Returns & Refund Policy
Last Updated: 6-1-2026
If you are not entirely satisfied with your purchase, we endeavour to be transparent and fair in our response. We offer a 28 day return policy, which means you have 28 days from the date you receive your item to request a return for a refund or exchange.
To be eligible for a return, your item must be:
Unused and in the same condition that you received it.
In its original packaging.
Accompanied by a receipt or proof of purchase (if you struggle to locate this, the order number you received when we confirmed your purchase will be fine)
How to Start a Return
Request a return. To start a return, please email us at sensationplay@outlook.com with your Order Number and the reason for the return. If your return is accepted, we will send you instructions on how and where to send your package. Please follow this advice as we will not accept the item or process a refund without you first informing us.
Return Shipping Costs
Faulty/Damaged Items: If the return is a result of our error (e.g, you received a defective, damaged, or incorrect item), please accept our apologies. We will naturally cover the return shipping costs. We will provide a prepaid shipping label for you. We can arrange either an exchange or a refund as you wish.
Change of Mind: For returns where the you have simply changed your mind, that’s fine. We all change our minds sometimes. We’re happy to accept the return but we require you to cover the return shipping costs.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. We will assess based on the eligibility criteria we have noted above.
Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days. We will action the refund our side in this time but please be aware that it can take some additional time for your bank or credit card company to process and post the refund.
Rejected Refunds: We will contact you and explain why we have declined your request.
Original Shipping Costs: Please note that the original shipping costs are non-refundable, except in the case of a faulty or damaged item.
Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible. If you do so before we dispatch the item, we will provide a full refund. If you cancel an order but we have dispatched the item or items, we are happy to provide a refund but you will need to cover the postage cost of the item back to us and the postage cost of us initially sending the item/s to you.
Damaged or Defective Items
Please inspect your order when you receive it. We endeavour to ensure that items we dispatch are in excellent condition but sometimes the unexpected can occur in transit. Tell us as soon as you are able if you receive an item in a defective, damaged state or indeed if you receive the wrong item. We will assess what could have happened and look to make it right by offering a replacement or provide you with a full refund.