Terms and Conditions

Delivery

Products that are in stock and ordered before 2pm, Monday to Friday, will be despatched the same working day.

Sensory Direct’s Weighted Blankets, Weighted Jackets, Shoulder Wraps, Lap Pads and other handmade products may take 3-5 working days to be despatched, if not in stock. We will endeavour to contact customers whose orders may be affected by any despatch delays.

Delivery is FREE for online orders of £45 and above within Mainland UK (excluding Highlands, Offshore Islands and Northern Ireland).
Mainland UK delivery charges are £3.95 Royal Mail and £5.95 for Courier delivery for orders under £45.
Small products are sent by Royal Mail. Larger products are sent by Courier for Mainland UK next day delivery. For smaller products that are in stock and ordered before 2pm, you can now select and pay for Mainland UK next day delivery at the checkout stage.
Some larger products may be delivered directly from the manufacturer. Delivery times may vary. Please contact us for delivery dates.
Please note we cannot deliver to a PO Box address.
We are currently unable to ship outside of the UK unless you hold a trade account with us.
Bubble Tubes - Delivery to Mainland UK only.

Our Despatch Team will arrange for orders before 2pm to be despatched on the same day from our warehouse to our designated Courier service. Please note that the above estimated delivery times are provided by the Courier and we do not have any control or influence over these. We will do our best to deliver your order on time however delivery times are approximate and we accept no liability in respect of late deliveries. If your order is required urgently or by a certain date, please email info@sensorydirect.com and we will do what we can to meet your deadline.

Courier Estimated Delivery Times

UK Mainland - Next Day
Northern Ireland - 2 Days
Scottish Islands (HS1-9 , IV40-51 , KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE 1-3) - 2-5 Days
Scottish Highlands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50) - 3 Days
Channel Islands - Next Day
Isle of Wight, Isle of Man, Scilly Isle - 2 Days

Bank Holidays

The warehouse and sales office are closed over all UK Bank Holidays and Christmas Eve through to New Year. Despatch will not take place during this time.

Order Status

You can check the status of your order at any time by logging into your customer account via our website. A customer account will need to be created before placing an order, to use the order tracking service. Please read our ‘How do I place an order?’ FAQ for information on how to do this.

On Receipt of Your Order

On receipt of your order please open all packages and thoroughly check for missing or damaged products as soon as possible. You must notify Sensory Direct (UK) LImited of any missing or damaged products within 3 days of the delivery.

If we are not notified of missing or damaged products within 3 days we are unable to claim from the carrier and we will be unable to refund or replace the missing or damaged products. If the packaging appears damaged and you do not have time to check the products you should sign the carrier’s paperwork and add the word "Damaged".

Non-receipt of your order must be notified to Sensory Direct (UK) Limited within 7 days of notification of despatch.

Returns

We want you to be 100% happy with your purchase, but if you find that the product is not suitable you must return the product to us within 30 days of receipt for a refund or exchange of the same or similar. There are some exemptions to this, please see below with regards to Sensory Direct's Weighted Blankets.

Returns of a sales product must be within 14 days of receipt.

To receive a refund or exchange, products must be returned unused, in their original packaging and with all original documentation. It is not possible for us to make a refund or exchange if the products returned are not in perfect condition or it is obvious to us that the goods have been used.

Is There Anything That Cannot Be Returned?

Yes. We have a small number of products that due to hygiene reasons are not eligible for returns if any of their packaging has been opened. These are:

All Chewbuddy™ products & all other branded Sensory Chews and Bangles.
All Putty*/Sand/PlayFoam (*unless the inner protective bag remains unopened).
Ear Defenders and High Fidelity Ear Plugs (Silicone Sensory Ear Plugs are non-returnable due to the nature of their packaging).

Products purchased by trade customers and distributors may not be returned unless the products are faulty or sent in error.

Custom Made Products

Products that are custom made to order cannot be returned and are non-refundable. This includes large Bubble Tubes (over £100 in value), Bubble Walls, LED Tubes, Large Soft Play and Wooden Outdoor Play.

Sensory Direct’s Weighted Blankets

Weighted Blankets that have been opened and used will be subject to a £40 fee (+ VAT where applicable) which will be deducted from your refund. Refunds cannot be given for Weighted Blankets after 60 days from the date of receipt or where they are returned dirty, soiled or damaged. Refunds on Weighted Blankets are at the discretion of Sensory Direct (UK) LImited and we reserve the right to refuse refunds.

Our Weighted Blankets , Shoulder Wraps and Lap Pads carry a ‘Lifetime Workmanship Guarantee’. If your Weighted Blanket, Shoulder Wraps or Lap Pads develops a fault, please call our friendly Customer Services Team on 01905 670500, Monday to Friday - 09:00 – 17:00, and they will happily arrange a repair or replacement.

Lifetime Workmanship Guarantee is on Weighted Blankets, Shoulder Wraps and Lap Pads only.

Returns Process

Please ensure you complete a RETURNS FORM* with your Purchase Order Reference ( e.g. SO048123 - you will find this on your paperwork or through our sales office) when sending back your products. You will find the Returns Form with your order. Please email info@sensorydirect.com if you need a replacement form or cannot find your reference number. *Without a completed Returns Form it is likely to delay your refund.

Please allow up to 14 working days from when we receive your returns for the refund to appear in your account.

What is the Cost of Returning a Product?

Unless the products are faulty or sent in error you are responsible for the cost of returning the products to us. We recommend you use Recorded Delivery and obtain insurance, as proof of posting is not proof of receipt. Where products are not faulty or not sent in error only the cost of the products excluding postage and packing will be refunded. For further information, please contact our sales office who will be able to advise.

Faulty Products

Please contact our friendly Customer Services Team either by phone on 01905 670500, Monday to Friday - 09:00 - 17:00 or by emailing info@sensorydirect.com where we can advise you on our process.

Trade Customers

Trade customers means (but not exclusively) NHS Trusts, Schools, Residential Homes, Colleges, Healthcare Professionals, Charities, Distributors and Re-sellers (from here on referred to as “the Buyer”.)

Payment will be due within 30 days of the date of invoice, unless otherwise agreed in writing by Sensory Direct (UK) Limited. Risk in the products shall pass to the Buyer when the products are delivered to, or collected by, the Buyer or its agent.

Notwithstanding risk in the products passing to the Buyer, title in the products shall not pass to the Buyer until both (i) payment is received by Sensory Direct (UK) Limited for the products; and (ii) no other amounts are then outstanding from the Buyer to Sensory Direct (UK) Limited in respect of any other products supplied to the Buyer.

Legal

Limits of Responsibility

We accept no responsibility for user initiated damage and/or loss of parts incurred during operation or use of product.

Price and/or Description Changes

All prices, pictures and descriptions on this website are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.

When you place your order with us, you agree to the price and terms indicated on our website. Price differences related to future or past prices on our website or any other website/store's prices are not refundable.

We reserve the right to refuse any sale at any time.

Sales Promotions and Discount Codes

Unless otherwise stated, all sales promotions and discount codes (including but not limited to 'Black Friday') are for online paid orders only.

Problems

If for any reason you are not completely satisfied, please contact Sensory Direct's friendly Customer Services Team. Contact details below:

Contact Number: 01905 670500

Email: info@sensorydirect.com

Postal Address: Sensory Direct (UK) Limited, Unit 11 Great Western Business Park, McKenzie Way, Worcester, WR4 9GN

Working Hours: Monday to Friday - 09:00 – 17:00

Transactions

Sensory Direct (UK) Limited are responsible for all payments processed via this website. Transactions are processed securely via the Sage Pay Payment Gateway using SSL security.

Sage Pay’s security policy can be found at https://www.sagepay.co.uk/policies/security-policy

We reserve the right at any time after receipt of your order to accept or decline your order, or any portion thereof, even after your receipt of an order confirmation. We reserve the right, at our sole discretion, to limit the quantity of items purchased and/or to prohibit sales to dealers. In the event that a product is listed at an incorrect price, we shall have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and/or your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we will promptly issue a credit to your credit card account in the amount of the incorrect price.

Disclaimer

Weighted Therapy products (including but not limited to Weighted Blankets, Weighted Jackets, Shoulder Wraps, Lap Pads) should only be used with the direction and advice of your Doctor, Consultant or Occupational Therapist.

Children using weighted products should do so under the supervision of an adult.

Sensory Direct (UK) Limited warrants the products to be free of defects, to be made of sound materials and to conform to the quantity and description stated. The Buyer will accept slight imperfections in colour, appearance and measurement.

If any of the products are found to be defective within the period of 90 days from the date of delivery, Sensory Direct (UK) Limited undertakes as its option, to replace the same or refund to the Buyer the price of the products.

Other than as expressly set out in these Terms and Conditions and other than the warranty as to good title and as otherwise required by law, Sensory Direct (UK) Limited hereby excludes all representations and warranties in relation to the products whatsoever, whether express or implied. Without prejudice to the generality of the foregoing, Sensory Direct (UK) Limited expressly excludes any warranties as to fitness for purpose and the Buyer agrees that it shall determine the suitability of the Products for its intended use.

By placing an order with Sensory Direct (UK) Limited you are agreeing to the Terms and Conditions expressed above.