Returns & Refunds Policy
This policy applies to purchases made on this website. It sits alongside our Terms of Sale and Privacy Policy.
Quick Summary
- Physical goods: 14-day cancellation from delivery (hygiene exceptions apply)
- Digital downloads: Immediate access = cancellation right ends when delivery starts
- Faulty items: Full rights under Consumer Rights Act 2015
- Custom items: Cannot be returned unless faulty
Physical Products
14-day Right to Cancel (Change of Mind)
You have 14 days from delivery to tell us you want to cancel, then another 14 days to return the item. Items must be handled only as you would in a shop.
Items We CANNOT Accept Returns For
Hygiene & Safety Items
Important: Our sensory products are designed for neurodivergent individuals who may naturally explore items through mouthing, chewing, or tactile contact. For health and safety reasons, these 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 sealed packaging due to contamination risk
Custom & Made-to-Order Items
- Products made to your specific measurements or requirements
- Personalized sensory tools or equipment
- Bespoke weighted products made to individual specifications
Exception: We will replace or refund if faulty or doesn't match agreed specifications.
Return Process
- Email admin@awareverse.co.uk with order number and reason
- We'll confirm if your item qualifies and provide return instructions
- Post item back within 14 days (keep proof of postage)
- Refund processed within 14 days of receiving return
Return Shipping Costs
- Change of mind: You pay return postage
- Faulty/wrong item: We cover return costs
Digital Downloads
Immediate Access & Cancellation
At checkout we ask: "I want immediate access and understand I lose my 14-day cancellation right once delivery begins." If you consent and delivery starts, the cooling-off right ends under UK Consumer Contracts Regulations.
If You Didn't Consent to Immediate Access
If you didn't tick the immediate access box and haven't accessed the content, you may cancel within 14 days.
Faulty Digital Content
If files are corrupted, won't open, or aren't as described, we'll repair, replace or refund within 48 hours.
Faulty Items (All Products)
Contact us within 7 days if items are:
- Damaged on arrival
- Not as described
- Develop faults within reasonable time
We'll arrange collection/replacement at no cost to you.
Why Hygiene Rules Matter
Sensory products are designed for close tactile and oral interaction. Once opened or used, they cannot be safely resold to other customers. This protects everyone's health and aligns with hygiene exceptions in UK consumer regulations.
Refund Timeline
- Physical returns: 14 days from receiving item back
- Faulty items: Immediate resolution
- Digital issues: Within 48 hours
Contact Us
Email: admin@awareverse.co.uk
Response time: Within 24 hours
Last updated: January 2026