Refund policy

At SENsitive Hearts Ltd, we want you to be happy with your purchase. Please read our returns and refunds policy before placing your order.

Digital Products

Due to the nature of digital products, including printable resources, social stories, activity packs and downloadable SEN resources, digital purchases are generally non-refundable once the download has been made available or accessed, where permitted by law.

Nothing in this policy affects your statutory consumer rights. If a digital product is faulty, damaged, not as described or does not work as intended, please contact us so we can help resolve the issue.

Physical Products

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at sensitveheartscommunity@gmail.com, explaining the problem and including photographs where helpful.

For eligible online purchases, UK consumers generally have a 14-day cancellation period from the day after receiving their goods. Exceptions may apply in certain circumstances, including personalised or custom-made goods, where legally permitted.

Where a return or refund is required by law, we will honour your statutory rights. Please contact us before returning an item so we can explain the next steps.

Handmade and Made-to-Order Items

Some of our physical resources are handmade or made to order. Please check the product description carefully before purchasing.

Made-to-order status does not automatically remove your legal cancellation rights. Any applicable exceptions will be handled in accordance with consumer law.

How to Contact Us

For questions about returns, refunds or an order, please email:

SENsitive Hearts Ltd
Email: sensitveheartscommunity@gmail.com

Please include your order number and a brief description of your enquiry so we can assist you.