Refunds & Returns Policy

At My Sensory Nest, we want you to be delighted with your purchase. If something isn't quite right, we're here to help. This policy complies with the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement, repair or refund for products that have a major failure. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

Nothing in this policy limits your rights under Australian Consumer Law.

Change of Mind Returns

If you change your mind about your purchase, we may accept a return provided that:

  • You contact us within 30 days of receiving your order.
  • The item is unused and in its original condition.
  • All original packaging, labels and accessories are included.
  • The item is not a clearance, personalised or hygiene product (where applicable).

Customers are responsible for return postage costs for change-of-mind returns.

Original shipping charges are non-refundable.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please get in touch with us as soon as possible at:

Email: info@mysensorynest.com.au

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging (where applicable)

We will assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law, which may include:

  • Replacement
  • Repair
  • Refund

Where a product is confirmed to be faulty or supplied incorrectly, My Sensory Nest will cover any reasonable return shipping costs.

Return Process

To request a return:

  1. Email info@mysensorynest.com.au
  2. Include your order number and reason for the return.
  3. Wait for return instructions before sending your item.

Returns sent without prior approval may experience delays in processing.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed back to your original payment method within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for funds to appear in your account.

Non-Returnable Items

Unless required by Australian Consumer Law, we cannot accept returns for:

  • Personalised or custom-made products
  • Gift cards
  • Products damaged through misuse, accidental damage or normal wear and tear
  • Items returned in an unsaleable condition

Supplier Fulfilment

Many products sold by My Sensory Nest are shipped directly from trusted Australian suppliers.

If a return is approved, we will provide the correct return address. Please do not send products back to the address shown on the original packaging unless instructed to do so.

Contact Us

If you have any questions about our Returns & Refunds Policy, please get in touch with us at:

Email: info@mysensorynest.com.au