Return & Refund Policy
Returns We want you to be completely satisfied with your purchase. If for any reason you are not, you may return the item(s) within 30 days of receiving your order for a refund or exchange. To qualify for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.
Conditions for Returns
- Items must be returned within 30 days of receipt.
- Items must be unused and in their original packaging.
- A refund will not be provided if the product shows signs of use, damage, or is missing parts.
Return Shipping Costs You are responsible for the return shipping costs unless the item is faulty or sent in error. We recommend using a trackable shipping method to ensure safe return.
Refunds Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original payment method within a few days.
Exchanges If you wish to exchange an item for a similar product, please contact us, and we will assist you with the process.
How to Initiate a Return To initiate a return, please contact us at info@sensoryhugs.co.uk with your order number and details of the product you wish to return.
Postal Address for Returns: Paula Howlett, 2 Saddleback Close, Calne, Wilts SN11 8HW
Shortages & Damaged Items Please report any shortages, damages, or issues with your order within 3 days of receiving your items by contacting us at info@sensoryhugs.co.uk
Questions If you have any questions or concerns about your return, feel free to contact us at info@sensoryhugs.co.uk
Terms and Conditions
Last updated 5 October 2026
These Terms and Conditions govern your use of this website and any order you place with us. By using this site or placing an order, you agree to these Terms. Please also read our Privacy Policy and our Shipping & Delivery Policy, which apply alongside these Terms.
Who we are. This website is operated by Paula Howlett, trading as Sensory Hugs of 2 Saddleback Close, Calne, Wiltshire, SN11 8HW, United Kingdom. You can contact us at info@sensoryhugs.co.uk.
Our products. We try to describe and display our products as accurately as possible, but slight variations in colour, pattern or weight may occur between what you see on screen and the item you receive, particularly for handmade items. We reserve the right to make reasonable changes to product specifications without notice.
Product safety. Our weighted products are designed for sensory comfort and are not medical devices. Always check the age, weight and usage guidance given on each product page before use, and use weighted items under appropriate supervision. Weighted blankets, teddies and similar items are not suitable for unsupervised use by infants or children aged 0-3, and should never be used in place of a cot during sleep. If you have a specific medical condition, please consult a healthcare professional before use.
Orders and the contract between us. An order is an offer to buy, which we’re free to accept or decline. The contract between us is only formed once we send you a dispatch confirmation; order confirmation emails simply confirm we’ve received your order. We may decline or cancel an order, for example if an item is out of stock or a pricing error has occurred, in which case we will notify you and refund any payment taken in full.
Pricing and payment. All prices are shown in pounds sterling. We are not currently VAT registered, so no VAT is added to your order. Payment is taken at the point of order. We take reasonable care to ensure prices are correct, but if we discover an error, we will contact you before dispatching your order.
Delivery. Delivery timescales and charges are set out in our Shipping & Delivery Policy.
Your right to cancel. As a consumer buying at a distance, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, contact us at info@sensoryhugs.co.uk. Our Returns & Refund Policy below sets out the practical process and timescales for returns, which in some respects are more generous than the legal minimum.
Faulty or misdescribed goods. Nothing in these Terms or in our Returns & Refund Policy affects your statutory rights under the Consumer Rights Act 2015 if a product is faulty, not as described, or not fit for purpose.
Intellectual property. All content on this website, including text, images, logos and product designs, belongs to us or our licensors and may not be copied or reused without our permission.
Our liability. We are not liable for any loss or damage that is not a foreseeable result of our breach of these Terms, or for any loss that isn’t caused by our fault. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or anything else that cannot legally be limited.
Governing law. These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Changes to these Terms. We may update these Terms from time to time; the current version will always be available on this page.