Refund & Returns Policy

We want you to love what you ordered. If something's not right, here's how we make it right — in line with your rights under Australian Consumer Law.

Last updated: May 2026

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

1. Physical Products — Change of Mind Returns

We accept change-of-mind returns on physical products within 30 days of delivery, provided:

  • The item is unused, in its original condition, and in original packaging
  • The item is not a hygiene-sensitive product (e.g. chewable sensory tools, weighted lap pads that have been used)
  • Proof of purchase is provided

Change-of-mind returns are at the customer's expense — return shipping costs are not refunded. Once we receive and inspect the item, we will issue a store credit or refund to your original payment method within 5–7 business days.

2. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, we will resolve it at no cost to you. Under Australian Consumer Law, you are entitled to:

  • A full refund for major failures
  • A replacement or repair if the failure is not major
  • Compensation for any other reasonably foreseeable loss

Please contact us within 14 days of receiving a faulty or incorrect item. Email support@sensoryhive.com.au with your order number and photos of the issue. We'll arrange a prepaid return label or let you know how to proceed.

3. Digital Downloads — No Refunds

Due to the nature of digital products, we are unable to offer refunds or exchanges on digital downloads (PDF colouring books, activity packs, parent guides) once the file has been downloaded or the download link has been accessed.

If you experience a technical issue accessing or downloading your file, please contact us immediately at support@sensoryhive.com.au and we will resolve the issue promptly — including resending your files if needed.

This policy does not override your rights under Australian Consumer Law. If a digital product is significantly different from its description or fails to work as described, you may be entitled to a remedy.

4. Print-on-Demand Products

Print-on-demand items (apparel, mugs, printed books) are produced individually to order. We cannot accept change-of-mind returns on these items. However, if your item arrives faulty, misprinted, or damaged, we will arrange a reprint or full refund — please contact us within 14 days with photos.

5. Subscription / Membership

Monthly memberships can be cancelled at any time before your next billing date. Cancellation takes effect at the end of your current billing period — you retain access until then. We do not offer pro-rata refunds for partial months, except where required by Australian Consumer Law.

6. How to Start a Return

  1. Email us at support@sensoryhive.com.au with your order number, the item(s) you wish to return, and the reason
  2. We'll respond within 1–2 business days with return instructions
  3. Pack the item securely in its original packaging where possible
  4. Ship the item to the address we provide (change-of-mind returns are at your cost)
  5. Once received and inspected, we'll process your refund or exchange within 5–7 business days

7. Refund Processing

Approved refunds are returned to your original payment method. Processing times:

  • Credit/debit card: 3–5 business days after we process the refund (may vary by bank)
  • PayPal: 3–5 business days
  • Store credit: issued immediately upon approval

8. Non-Returnable Items

The following items cannot be returned (except under Australian Consumer Law guarantees for faulty/misdescribed goods):

  • Digital downloads that have been accessed
  • Used hygiene-sensitive items (chew tools, worn weighted products)
  • Personalised or custom-made items
  • Items returned more than 30 days after delivery
  • Items not in original condition or packaging (for change-of-mind returns)

9. Contact Us

We're here to help — your satisfaction matters to us.