Refund policy

If you have any problems with an item purchased from The Sensory Specialist, please complete the following form:

Items that are damaged on arrival

If your parcel arrives damaged, email us a photo of the damaged item and the packaging with your name and order ID.
This must be lodged within 1 day of delivery or the courier may not cover the insurance claim.
In most cases we’ll send a replacement immediately.
If the item is unavailable, we’ll offer the closest alternative of similar value or a refund for the product value.

Sometimes products don’t perform as expected due to a manufacturing fault. Please complete Warranty Claim:

Submit Warranty Claim or Damaged on Arrival Claim
Many products are covered by a manufacturer’s warranty and can be repaired or replaced (warranty length varies by item).
Faults caused by misuse, mistreatment or unreasonable use are not covered.
If repair isn’t possible or practical, we’ll offer a replacement.
Your rights under Australian Consumer Law (ACL): You’re entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure.

Please choose carefully; we’re not obliged to provide exchanges for change of mind or incorrect selection.
Where possible, we’ll try to help if packaging is unopened and item is in original condition.
Customer pays return shipping.
Refunds are processed after we receive the item and confirm it’s unused, unopened and in original packaging.
Use tracked postage and pack items well to avoid transit damage.
We can’t refund products where the outside packaging has been opened.
Change-of-mind requests must be made within 14 days of receiving your product.

Contact us within 14 days of delivery.
You pay postage to return the original and postage for the new item.
Replacement ships after the original is received and confirmed unused, unopened and in original packaging.
Use tracked postage and pack items well to avoid transit damage.
We can’t exchange any product where the outside packaging has been opened.
Apply for a Return or Exchange

Applies to first-time Mooshy Mat purchases.
If you’re not satisfied with the support quality of the Mooshy Mat, return within 30 days of delivery for a full refund (excluding shipping).
Eligibility:
- Product is clean, in good condition and suitable for donation.
- A return request is submitted via our form.
- Claim is based on product performance, not change of mind or sizing.
- Refund is issued once the item is returned to us.
  
  Submit your claim: Mooshy Mat 30-Day Return Form

Warranty coverage: 12 months from purchase (or pre-order shipment date). Start a claim by emailing us with photos of the fault.
Exclusions: Stains, marks, sweat, grease, spills, pet/claw damage, heavy furniture, commercial/high-traffic use, or failure to follow care instructions.
This policy outlines the rights and responsibilities of both parties for Mooshy Mat warranty and returns.

Items like Nee Doh/stress balls are not covered under warranty once used.
Lifespan varies with frequency/intensity of use.
Designed for domestic use only (not schools/childcare/kinders).
Not indestructible; intended for gentle fidgeting.
Not recommended for children who may bite/chew/ingest contents. Avoid over-stretching or sharp objects—damage of this kind isn’t eligible for replacement.

Unless otherwise noted, most products include a 6-month warranty from purchase for manufacturing defects (not misuse).
Some items have longer warranties (e.g., 12 months). Unsure? Email orders@thesensoryspecialist.com.au
Read product descriptions and care instructions to ensure correct use and longevity.
We’re not responsible for stains, damage, marks or discoloration that occur after use.
Colours may vary slightly due to photography and device displays.
General wear and tear over time is expected and not considered a fault.