Refund policy

1. Returns – 14-Day Policy (UK Orders)
You have 14 days from receiving your order to request a return, provided the item is:
- Unused, in original packaging, and in a resalable condition
- Accompanied by proof of purchase

To start a return, email info@sensoryshine.uk.
If approved, you’ll receive return instructions.
Items sent without prior approval will not be accepted.

2. Non-Returnable Items
Due to the nature of our products, we do not accept returns for:
- Toothbrushes or oral hygiene products once opened
- Personal care products if packaging is broken
- Used sensory tools
- Bundles where hygiene items have been opened
- Sale items and gift cards

This complies with UK health and hygiene laws, which exempt certain personal-use products from standard returns once opened.

3. Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of receipt.
We will assess and, where appropriate, offer a replacement or refund.

Under the Consumer Rights Act 2015, all goods must be:
- As described
- Of satisfactory quality
- Fit for purpose

Important:
Products must be used as intended.
Subjective feedback (e.g. “It didn’t work for my child” or “I expected something different”) does not make an item ‘not as described’.
We describe our products clearly and honestly. If a product matches its listing, it is considered “as described” in line with UK consumer law.

4. EU Orders – 14-Day Cooling-Off Period
If your order is delivered within the EU, you have the right to cancel your order within 14 days of receiving it.
Returned items must be:
- Unopened, unused, and in original packaging
- Returned at your own cost (unless faulty)

This does not apply to opened hygiene-related products.

5. Refunds
Once we receive and inspect your return:
- We’ll notify you of approval or rejection
- If approved, refunds are processed within 10 working days to your original payment method

Please allow time for your payment provider to complete the process.

6. Abuse of Policy
We are a small business and operate in full compliance with UK trading law.
We reserve the right to refuse refunds or returns where:
- Items are used, opened, or not in resalable condition
- Claims are made dishonestly or in bad faith
- Abusive, threatening or manipulative communications are received

Variation in Dental Anatomy

Please note that dental anatomy varies between individuals.
Our U-shaped brush heads are universal in design, but the fit and reach may differ depending on tooth height, bite depth, and dental arch shape.
These natural variations do not constitute a fault or make the product “not fit for purpose.”

If you require deeper reach or a different brushing angle, we offer a traditional-style brush head that is compatible with all of our units.

We maintain full records of orders and correspondence.

Need Help?
Email info@sensoryshine.uk

we’re here to help and resolve genuine concerns with care and fairness.