Returns & Refund Policy

Effective Date: June 13, 2025

We want you to be happy with your purchase from The Sensory Vault. If you're not completely satisfied, please review our returns and refund policy below.

1. Your Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving the goods.

To be eligible for a return:

  • The item must be unused, in its original packaging, and in resellable condition.

  • You must notify us by email within 14 days of receiving the item.

2. How to Request a Return

To initiate a return, contact us at info@sensoryvault.co.uk with:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

We will provide return instructions. Please do not send items back without prior communication.

3. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • We recommend using a tracked service. We cannot be responsible for items lost in transit.

4. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original method of payment within 5–10 business days.

5. Damaged or Faulty Items

If you receive a damaged or faulty item, contact us within 7 days of receipt. We will replace the item or issue a full refund, including return shipping if applicable.

6. Non-Returnable Items

We cannot accept returns on:

  • Used items

  • Personalised or custom-made products

  • Items not in original packaging