Refund policy

Sensory Matters understands that Internet shopping is different from being able to go to a conventional store. If you are in anyway unhappy with your purchase, you may return/exchange the item/s under the following conditions:

1. All product(s) must be returned within fourteen (14) days of receipt.
2. The product(s) must be as new, i.e.: unused, undamaged and in their original packaging.
3. Email Sensory Matters with the following details at hand: Your Name, Invoice Number, Product Name/Code, Reason for Return and Request for Replacement, Exchange or Refund, before returning the item(s).
4. Post the product(s) via a trackable method to the following address: Sensory Matters, 26 Inchcape Avenue, Wantirna VIC 3152.

Please note: Postage/shipping and handling of products is not refundable unless product is considered faulty.

Our return policy does not apply if the product(s) have been used or damaged. We reserve the right to refuse a return on any product that does not meet these requirements. It is suggested that you insure your return package as Sensory Matters cannot be held responsible for any product lost/damaged in the post. If you have requested a refund, a credit will be issued back to you within 48 hours receipt of product(s), in some cases we may charge a restocking fee of 10% of the product(s) value. If exchanging the item you may select an alternative product, however if the replacement item is priced higher than the item exchanged you will be required to pay for the difference. We charge for shipping when replacing goods (unless faulty, please read below).

Exceptions to Returnable Products: Products offered on Sale are not returnable unless faulty. This type of sale is considered final.

Faulty Products

Sensory Matters prides itself on quality control. In the rare instance that a product is faulty, Sensory Matters will provide a full refund or exchange at no cost to the customer. You must contact Sensory Matters via email info@sensorymatters.com.au to process this prior to returning faulty item(s).