💙 Shop With Confidence

Refunds & Returns

Thank you for shopping with Fidget & Sensory Squad. We want you to shop with confidence, so please take a moment to read our Refunds & Returns Policy before placing your order.

Policy updated 5 May 2026

14 Days To request an eligible return
24 Hours To report damage or faults
100% Proof of purchase required

🛍️ Shopping Online With Us?

Our online returns policy gives you 14 days from receiving your order to request a return, subject to the eligibility requirements below.

📦 Online Returns Eligibility

We offer a 14-day return period from the date your order is received.

To be eligible for a return, your item must:

  • Be unused and in the same condition as received.
  • Include all original packaging and tags.
  • Be accompanied by proof of purchase.
  • Be returned within 14 days of delivery.
📮 Return postage
Buyers are responsible for all return postage costs. Original delivery charges are non-refundable.

📩 How To Request A Return

Before returning any item, please contact us first. Once your return request has been approved, we'll provide our returns address along with instructions for returning your order.

✉️ support@fidgetsensorysquad.co.uk
⚠️ Please contact us before sending anything back. Returns sent without prior approval or communication will not be accepted.

🏪 In-Store Purchases

If you purchased your item in-store, please return with your proof of purchase.

At the time of purchase, we offer either an email receipt or a text receipt. Your email or text receipt is required to process a refund or return.

All in-store returns remain subject to this Returns Policy. Hygiene and safety exclusions also apply to in-store purchases.

🧾 Keep your receipt
Without your email or text receipt, we will be unable to process a refund or accept your return.

🔍 Damaged, Incorrect or Faulty Items

Please inspect your order immediately upon arrival. If your order arrives damaged, faulty or incorrect, you must contact us within 24 hours of receiving your order.

⚠️ Important Claims reported after this timeframe may not be accepted.

To process your claim, we require:

  • Clear video evidence of the issue.
  • Photos or video of the packaging where applicable.
  • Your order number.
🎥 Video evidence is required
Due to the increase in AI-generated images, video evidence is required for all damage, fault and replacement claims.

📍 Incorrect Delivery Address

Please make sure you provide a complete and accurate delivery address when placing your order.

Once an order has been dispatched, we rely on the delivery address provided by the customer at checkout.

⚠️ Buyer Error – Incorrect Address If your parcel is lost, returned or cannot be successfully delivered due to an incorrect, incomplete or invalid delivery address provided by the customer, we may submit a claim with the relevant delivery service.

If the delivery service unsuccessfully rejects or denies the claim because the incorrect address was provided by the customer, we will not be able to offer a refund or replacement for the lost parcel.

In these circumstances, the loss is considered to have resulted from buyer error, as the parcel could not be delivered to the correct address supplied at checkout.

💙 Please check your address carefully before completing checkout.
We strongly recommend checking your house number, street, postcode and any apartment or unit information before placing your order.

🧼 Hygiene & Safety Policy

For hygiene reasons, opened fidget and sensory toys cannot be returned if:

  • The product has been opened.
  • Any tags have been removed.
  • The product has been used.
🛡️ Why?
As these items are intended for personal use, they cannot be resold once opened and therefore are not eligible for a refund or exchange.

⚠️ Usage Damage & General Wear

We only offer refunds or replacements for items that arrive faulty or damaged.

We cannot refund, replace or exchange products that have become damaged after delivery, including:

  • Popped or burst toys.
  • Splits or tears.
  • Damage caused by overstretching.
  • Breakages caused by rough handling.
  • Damage resulting from misuse.
  • General wear and tear through normal use.
💙 Please take care of your sensory products
Every online and in-store purchase includes a care card with guidance on how to look after your sensory products. General wear and tear from regular use is not considered a manufacturing fault.

💙 Manufacturer Faults Are Different

If you open an item and there is a manufacturer fault, please contact us with your proof of purchase and evidence of the issue.

We will investigate the issue and, where appropriate, arrange a refund or exchange.

🛡️ Product Safety

We only stock products that are UKCA or CE marked, meaning they have been assessed against the applicable UK/EU product safety requirements.

📌 Important Information

✓ Returns must be requested within 14 days of receiving your order.
✓ Faulty or damaged items must be reported within 24 hours of delivery.
✓ Returns sent without prior approval will not be accepted.
✓ Original shipping costs are non-refundable.
✓ Return postage is the responsibility of the customer unless we have made an error.
✓ Incorrect delivery addresses are the customer's responsibility.

🤝 Please Be Respectful

We are always happy to help resolve genuine problems and will treat every customer with respect and fairness.

However, we will not serve or continue a conversation with anyone who is shouting, raising their voice, being abusive or rude towards us.

We ask to be treated with the same respect we give our customers. 💙

💙 Need Help With Your Order?

If you have a genuine issue with your order or need to request a return, please contact our support team before sending anything back.

Contact Fidget & Sensory Squad

support@fidgetsensorysquad.co.uk