Refund policy

Play Sense Returns & Refund Policy

At Play Sense, every pouch of playdough is handmade with love by me, Kirsty. Because our products are handcrafted and sensory in nature, we take care to ensure quality — and we also follow Australian Consumer Law.

Please read our returns policy carefully below.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL).

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • Have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

This policy does not replace or exclude your rights under Australian Consumer Law.

Change of Mind

Due to the handmade and hygienic nature of our playdough and sensory products, we do not offer refunds for change of mind.

This includes:

  • Change of colour preference

  • Ordering the wrong item

  • No longer wanting the product

  • Delays once the order has been dispatched

Please choose carefully before placing your order.

Faulty or Damaged Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery at:

📧 info@playsensedough.com

Please include:

  • Your order number

  • Clear photos of the product

  • A description of the issue

If the item is deemed faulty or damaged due to a manufacturing issue, we will offer:

  • A replacement, or

  • A refund (where a replacement is not available)

We may request the item be returned before processing a refund or replacement.

Handmade Variations

Play Sense products are handmade in small batches. Minor variations in:

  • Colour tone

  • Texture

  • Scent strength

  • 3D printed accessory finish

are normal and not considered faults.

Allergies & Ingredient Awareness

Our playdough is handmade using food-grade ingredients. While non-toxic, it is not intended for consumption.

It is the customer’s responsibility to ensure suitability for children with allergies or sensitivities. We are unable to offer refunds based on allergic reactions where ingredients were clearly listed.

Shipping & Lost Parcels

Once an order has been dispatched, responsibility transfers to the courier.

If tracking confirms delivery (including photo or GPS confirmation), we are not liable for parcels that are lost or stolen after delivery.

If your parcel appears lost in transit, please contact us at info@playsensedough.com and we will assist in lodging an enquiry with the carrier.

Wholesale Orders

Wholesale orders are considered final sale unless faulty under Australian Consumer Law.

How to Request a Return

Please email us at:

📧 info@playsensedough.com

Include your order number and details of the issue before sending any items back.

Returns sent without prior approval may not be accepted.

Thank you for supporting handmade, small-batch Australian play.

With love and a whole lot of play,
Kirsty
Play Sense