Last updated: July 2026

At Comfort Cue, we're committed to providing high-quality sensory-friendly solutions and excellent customer service. If something isn't right with your order, we'll always work with you to find a fair outcome in accordance with the Australian Consumer Law (ACL).

Please read the information below before requesting a return, refund or replacement.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major fault, you may be entitled to a replacement, repair or refund. If a product has a minor fault, we may choose to repair or replace the item within a reasonable timeframe.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Change of Mind

Due to the nature of our products, we do not offer refunds or exchanges for change-of-mind purchases.

This includes if you:

• Change your mind after ordering
• Order the incorrect product
• No longer require the item
• Find the product elsewhere at a lower price
• Decide the product isn't suitable after delivery (unless it does not meet your consumer guarantees under Australian Consumer Law)

We encourage you to carefully review product descriptions, dimensions and specifications before placing your order. If you're unsure whether a product is right for your needs, we're always happy to help before you purchase.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

To help us resolve your claim quickly, please include:

• Your order number
• A description of the issue
• Clear photos and/or videos showing the problem
• Photos of the packaging if the item was damaged during transit

We may require additional information before determining the appropriate resolution.

Depending on the circumstances, we may offer:

• A replacement
• A repair
• Replacement parts
• A refund

Freight & Large Sensory Products

Many of our larger sensory products are delivered via specialised freight carriers.

Please inspect your order as soon as possible after delivery.

If you notice any visible damage to the packaging or product, please take photographs before using or assembling the item and contact us immediately.

Do not dispose of the original packaging until your claim has been assessed, as this may be required during the claims process.

Returns

If a return is approved, we will provide instructions for returning the item.

Please do not return any products without first contacting us, as return addresses may vary depending on the product or supplier.

Items must be returned in accordance with the instructions we provide.

Return Shipping Costs

If a product is confirmed to be faulty or not as described under Australian Consumer Law, Comfort Cue will cover any reasonable return shipping costs where required.

If a return is approved for any reason outside of Australian Consumer Law, return shipping costs may be the responsibility of the customer unless otherwise agreed.

Manufacturer Warranties

Some products sold by Comfort Cue are covered by manufacturer warranties.

Warranty periods and conditions may vary between products and brands. Where applicable, warranty information will be provided on the relevant product page or supplied with the product.

If you experience an issue during the warranty period, please contact us and we'll assist you through the warranty process.

Refund Processing

Once a refund has been approved, it will be processed back to your original payment method.

Please allow approximately 5–10 business days for the funds to appear in your account, depending on your financial institution.

Need Assistance?

If you have any questions about your order, a return or a warranty claim, we'd love to help.

Please contact the Comfort Cue team via our Contact Us page and include your order number so we can assist you as quickly as possible.

Our goal is always to provide a fair, timely and supportive resolution.