Returns & Refunds
Quick summary: Physical goods — 14-day cancellation from delivery (hygiene exceptions apply). Digital downloads — cancellation right ends when delivery begins if you selected immediate access. Faulty items — full rights under the Consumer Rights Act 2015. Custom items — cannot be returned unless faulty.
📦 Physical Products
14-Day Right to Cancel
You have 14 days from the date of delivery to notify us that you want to cancel, then a further 14 days to return the item. Items must be in the same condition as received — handle them only as you would in a shop.
Items We Cannot Accept Returns For
Hygiene and safety exceptions. Our sensory products are designed for close tactile and sometimes oral interaction. For health and safety reasons the following cannot be returned once opened:
- All sensory items once opened — fidget toys, textured items, squeeze toys
- Chewable items — necklaces, pencil toppers, oral sensory tools
- Weighted products — lap pads, blankets, weighted toys once used
- Any item that has left its sealed packaging due to contamination risk
Custom and Made-to-Order Items
- Products made to your specific measurements or requirements
- Personalised sensory tools or equipment
- Bespoke weighted products made to individual specifications
Exception: We will replace or refund if the item is faulty or does not match the agreed specification.
Return Process
- Email returns@awareverse.co.uk with your order number and reason for return
- We will confirm whether your item qualifies and provide return instructions
- Post the item back within 14 days — keep proof of postage
- Refund processed within 14 days of receiving the return
Return Shipping Costs
| Reason for Return | Who Pays Return Postage |
|---|---|
| Change of mind | You pay return postage |
| Faulty or wrong item received | Awareverse covers return costs |
💻 Digital Downloads
Immediate Access and Cancellation
At checkout we ask you to confirm: "I want immediate access and understand my 14-day cancellation right ends once delivery begins." If you confirm this and delivery starts, the cooling-off right ends under the UK Consumer Contracts Regulations 2013.
If You Did Not Select Immediate Access
If you did not tick the immediate access box and have not accessed the content, you may cancel within 14 days of purchase.
Faulty Digital Content
If files are corrupted, will not open, or are not as described, contact support@awareverse.co.uk and we will repair, replace, or refund within 48 hours.
🔧 Faulty Items — All Products
Contact us at returns@awareverse.co.uk within 7 days if items are:
- Damaged on arrival
- Not as described on the product page
- Developing faults within a reasonable time of purchase
We will arrange collection or replacement at no cost to you in line with the Consumer Rights Act 2015.
⏱️ Refund Timeline
| Situation | Refund Timescale |
|---|---|
| Physical return received | Within 14 days of us receiving the item |
| Faulty item confirmed | Resolved as quickly as possible — typically same day |
| Faulty digital content | Within 48 hours |