Terms & Conditions

    Types of customer

    Consumer contracts
    Contract cancellation under the Consumer Contract Regulations applicable to those customers whom fall within the remit and law of the consumer contract regulations June 2014.
    The regulations are amended as per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations
    Consumer contract regulations selling regulations cover consumer transactions and not Business to business transactions.

    You are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 calendar days in writing.
    A model cancellation form can be found by clicking here

    If you wish to exercise your right to cancel this contract after your order has already been dispatched, we will refund the original purchase price and standard delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the order, and that you have taken reasonable care of the products and not used them.
    Please note performing a charge back is not an acceptable cancellation or escalation process, any charge back undertaken outside of the schemes remit of failure to deliver goods, or damaged goods will incur a charge back processing fee of £75.00 plus VAT plus interest chargeable at 8%
    All complaints should be raised in accordance with the sales of goods act or the consumer contract regulations and raised in writing and follow the pre action protocol prior to any chargeback,should a chargeback be raised which is not inline with the terms and conditions we will pursue all legal remedy to recover those funds and legal costs.
    Please also note the consumer contract regulations state we must refund standard postage costs and cannot refund other enhanced postal services such as express delivery or one hour slots or any other named enhanced delivery service which has been requested or paid for.

    The right to cancel does not apply to the following kind of contracts:
    • Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
    • Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
    • Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
    • Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
    • Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.

    In addition to the Consumer Contract Regulations, Consumers can return any item within 14 days of receipt for an exchange.

    For returns made outside the Consumer Contract Regulations, we will refund the value of the goods returned to us, at the price you purchased them.

    In all cases, the items returned must be in their original condition, complete with any instruction booklets, software and packaging. All goods will be inspected on return. Certain products and services are excluded from this returns policy, including perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.Custom made items may have extended delivery time frames and may exceed advertised delivery time scales if circumstances beyond our control dictate extended delivery time frames.

    Sensory Education Ltd will refund the cost of your original standard delivery fee where we are at fault, however for unwanted items we shall not refund the original delivery fee unless you contact us within 14 days starting the day after receipt of the item when distance selling regulations apply.
    Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the standard delivery cost of sending the item to you please note the return costs are payable by the customer and the risk of delivery remains with the customer until the goods are delivered and inspected for damage,Any liability for damage or loss remains between the customer and the courier company they choose to engage,
    If outside of the consumer contract regulations the following may apply:

    • where you are returning an item that was part of a larger order, we will return the cost of the returned item.
    • where you are returning your entire order we will refund the cost of the goods.
    • where we arrange to collect an item from you we reserve the right to charge the cost of collection which will be advised to you in advance of the collection so you can agree or arrange to send the parcel at your own expense.
    • if you use our FREEPOST address and the item is not faulty, we will deduct the return postage cost from your refund,this is chargeable at £9.99.

    We will not refund the cost of gift-wrapping, your costs in returning the item to us and other services provided to you in connection with your purchase (eg. Express Delivery) unless you are returning the item to us because of an error on our part (or because it is defective) or if you have contacted us within 14 calendar days

    "We will make the reimbursement without undue delay, and not later than –
    (a) 14 days after the day we receive back from you any goods supplied, or
    (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
    (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
    We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. "

    The goods are your responsibility until they reach our Warehouse. Please ensure you package your items carefully to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error or which arrive damaged or broken.

    We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.

    Should the parcel reach us and the items are damaged we will store them for 7 days for you to arrange collection,if after this time frame the items remain with us we will discard of the item at cost of £15 plus VAT or should you wish to store the item this is chargeable at £12 per parcel per day.

    The above does not affect your statutory rights.
    Any item that was faulty at the point of sale may be returned for free repair, replacement or refund, provided you have the original receipt or alternative proof of purchase and the faulty item is returned complete with all components.

    For items to be returned more than six months after the time of purchase the same above applies but in addition, evidence of fault at the time of sale will be required.

    Please also note damaged goods such as breakages or items which have been broken through play would not be deemed as having an inherent manufacturing fault and as such damages are not treated as being faulty.
    Any returned items will be replaced or refunded where required and if a free post label is supplied this is for the sole purpose of the faulty or incorrect item reported, any other items must be returned at the customers cost and unauthorised use of free returns postage will incur an admin fee of £9.99 plus the cost of postage.

    It is also worth noting that whilst we provide educational and sensory toys not all toys are suitable for every type of special need and it is your responsibility when ordering to determine if the item would suit the need to which you are purchasing. For example a 59 pence fidget toy would not withstand rigorous and aggressive pulling and stretching so please consider your needs when purchasing.

    Business to Business Contracts

    For the purpose of contract you are deemed a business customer if you are:

    • Any corporate body,educational establishment,hospital,health authority,government or local government body,charity,school,NHS,Customer,or any other business type or have made a purchase with the intent to sell or fund-raise or use within a business or commercial setting or educational or health care setting and any other person for whom a trade account has been granted or goods purchased in a company name and identified themselves as a company on the order form when processing the order.

    When placing an order with Sensory Education Ltd as a business customer you do so on the basis that you have authority to order and this authority has been provided to you by a manager or finance officer within your organisation, if you place an order and this authority is not given and the goods have been dispatched the cost of the goods will be charged to you as an individual if your company or organisation refuse payment.When placing an order on behalf of an organisation you agree that you have relevant permission and authority to grant us usage of your organisation's logo in our marketing profile and database for both marketing purposes and our internal systems for market research purposes.

    Business customer are exempt from the consumer distance selling regulations and cancellations are discretionary and where granted subject to a restocking fee of 50% and deduction of outbound postage of £9.99 per parcel, any remaining credit will be credited as a credit note to spend with us.

    Please also note bulk orders ordered on behalf of a business may have extended delivery time scales.

    Cancellations on custom made items or items made to order will not be accepted for return and time frames for custom made items may exceed standard and advertised delivery time frames.

    Any request to cancel must be made in writing to our head office and quote the order number and be signed by the person who made the original order, once this has been requested we will review and advise.

    Please note any delivery time frames are approximate and may change,we will inform you of changes, a change in delivery date once set is continued performance of contract and the contract date will roll on until point of delivery.
    Business customers MUST reject any parcels displaying damage and NOT sign for any parcels if the parcel is damaged when the courier arrives,if an item is damaged upon opening a parcel business customers have 7 days to report this to us.
    Upon signing for the parcel you sign on the basis that the parcel is in tact and not obviously damaged and any claims made thereafter for damage to an item which should have been rejected will be voided.
    It is very important that when the box arrives you inspect the box and the contents to ensure there is no delivery damage as your claim will be rejected if you sign for the parcel as in good condition.
    You must also inspect goods and report any damaged items which may have been damaged within the delivery network and report these to us within 7 days,failure to notify us of damaged goods will void any claim.
    Please note claims for damage or missing items only covers delivery to your address and should you resell goods this inspection period only applies for delivery to the delivery address listed on the order.

    Business customers are liable for all carriage costs both to receive from us and send to us and liable for any inbound or outbound customs fees as required by UK Border force,

    • Failed deliveries returned us are invoiced at cost as follows, £13.99 per returned parcel fee and if we need to resend the parcel the outbound parcel cost of £12.99 per parcel

    All monies owing to the supplier maybe subject to immediate payment upon request.
    In the event monies are outstanding after your invoice date we may charge a late payment fee broken down as follows (As per UK LAW The late payment of commercial debts act)
    The compensation rates are set under UK law as follows:

    • £40 for a debt less than £1,000;
    • £70 for a debt between £1,000 and £10,000
    • £100 for a debt of £10,000 or more

    The statutory interest rate payable under the Late Payment of Commercial Debts Regulations 2013 ("Regulations") , will mean that interest is charged at 8% above Bank of England Base rate in addition to the above late payment charges

    Should monies remain outstanding after invoice date we reserve the right to withdraw future credit agreements from the business and any sums owed will be repayable on demand.
    All local authority and governments are able to apply for purchase invoice payments and charities and other businesses may apply but maybe subject to a credit check.
    Please note all school and charity orders sent on a invoiced basis are to be paid by BACS or Cheque by the invoice due date, card payments made after delivery incur a charge of 3.5% plus £0.40 pence per transaction if settling an invoice after delivery.
    Please note any amendments to invoices such as billing address after an invoice has been issued may incur a £15 admin fee for the work undertaken.
    Cancelled or bounced cheques will incur a Rejected Payment charge of £55.00.
    Any credit notes raised will remain on file for payment of current and future invoices and cannot be transferred for cash.

    Please note business customers who wish to place an order using a purchase order and pay using invoice and be offered credit terms are subject to the our minimum order value as follows:
    £10 goods value plus £3.95 standard postage costs,if an order falls below that value we will charge a small order surcharge to make the value of the invoice meet the requirements of our minimum spend.
    Loyalty points are not accrued on any order where credit terms are provided,Loyalty points are strictly for orders in which a credit or debit card payment is made at the time of order as per the terms and conditions of the loyalty point scheme.
    Should you process an order and attempt to allocate loyalty points to the account these will be removed at time of invoicing with no review provided,Loyalty points are strictly for pre paid orders.
    Please note there is no minimum spend when using credit or debit card and paying at time of purchase on our website.

    Product warranties on B2B contracts for commercial grade items are repair or replace only.

    Products which are not listed as commercial grade and are used in a commercial environment may invalidate the warranty.

    Orders placed on a business to business basis which have two or more failed delivery attempts will be charged £13.99 postage if the parcel is returned to us as uncollected or undeliverable this charge is non refundable and will be deducted from your refund once we have the goods back into our warehouse and is in addition to any postage charged at time of sale.

    Any items reported as damaged or faulty remain liable for a credit note or replacement subject to our choice of replacement



    We will treat all Your Personal Information obtained through the Website, by telephone and from face-to-face contact as confidential (although We may disclose this information in the circumstances set out below as legally required). We will keep it on a secure server and We will comply with current applicable English data protection and consumer legislation.

    When You shop on the Website by telephone and in Our stores We will ask You to input and/or provide and We will collect Personal Information from You such as Your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information.

    We confirm that any Personal Information that You provide to Us (or that is available on public registers) and any User Information from which We can identify You, is held in accordance with the notification We have provided to the Information Commissioner pursuant to the Data Protection Act 1998. We may process Your Personal Information and User Information only for the following purposes:

    • Processing Your orders;
    • Performing the contract;
    • For statistical purposes to improve the Website and its services to You
    • To administer the Website;
    • To notify You of products or special offers that may be of interest to You;
    • Where required by law or where processing without consent is permitted by GDPR Regulations

    You agree that You do not object to Us contacting You for any of the above purposes whether by telephone, e-mail or in writing and You confirm that You do not and will not consider any of the above as being a breach of any of Your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

    When You order You accept that You consent to receive information from Us by post, e-mail or telephone, about your order.

    Your Personal Information will be disclosed to our secure bank payment provider who will help process Your order and payment. We will not release Your Personal Information to any outside company for mailing or marketing purposes not connected to Our products and services.

    Should you wish to view what data we hold on the system about you this can be requested using a Subject access request:

    It will save you time if you do the following before writing your request:

    • Find out the right department to send the request to
    • Enclose a cheque payable to Sensory Education Ltd for the sum of £10
    • Please detail the exact information you are requesting such as customer service notes or account notes.
    • your full name, address and contact telephone number;
    • any information used by the us to identify or distinguish you from others of the same name (account numbers, unique ID's etc);
    • details of the specific information you require and any relevant dates.
    Upon receipt of this request we will send any relevant information we may hold within 40 days.



    Contact Us

    Sensory Education Ltd
    Unit W1,Westpoint Business Park,
    WS9 8DT


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