item, no longer needing it or deciding you do not like its colour, texture or feel, provided the product matches its description and is not faulty.
What should I do if my item is faulty, damaged or incorrect?
Email support@sensorystall.com or use our contact form. Please include:
- Your order number or other proof of purchase.
- The item affected and a description of the problem.
- Clear photos or a short video, where possible.
Please tell us as soon as you notice the problem. There is no fixed reporting deadline that overrides your statutory rights. Stop using an item if it appears unsafe.
What is not covered?
Our voluntary refund policy does not cover change of mind, ordinary wear and tear, or damage caused by misuse, accidental damage or failure to follow the product’s care instructions.
Opening an item, buying it on sale or receiving it as part of a bundle does not remove your rights if it is faulty, incorrectly supplied or not as described. We assess the cause of the problem rather than automatically rejecting a claim because an item has been used.
Do I need to return the item, and who pays postage?
Contact us before posting anything back. If a return is needed, we will provide the correct address and instructions. Do not use the sender address on the parcel unless we confirm it.
For an accepted faulty, damaged or incorrect item claim, we will arrange return postage or reimburse reasonable return costs. There is no restocking fee for these claims.
Please package the item securely and keep your postage receipt. Original packaging is helpful, but is not required where you are exercising a statutory right to a remedy.
How will my refund be paid?
We will confirm the outcome of your request by email. Approved refunds are returned to the original payment method. We aim to issue them within 5 business days of approval, or sooner where required by law. Your bank or payment provider may take additional time to display the credit.
Refunds reflect the amount actually paid for the affected item, including any discount applied. We will include delivery charges where required by law or where the whole order is refunded because of our error.
If a refund has not appeared after 10 business days, contact us and we will help trace it. We will not require you to accept store credit where you are legally entitled to a refund.
What if my order is missing or delayed?
Check your tracking details and whether someone at your address accepted the parcel. If you still cannot locate it, contact us with your order number so we can investigate with the carrier.
A tracking status of “delivered” does not automatically settle a missing parcel claim. We will review the available evidence and provide the appropriate resolution under applicable law.
If we cannot dispatch within the timeframe promised when you ordered, we will contact you about the delay and any right to cancel for a refund. An investigation will not remove your statutory rights or extend a legally required refund deadline.
Can I cancel an order before it ships?
Contact us as soon as possible if you need to cancel an order. We will check whether fulfilment can still be stopped. We cannot guarantee a voluntary cancellation once processing has begun.
This does not affect any cancellation right available under applicable law, including where we cannot fulfil the order as promised.
Can I get a refund for a Sensory+ membership charge?
Product refunds and Sensory+ membership charges are handled separately. Cancelling a membership does not automatically refund charges already processed.
If you believe a membership charge was incorrect, unauthorised or taken after a valid cancellation, contact support@sensorystall.com with the email address used for your order and the date and amount of the charge. We will investigate and provide any refund required by law or justified by the circumstances.
To cancel by email, contact support@sensorystall.com at least 3 business days before your next billing date so our team has time to process your request. Include the email address used for your order. This notice requirement applies to email requests and does not limit any statutory cancellation rights.
To manage or cancel your membership, sign in to your account, then select Manage Sensory+. Returning a product does not itself cancel a separate membership, so tell us if you also want to cancel it. More information is available in the Sensory+ FAQs.
What about my consumer rights?
This policy is in addition to any rights you have under applicable consumer law. Nothing here excludes, restricts or replaces a right that cannot lawfully be excluded.
Where Australian Consumer Law applies, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.
If you have a concern about a payment, you may contact us for help. Doing so is not a condition of exercising any right to raise a dispute with your bank or payment provider.