Refund Policy
If you have any problems with an item purchased from The Sensory Specialist, please complete the following:
Damaged on Arrival, Faults, Warranty Claims: Please complete this Form
Returns and Exchanges: Please complete this Form
• Should you receive your parcel and open it to find something damaged, simply email us a photo of the damaged item including the packaging it arrived in with your name and order ID
• This must be done within 1 days of the parcel being received or the Courier's may not cover the insurance claim.
• In most cases we will organise a replacement item to be sent out immediately
• If the item is no longer available you will be offered the closest alternative product of similar value or a refund for the value of the product .
There will be times where a product does not perform as expected due to a manufacturing fault
• Many of our products are covered by a manufacturers warranty and can be repaired or replaced. Different items have different lengths of warranty - so get in touch with us to start the warranty process.
• Please note there are no guarantees if the problem is a result of the item being misused, mistreated or damaged in a way that is not consistent with reasonable use
• In the event that a repair is not possible or practical you will be offered a replacement
• Who is accountable for return postage costs will be decided on a case by case basis
Please choose carefully as The Sensory Specialist is under no obligation to provide exchanges where you have changed your mind or made the wrong selection. However, where possible, we try to accommodate your request if the packaging is unopened and the item is in its original condition.
• The customer is responsible for the return shipping costs
• Money will only be refunded once the item has been received by The Sensory Specialist and it is deemed to be in perfect, unused condition, has not been opened and is in its original packaging.
• We suggest getting a tracking number for the parcel and packaging it appropriately when being sent back to avoid damage during transit.
• We are not able to offer a refund for any product where the outside packaging has been opened.
• Please note, all change of mind requests must be made within 14 days of receiving your product.
• You will be required to pay postage to return the goods you wish to exchange, as well as postage for the new item(s) to be sent back out to you.
• The replacement item will only be sent once the original item has been received by The Sensory Specialist and it is deemed to be in perfect, unused condition, has not been opened and is in its original packaging.
• We suggest getting a tracking number for the returning parcel and packaging it appropriately when being sent back to avoid damage during transit.
• We are not able to exchange any product where the outside packaging has been opened.
If you’re not satisfied with the support quality of the Mooshy Mat, you may return it within 30 days of delivery for a full refund (excluding shipping). To be eligible:
The product must be clean, in good condition, and suitable for donation
A return request must be submitted via our return form
This guarantee applies to first-time Mooshy Mat purchases only
Claims must be based on product performance, not change of mind or incorrect sizing
If the mat meets these criteria, a refund will be issued once the item is returned to us.
Mooshy Mat: Warranty and Returns Policy:
Warranty Coverage:
Customers are entitled to a 12-month warranty period for any product faults. To initiate a warranty claim, customers must first contact The Sensory Specialist via email to facilitate the process. This must be done within 12 months of product's purchase date (or pre order shipment date). Photos showing evidence of the fault must be included.
Exclusions: The Mooshy Mat warranty does not cover damages resulting from staining, marks, sweat stains, grease, spills, or any other damage attributed to customer misuse or mishandling. This includes heavy furniture being used on the mat and pets or animals with claws. The warranty covers domestic use only. Commercial use such as in high traffic areas will not be covered under warranty. Failure to adhere to the care instructions provided with the product will also nullify any warranty claims.
This Returns Policy constitutes a legally binding agreement between The Sensory Specialist and its customers, and it outlines the rights and responsibilities of both parties concerning product returns and warranty claims. .
Warranty does not cover damage caused by incorrect use including pets, shoes, harsh cleaning products and sharp objects. Please ensure you inspect your playmat on arrival. Any manufacturer faults should be reported within 48 hours of receipt
Due to the nature of squishy and stretchy products (such as Nee Doh and stress balls), these items are not covered under warranty once used.
Their lifespan can vary significantly depending on the intensity and frequency of use.
Squish and stretch toys are designed for domestic use only. Warranties do not apply to commercial or group settings such as schools, childcares, or kinders. While made from durable materials, these items are not indestructible and are intended for gentle fidgeting only.
Not recommended for children who may attempt to bite, chew, or ingest the contents. Avoid aggressive squeezing, overstretching, or contact with sharp objects, as this may cause the product to rupture. Items damaged in this way are not eligible for replacement.
Unless otherwise stated, most products sold by The Sensory Specialist come with a 6-month warranty from the date of purchase. This covers manufacturing defects and faults not caused by misuse.
Some items may have extended warranties (e.g., 12 months). If you're unsure whether your item is covered or for how long, please contact us: orders@thesensoryspecialist.com.au
Please read our product descriptions and care instructions carefully to ensure you are purchasing and using the product for its intended purpose so as to not damage the product and to get the most wear out of your product.
We have done our best to make these terms clear in our description and cannot be held responsible should a product be misused or the information provided be ignored. We are not responsible for any stains, damage, marks, or discoloration that occurs after the product is used.
We have done our best to accurately photograph the colours of our products. However the colours may vary slightly based on photography lighting and the device used to view images.
Please note that due to the nature and intended use of many of our products, general wear and tear over time may occur and this is not considered a fault.