Refund policy

🔁 Returns & Exchanges

We do not accept returns for change of mind. Please choose carefully before placing your order.

To support informed purchases, we include detailed product descriptions and images on our website. If you have any questions about an item before buying, feel free to contact us — we’re always happy to help.

⚠️ Faulty or Damaged Products

If your item arrives faulty, damaged, or with a manufacturing defect, we’re here to make it right.

Please notify us within 7 days of receiving your order by emailing team@sensoryessentials.com.au or using the contact form on our website. We may request:

A description of the issue

Clear photos of the item and packaging

Depending on the situation, we will offer one of the following:

A replacement product

A repair (if applicable)

A refund

For approved faulty returns, we will cover return shipping costs.

❌ Non-Returnable Items

Due to health and hygiene reasons, the following items cannot be returned or exchanged:

Oral products (e.g., chew tools)

Used or opened items

Clearance or final sale items

Customised or made-to-order products

ℹ️ NDIS Orders

If you are purchasing through a self-managed or plan-managed NDIS plan:

Please ensure the product aligns with your plan goals and is supported by a letter of support (if required).

We are happy to provide invoices and product details to assist with your claim.

Our standard returns policy applies — we cannot accept returns for NDIS-funded purchases unless the item is faulty or damaged.

📦 How to Report a Faulty Item

Include your invoice number, a description of the issue, and supporting photos.

We’ll assess the claim and guide you through the next steps.

📨 Need Help?

We’re here to help with any questions about your order, product selection, or NDIS ordering assistance.

📧 team@sensoryessentials.com.au

🛒Contact Page (via our website)

Thank you for shopping with My Therapy Essentials. We appreciate your support and trust in our Australian family-owned business.