Refund policy

Refund Policy

At Sensly, we want you and your family to feel confident shopping with us. Please read our policy below for how returns, exchanges, and refunds work.

Change of Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided the item is unused, unopened, and in its original packaging with all tags attached. To start a return, contact us with your order number and reason for return. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or different from what you ordered, we'll offer a full refund, replacement, or repair at your choice, and we'll cover the return shipping cost. This is in line with your rights under Australian Consumer Law, which guarantee remedies for goods that are faulty, not fit for purpose, or not as described — these rights exist regardless of any other terms in this policy.

Hygiene-Sensitive Items
For health and safety reasons, chewable items (chewies, teethers, and similar oral sensory products) cannot be returned once opened or used, unless the item is faulty. This exclusion does not affect your rights under Australian Consumer Law for faulty goods.

How Refunds Are Processed
Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days.

Sale Items
Items purchased on sale are eligible for the same return conditions as full-price items, unless stated otherwise at checkout.

Contact Us
Questions about a return or refund? Reach out to us at [support email] and we'll be happy to help.