Warranty& Exchnages

WARRANTY & RETURNS

30-Day Warranty

We offer a 30-day warranty on all products purchased from Sensory Stand, starting from the date the product is delivered. This warranty covers defects in materials or workmanship under normal, proper use.

If you believe your product is defective within this 30-day period, please contact us at hello@sensorystand.com.au with clear photos or a short video showing the issue. This helps us assess your claim quickly and fairly.

In most cases, you do not need to return the product to us. If we determine that a physical inspection is required, we will let you know, and in that case we will reimburse reasonable return postage costs, provided the item is genuinely defective. Do not send products back without written consent from us first.

This warranty does not cover:

• Damage caused by accident, misuse, abuse, neglect, or normal wear and tear

• Modifications or repairs performed without our authorisation

• Lost or stolen items

For hygiene-sensitive products (such as oral motor tools from Ark Therapeutic, wearable items such as body socks & fabric items such as weighted products), returns or exchanges are not accepted unless the product is found to be defective — in which case we will assist you with the next steps once you contact us at hello@sensorystand.com.au

Australian Consumer Law – Consumer Guarantees

In addition to the 30-day warranty above, your purchase also comes with automatic consumer guarantees under the Australian Consumer Law (ACL). These guarantees cannot be excluded by any of our policies and apply regardless of any warranty we offer.

Under the ACL, goods must be:

• Of acceptable quality (safe, durable, free from defects, and fit for purpose)

• Match the description provided when sold

• Fit for any specific purpose made known to the seller at the time of purchase

If a product fails to meet these consumer guarantees, you are entitled to a remedy, such as a repair, replacement, or refund — depending on whether the failure is considered major or minor under the law.

Important: Consumer guarantees are assessed on what a reasonable consumer would expect given the nature, type, and price of the product. Remedies under ACL do not automatically require a replacement unit after many months for low-value products (under $150 ) where a reasonable consumer would expect some level of wear or failure over time.

Returns, Refunds & Remedies

If you believe your product is defective, please contact us right away at hello@sensorystand.com.au with your order number and supporting photos or video (especially for faults).

We will review your case and may offer a remedy such as:

• Repair or replacement of the item (if it is in stock)

• Refund of the purchase price

Where a remedy involves returning the product for inspection, we will request return of the product and reimburse reasonable return shipping costs on defective items. Please do not return an item without written authorisation from us.

For non-defective products (such as wrong choice, change of mind), return postage and handling fees may apply.

Exchanges

We are passionate about making sure you have the right product for your needs. If you change your mind about the purchased items, you are welcome to return it to us (at your cost) and we will provide you with a credit so you can chose something else.

If you purchased fidget rings and the size chosen does not fit quite right, please contact us at hello@sensorystand.com.au within 30 days of your purchase. We'll be happy to assist with an exchange. 

Please know that for oral / chewable products, we cannot accept returns unless the items are unopened (plastic package must be sealed) and in the same new condition as we shipped them. We will send these items to someone else, so if you send it back, please make sure that you would feel happy to receive it!

Unless the goods are defective or sent in error, you will be required to pay postage with tracking to return goods. Items must be received in original, unopened condition and packaged safely so damage does not occur. If returned goods are used or in an unsaleable condition, then your return may not be processed. 

How to Submit a Claim

To submit a warranty or consumer guarantee claim, please email:
hello@sensorystand.com.au
Include:

• Your order number

• Clear photos or video of the issue

• A brief description of how the item was used

We’ll review your claim and provide a response with the next steps promptly.

REFUNDS

Once your return claim is processed, your refund will be issued, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.

For change of mind refunds, please note refunds are on goods only, not shipping.

For wrong or defective items received refunds will include shipping. 

If you haven't received the refund yet, first recheck your bank account.
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 hello@sensorystand.com.au