Returns Policy – Thrive Sensory
At Thrive Sensory, we want you to feel confident in your purchase. If you experience any issues with an item purchased from our website, please review the information below so we can assist you promptly.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The timeframes outlined in this policy do not limit your rights under Australian Consumer Law.
How to Start a Return
Please contact us using the contact details provided on our website and include:
Your full name
Your order number
A brief description of the issue
Clear photos where applicable
Our team will guide you through the return or resolution process.
Items returned without prior approval may not be accepted.
Items Damaged on Arrival or Missing Items
If your order arrives damaged or incomplete, please contact us within 5 days of receiving your parcel.
For damaged items:
Provide clear photos of the damage
Include your name and order number
For missing items:
Provide your name and order number
Confirm which item is missing
In most cases, we will arrange a replacement as soon as possible. If the item is no longer available, you will be offered:
A suitable alternative of similar value, or
A refund for the value of the item
This 5-day reporting timeframe applies to shipping-related issues only and does not affect your rights under Australian Consumer Law.
Faulty Items (Stopped Working)
If a product is faulty or not functioning as expected due to a manufacturing defect, please contact us as soon as possible.
Some products may be covered by a manufacturer’s warranty of up to 12 months.
If an item is confirmed to be faulty:
We will arrange repair, replacement, or refund in accordance with Australian Consumer Law.
Return postage and delivery back to you will be covered by Thrive Sensory.
If the item is assessed and found not to be faulty, return postage may be at the customer’s expense.
The warranty does not cover damage caused by misuse, accidental damage, mistreatment, or unreasonable use.
Exchanges (Change of Mind)
Please choose carefully, as Thrive Sensory is not obligated to provide refunds or exchanges for change-of-mind purchases.
If you wish to request an exchange:
You must contact us within 14 days of receiving your order.
You are responsible for return postage costs.
You are responsible for postage costs for replacement item(s).
Items must:
Be unused and unopened
Be in original packaging
Be securely packed to prevent damage during return
Damaged or used items cannot be accepted for exchange
Items That Cannot Be Returned or Exchanged
For hygiene and safety reasons, we cannot accept returns or exchanges (including change of mind) on the following items if packaging has been opened:
Lycra bed sheets
Oral motor items (including chewable necklaces, bracelets, Z-Vibe tips and similar products)
Cutlery and drinking items
Brushes of any kind (including toothbrushes and therapressure brushes)
Earplugs
Putty
These exclusions do not limit your rights under Australian Consumer Law.
Returning Items
All approved returns must be sent to the return address provided by our team at the time of return approval and must include a copy of the return authorisation or return docket supplied to you.
Please do not send items back without prior approval, as unauthorised returns may not be accepted.