Refund policy

Refunds & Returns Policy

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

Online Returns

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.

Email: 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.

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.

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

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.

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.

Email: support@fidgetsensorysquad.co.uk

Fidget & Sensory Squad