Last Updated: April 22, 2026

At Smart Sensory, we take pride in the quality of our products and the trust our customers place in us. We understand that occasionally, a product may not meet expectations or an issue may arise during delivery.

This policy explains how we handle refund requests in a fair, transparent, and customer-focused way. Our aim is not just to resolve problems, but to do so in a way that feels respectful and straightforward.

Eligibility for Refunds

You may request a refund if there is a genuine issue with your order.

This includes situations where a product arrives damaged, is defective, or does not match what was ordered. In such cases, we will assess the issue and offer either a replacement or a refund, depending on what is most appropriate.

Refunds are also available if you cancel your order before it has been dispatched. Once an order has already been shipped, it falls under our return process instead.

Conditions for Approval

To ensure a smooth process, refund requests must be made within 7 days of receiving your order.

You will need to provide proof of purchase, such as your order number or receipt. In cases involving damaged or incorrect items, we may request clear photos or supporting evidence to help us review your request accurately.

We aim to handle every request fairly while maintaining a consistent standard for all customers.

Non-Refundable Items

Some items are not eligible for refunds due to the nature of the product or service.

This includes products that have already been used, altered, or damaged after delivery (unless the issue was caused by us). Custom-made or personalized sensory items are also non-refundable, as they are specifically created based on individual requirements.

Additionally, services such as consultations, training sessions, or installations cannot be refunded once they have been completed.

Return Requirements

In certain cases, we may require the item to be returned before a refund is issued.

Products must be sent back in their original condition, including packaging and any included components. Once your request is reviewed, we will provide clear return instructions to guide you through the process.

Unless the return is due to an error on our part, the cost of return shipping will be the responsibility of the customer.

Refund Processing

Once your refund request has been reviewed and approved, we will begin processing it promptly.

Refunds are typically completed within 7 to 14 business days, depending on your payment provider. Where possible, funds will be returned through the same method used during the original purchase.

We will keep you informed throughout the process so you know exactly what to expect.

Partial Refunds

In some situations, a partial refund may be issued instead of a full refund.

This may apply where an item is returned in a condition different from how it was delivered, or where parts of the original packaging or components are missing. Each case is reviewed individually to ensure a fair outcome.

Exchanges

Where appropriate, we may recommend an exchange instead of a refund.

For example, if a product is defective or incorrect, replacing it may be the quickest and most effective solution. Our goal is always to ensure you receive the right product in the best possible condition.

Delayed or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend first checking with your bank or payment provider, as processing times can vary.

If the issue continues, please contact us and we will assist you in tracking and resolving the matter as quickly as possible.

Our Commitment

We value every customer and every order. Refund requests are handled with care, fairness, and professionalism because we understand that behind every purchase is a real need and expectation.

Our approach is simple: if something has genuinely gone wrong, we will take responsibility and work with you to make it right.

Contact Us

If you would like to request a refund or need clarification on any part of this policy, please reach out to us.

Email: info@thesmartsensory.com