At SensoryU, we’re a small family-run business that believes in being fair and reasonable. While we don’t have a rigid returns policy, we assess all return and refund requests on a case-by-case basis to ensure a balanced outcome for everyone.
Change of Mind
We kindly ask that you choose carefully when placing your order. Because we work with a wide range of specialised products, we do not offer returns or refunds for change of mind.
To help you make the best decision, we provide clear product descriptions, images, and size guides wherever possible. If you’re unsure about a product, feel free to contact us with any questions at hello@sensoryu.com.au or call us on 0403 031 696 before completing your purchase.
If you’re working with an Occupational Therapist, we recommend checking with them before purchasing to make sure the items are suited to your needs.
Order Changes
If you need to amend your order, please contact us as soon as possible. You can reach us at hello@sensoryu.com.au or on 0403 031 696.
We ship most orders within 1–2 business days, so if your order has already been dispatched, we may not be able to make changes.
Product Warranties
We supply products from a range of trusted brands, and we honour the warranty terms provided by each manufacturer or supplier.
If you experience any issues with a product under warranty, let us know — we’ll do our best to assist you by liaising with the supplier on your behalf.
Please note that warranty coverage and timeframes vary by product and brand. We follow ACCC guidelines and always aim to handle warranty matters fairly.
NDIS Orders
For orders paid using NDIS funds, we are unable to offer refunds or exchanges due to the administrative complexity of NDIS billing. However, warranty coverage from suppliers still applies.
If you believe a product you’ve received through NDIS funding is faulty, please get in touch and we’ll help resolve it where possible.
Faulty Items
If you believe you’ve received a faulty item, please contact us at hello@sensoryu.com.au or call us on 0403 031 696.
To help us understand the issue, we may ask for a photo or video of the fault. If a return is required, we’ll provide a prepaid return label and instructions. When returning an item, please include a note with your name, order number, contact details, and a short description of the issue.
We’ll assess faulty items based on warranty conditions, the time since purchase, and how the product has been used.
Need Help?
We’re here to support you. If you have any questions about returns, refunds, or warranty claims, don’t hesitate to contact us at:
hello@sensoryu.com.au
0403 031 696
We’ll do our best to make things right.