Returns & refunds
Your rights under Australian law come first. Our own 30-day policy sits on top of them.
- Faulty, damaged or not as described? We pay the return postage, there is no 30-day cut-off, and on a major failure you choose between a refund and a replacement.
- Changed your mind? 30 days from delivery, unused and with tags on, and you cover the return postage. We will not ask you why.
- No return number to chase. Put a note in the box with your name and order number, and post it back.
- Refunds within 5 business days of your return reaching us, back to the card or account you paid with.
Your rights under the Australian Consumer Law
Nothing on this page limits your rights under the Australian Consumer Law. If anything here appears to, the law wins.
Our products come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have a product repaired or replaced if it is not of acceptable quality and the failure does not amount to a major failure.
These rights are not limited to 30 days. They apply for as long as is reasonable given the price of the product and what it is for.
A major failure includes a product that is unsafe, is significantly different from its description, has a defect you would not have accepted had you known about it, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time. For more, see the ACCC guidance on consumer rights and guarantees.
If something is faulty, damaged or not as described
Email us with your order number and a photo of the problem, and tell us what is wrong. We will sort it.
- We pay the return postage. Send it back at our cost, or we will arrange collection for anything bulky.
- You do not need the original packaging and you do not need the tags attached. Proof of purchase is enough, and your order confirmation email counts.
- Where the failure is major, you choose between a refund and a replacement. Where it is minor, we will repair or replace it at no cost to you.
- There is no time limit beyond what is reasonable for the product. A zip that fails after four months is still our problem.
- This applies to every product we sell, including clearance items, custom orders and anything bought on sale.
Sometimes we will not ask for it back at all. If sending the item back would cost more in freight than the item is worth, or it is damaged past reselling, we may simply send you a replacement and ask you to keep, donate or dispose of the original. We will tell you when that is the case. It is our call to make rather than something you need to ask for, and it does not change any of the rights above.
If a parcel arrives damaged in transit, that is covered here too, and our shipping policy explains what to photograph.
If you have changed your mind
This is our own policy, offered on top of the rights above. It is not a limit on them.
You can return a product for a refund or an exchange within 30 days of delivery, provided it is unused and in resaleable condition with tags and labels attached, and returned with proof of purchase.
We will not ask you why. You do not need a reason, and you do not need our permission first.
You pay the return postage on a change-of-mind return. We recommend a tracked service, because the parcel is your responsibility until it reaches us.
What change of mind does not cover
- Custom and made-to-order items. They are built for you and cannot be resold.
- Clearance and final sale items. These are marked as such on the product page before you buy.
- Mattress and bedding items once opened, for hygiene reasons. Unopened, they are returnable as normal.
These three exclusions apply to changing your mind, and to nothing else. If a custom item, a clearance item or an opened mattress is faulty, damaged or not as described, your rights are exactly the same as for any other product we sell: we pay the postage, there is no time limit, and the consumer guarantees apply in full. A discount does not reduce them.
How to send something back
Three steps, and no permission needed
- 1
Pack it securely, ideally in the box it arrived in. Put a note inside with your name and order number so we can match it to your order.
- 2
Post it to us, using a tracked service if you can.
SensoryTent
Attn: Returns
Unit 3, 1A Goulburn Street
Cheltenham, Victoria 3192 - 3
Email contact@sensorytent.com.au to tell us it is on its way. This is optional, but it means we can watch for it and process your refund the day it lands.
If your return is for a fault, email us before you post it. We will cover the postage, and for anything large we would rather arrange collection than have you wrestle a bed canopy to the post office.
Exchanges
Happy to. Send the item back the same way as any change-of-mind return, and tell us what you would like instead.
On a change-of-mind exchange you pay the postage both ways: the cost of returning the original, and the cost of sending the replacement out. We will email you the outbound cost before we ship, so there are no surprises.
If the price differs, we will refund or invoice the difference. If the item you want is out of stock, we will tell you when it is due and you can wait or take a refund.
On a faulty item, we pay both ways. You are never out of pocket for a replacement of something that should have worked.
Refunds
Once your return arrives and we have checked it, we will process your refund within 5 business days and email you when it is done. Refunds go back to the original payment method. Your bank may take a few more days to show it.
| What gets refunded | Changed your mind | Faulty or damaged |
|---|---|---|
| Price of the product | Yes | Yes |
| The shipping you originally paid | No | Yes |
| Postage to send it back | You pay | We pay |
| Postage on a replacement | You pay | We pay |
We do not charge a restocking fee, and we never have.
NDIS orders
The same policy applies whether you paid by card, Afterpay or Pay by Invoice.
For a plan-managed order we issue a credit note to your plan manager and email you a copy, so your plan balance is corrected. For a self-managed order the refund goes back to the card you used, and we reissue the invoice so your records match what you claimed.
If a purchase is not approved by your plan manager or the NDIA, our standard 30-day change-of-mind policy applies in the same way it does for any customer. See the NDIS funding page for more.
Questions
Not sure whether something counts as a fault, or whether you are still inside the 30 days? Ask us. We would rather sort it out than have you guess.
Toasty Toh Pty Ltd (ABN 73 678 350 448), trading as SensoryTent
Unit 3, 1A Goulburn Street, Cheltenham, Victoria 3192
Phone 0423 930 497
Email contact@sensorytent.com.au
Not sure where you stand?
A real person answers. We would rather fix it than argue about it.