Refund Policy

REFUND POLICY
Effective date: March 7, 2025

At Sensory Touch, your satisfaction matters. This policy explains how returns and refunds work.

Eligibility for return and refund (sealed products only)

To qualify for a return and refund, the item must:

• Be unopened, unused, and factory-sealed (safety seal intact)

• Be in the original packaging (including inserts, gifts, samples, and promotional items included in the shipment)

• Have a return request submitted within 30 days of delivery (based on the carrier’s marked delivery date)

• Include a valid order number or receipt

Not eligible for return

• Opened, unsealed, used, or tampered items (for hygiene and safety reasons)

• Gift cards

• Complimentary promotional items (unless required by law)

• Final sale or clearance items

Product concern, reaction, or performance questions

Skincare is personal. If you experience irritation or a suspected reaction, stop use and contact us at contact@sensorytouch.ca. We may request details to review the case (e.g., photos, batch/lot code, how the product was used, and your routine).
For hygiene and safety reasons, opened or used skincare products are not eligible for return or refund unless the item is verified as defective, damaged, or sent in error.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

How to request a return

Email contact@sensorytouch.ca with the subject line:
Return Request – Order #[your order number]

Please include:

• Your full name and order number

• The reason for return

• Photos (if applicable – e.g., damage or picking error)

We respond within 1–2 business days with approval and instructions. After approval, returned goods must be shipped back within 7 days.

Return shipping and fees

• Return shipping is paid by the customer, unless the item arrived damaged, incorrect, or defective.

• Please use a trackable shipping method. We are not responsible for returns lost in transit.

• Original shipping fees are non-refundable, except when the error is ours.

Damaged, defective, or incorrect items

Email contact@sensorytouch.ca within 48 hours of delivery with clear photos and your order number.
After verification, we will provide a replacement or full refund. Return shipping is not required in these cases unless we request the item back.

Refund processing

After your return is received and inspected, we will notify you of approval or rejection.
If approved, the refund is issued to the original payment method within 5–7 business days. Your bank or card provider may take additional time to post the credit.

Exchanges

We do not offer direct exchanges. If your return is approved, please place a new order for the item you want.

Late or missing refunds

If you do not see the refund after 7 business days from our approval:

• Check your statement again

• Contact your bank or card issuer

• If you still need help, email contact@sensorytouch.ca

International returns

International customers are responsible for any duties or taxes applied to return shipments. Mark the parcel as “Return to sender” where possible to avoid additional fees. Duties and original shipping charges are not refundable.

Policy updates

We may update this policy when needed. Changes will appear here with an updated effective date.

Contact us

Questions or support with a return:
Email: contact@sensorytouch.ca
Website: sensorytouch.ca

By purchasing from Sensory Touch, you agree to this Refund Policy.