Refund policy

At 1st Step, we want you to feel confident shopping with us. If something’s off with your order, we’re here to help.

Timeframe

You have 10 days from the date of delivery to request a refund or exchange. After that, we won’t be able to process it.

Conditions for Refund

To qualify:

  • The item must be unused and in the same condition you got it.

  • It should be sent back in its original packaging, undamaged.

  • A copy of the original invoice or order confirmation is required.

Returns will not be accepted if:

  • The product has been used, washed, or repacked.

  • The return is requested beyond the 10-day window.

  • The product is not sent with all original parts and packaging.

Items That Can’t Be Refunded or Returned

Due to hygiene reasons, we can’t accept returns or offer refunds for:

  • Feeding bottles

  • Breast pads

  • Wet wipes

  • Breast pumps

  • Soothers and teethers

  • Reusable diapers

  • Supa-dry sheets

  • Oral care items (like finger brushes and tongue cleaners)

  • Nappies

  • Breast shields

These items are final sale and cannot be returned under any circumstances.

What Happens After We Get Your Return

Once we receive and inspect your returned item, we’ll email you to confirm it. If everything checks out, we’ll go ahead and process your refund. It will be credited back to your original payment method in a few days — banks may take a little time to reflect the amount.

Didn’t Get Your Refund Yet?

  • First, check your bank account again.

  • Then contact your card company — it may take a few business days.

  • Still nothing? Reach out to your bank.

  • If none of that works, just drop us an email at 1stsupport@1ststep.com, and we’ll look into it.

Sale Items

Items bought on sale aren’t eligible for refunds or exchanges.

Exchanges

We only exchange items if they’re faulty or damaged. If that’s the case, email us at 1stsupport@1ststep.com and we’ll guide you through the next steps. Please include order details and photos of the item and packaging.

Shipping for Returns

  • If the return is due to a defect or incorrect item, we will cover the return shipping cost.

  • In all other cases, return shipping will be the customer’s responsibility.