Returns and Refunds Policy

We want you to feel comfortable ordering from Soft & Sensory. This policy applies to Australian and international orders and does not limit any rights you may have under applicable consumer law.

Change-of-mind returns

We offer a 30-day change-of-mind return period. This means you have 30 days after receiving your order to request a return.

To be eligible, the item must be:

• Unused and unworn

• In its original condition

• Returned with any tags, instructions and original packaging

• Accompanied by your receipt or other proof of purchase

To request a return, contact supportSoftandSensory@outlook.com with your order number, the item you would like to return and the reason for your request.

Approved returns must be sent to:

Soft & Sensory
PO Box 407
Kenmore QLD 4069
Australia

As this is a PO Box, please use a postal service that delivers to Australian PO Boxes. Do not use a private courier without contacting us first.

Please do not send an item back before contacting us. Returns sent without prior approval may not be accepted.

Return postage

For approved change-of-mind returns, customers are responsible for return postage. We recommend using a tracked service as Soft & Sensory cannot be responsible for returns lost in transit.

Original delivery charges and international duties or taxes are not refundable for change-of-mind returns.

If an item is confirmed to be faulty, damaged, unsafe or different from what was ordered, we will cover reasonable return postage where required by applicable consumer law. We may provide a prepaid return label or arrange reimbursement after reviewing the issue.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. Contact us as soon as possible if an item is damaged, faulty, unsafe or different from what you ordered.

Please include:

• Your order number

• A clear photo or video of the issue, where possible

• A short description of what happened

We will review the issue promptly and arrange an appropriate remedy. Depending on the circumstances, this may include a repair, replacement or refund.

For Australian customers, your purchase comes with automatic guarantees under Australian Consumer Law. These rights are separate from our 30-day change-of-mind policy and cannot be excluded.

Hygiene and sensory products

For health and hygiene reasons, we cannot accept change-of-mind returns for products that have been opened, worn, chewed or used. This includes chewable products, worn earmuffs and other sensory tools that have come into direct contact with the mouth or body.

This restriction does not apply where an item is faulty, damaged, unsafe, incorrectly supplied or otherwise covered by applicable consumer law.

Non-returnable items

We do not accept change-of-mind returns for:

• Gift cards

• Personalised or custom-made products

• Clearance or final-sale items

• Opened or used hygiene-sensitive products

• Items damaged through misuse, improper care or ordinary wear and tear

Sale, clearance and hygiene-sensitive items are still covered by applicable consumer guarantees if they are faulty or do not match their description.

Please contact us if you are unsure whether your item is eligible.

Exchanges

We do not offer direct change-of-mind exchanges.

The simplest option is to return the eligible item and place a new order after the return has been approved. Faulty or incorrectly supplied items may be replaced as part of the remedy process.

International returns

International customers may request a change-of-mind return within 30 days of receiving their order, subject to the eligibility requirements above.

Approved international returns must be sent to our Australian return address using a postal service that delivers to Australian PO Boxes. Customers are responsible for international return postage, customs charges, duties and taxes associated with a change-of-mind return.

Soft & Sensory is not responsible for parcels lost during international return transit, so we strongly recommend using a tracked service.

If consumer law in your country provides additional mandatory rights, those rights will continue to apply.

European Union and United Kingdom customers

Customers in the European Union or United Kingdom may have a legal right to cancel certain online purchases within 14 days of receiving the goods, without providing a reason.

Please contact us within the applicable 14-day period if you wish to exercise this right. After notifying us, return the goods within the timeframe required by the laws applying in your location.

Unless the item is faulty, incorrect or we have agreed otherwise, you will generally be responsible for return postage to Australia.

Some products may be excluded from cooling-off rights, including personalised goods and sealed hygiene-sensitive products that have been opened, where permitted by law.

Nothing in this policy limits any mandatory rights available under the consumer laws applying in your country.

Refunds

We will let you know once your return has been received and inspected.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may need additional time to process and display the refund.

For approved change-of-mind returns, the refund will normally cover the returned item only. Original delivery charges, international duties and taxes are not refundable unless required by law.

If more than 15 business days have passed since we approved your refund, please contact supportSoftandSensory@outlook.com.

Questions

If you have any questions about a return, contact Torque’s Tech Support at supportSoftandSensory@outlook.com. Please include your order number so we can help more quickly.