At First Steps Safe Steps we’re committed to ensuring our customers are happy with their purchase. If
something isn’t right, we’ll work with you to resolve it as quickly as possible.
This policy applies to all orders placed through our online store and shipped Australia wide.
1. Change of Mind
We do not offer refunds or exchanges for change of mind. Please select your items carefully before
completing your order.
2. Faulty, Damaged, or Incorrect Items
Under Australian Consumer Law, you are entitled to a replacement or refund if your item is faulty, damaged, or not as described.
- If your order arrives faulty, damaged, or incorrect, please contact us within **7 days of delivery*
- We may request photos or additional details to help us process your claim.
- Depending on the circumstances, we will provide a refund or replacement once the return has
been received and inspected.
3. Returns Process
- Contact us at holly@firststepssafesteps.com.au with your order number and issue details.
- We will provide return instructions.
- Items must be returned unused, in their original packaging (where possible), and securely
packaged for transit.
4. Return Postage Costs
- Customers are responsible for all return postage costs.
- We recommend using a trackable shipping method, as we cannot be held responsible for lost
return parcels. - Postage costs are non-refundable.
5. Refunds
- Approved refunds will be issued to your original payment method.
- Please allow up to 10 business days for the funds to appear, depending on your payment provider.
Need help?
If you have any questions about refunds or returns, please reach out holly@firststepssafesteps.com.au