Refund policy

Returns & Refund Policy

Last Updated: [Insert Date]

At The Sendsory Box, we want you to shop with confidence. If something isn't quite right with your order, we'll always do our best to help.

This policy explains how returns and refunds work and your rights as a customer under UK consumer law.

Returning an Item

If you would like to return an item, please contact us before sending anything back.

To request a return, email us at:

📧 thesendsorybox@gmail.com

Please include:

Your order number
Your full name
The item(s) you wish to return
The reason for the return

Once we've received your request, we'll provide you with the appropriate return instructions and return address where applicable.

Please do not send items back without contacting us first, as this may delay the processing of your return.

Change of Mind Returns

If you've changed your mind about your purchase, you have the right to request a return within 14 days of receiving your order.

Returned items must:

Be unused
Be in their original condition
Be returned with original packaging where possible
Be suitable for resale

Customers are responsible for the cost of returning unwanted items unless the item is faulty or sent in error.

Faulty, Damaged or Incorrect Items

We're sorry if something isn't right.

If your order arrives:

Damaged
Faulty
Incorrect
Incomplete

please email us within 48 hours of delivery.

Where possible, include photographs showing:

The item
Any damage
The packaging

This helps us investigate quickly and resolve the issue as soon as possible.

Depending on the circumstances, we may offer:

A replacement
A refund
A replacement part (where appropriate)

Non-Returnable Items

For hygiene and safety reasons, we may be unable to accept returns on certain items unless they are faulty.

This may include:

Opened slime
Opened putty
Opened sensory compounds
Items that have been heavily used or damaged after delivery

Your statutory rights are not affected.

Mystery & Assorted Products

Many of our products are supplied in assorted colours, styles or characters.

Where a product is advertised as:

Mystery
Surprise
Assorted
Random selection

we cannot accept returns simply because a particular colour, character or design was not received.

Product Care

Our products are designed for gentle sensory play.

Unfortunately, we cannot offer refunds or replacements for damage caused by:

Excessive stretching
Biting or chewing
Cutting or puncturing
Misuse
Normal wear and tear
Accidental damage after delivery

Please inspect products before each use and discontinue use immediately if damaged.

Safety

Many of our products contain small parts or fillings and may present a choking hazard.

Adult supervision is recommended whenever children use our products.

Please always follow the age recommendation displayed on the product packaging or product page.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be processed back to your original payment method.

Please allow your payment provider several working days to process the refund after it has been issued.

Exchanges

We do not currently offer direct exchanges.

If you'd like a different item, please contact us and we'll advise on the quickest way to arrange this.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

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Product Use Disclaimer

Our products are intended for sensory play and recreational use only. They are not intended to be chewed, bitten, punctured, cut open or ingested.

The Sendsory Box cannot accept responsibility for damage, injury or loss resulting from misuse, failure to follow age recommendations, lack of adult supervision or use of products in a manner other than their intended purpose.

Nothing in this policy excludes or limits liability where it cannot legally be excluded under UK law.