Refund policy

Refund Policy

We want you to be completely satisfied with your KidzStep purchase.

1. Return Request Period

Customers must contact us within 14 days of delivery regarding any issue with their order or to request a return.

The date on which your email request is received will be considered the official request date.

2. Conditions for a Return

A return may be considered only if:

  • The item is unused and unworn
  • The item is in its original condition
  • The item is in its original packaging, where applicable
  • A proof of purchase or order number is provided
  • The request is submitted within 14 days of delivery
  • The return is approved by our support team

For hygiene reasons, worn, washed, or used underwear cannot be returned unless the item is defective or arrives damaged.

3. Return Process

Before sending back any item, you must contact us first by email.

E-mail: contact@kidzstep.com

Please include your order number and the reason for your return request.

Returns sent without prior written confirmation and return instructions will not be accepted or processed.

After reviewing your request, we will provide the appropriate return instructions and return address if your request is approved.

4. Damaged or Faulty Items

If your KidzStep product arrives damaged or you believe it has a manufacturing defect, please contact us within 48 hours of receipt.

Please include:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging, if applicable
  • A brief description of the issue

After reviewing the request, we may offer a replacement or refund, depending on the situation.

5. Refunds and Cancellations

Once an approved return has been received and inspected, eligible refunds will be processed within 5–10 business days using the original payment method.

Please note:

  • Once an order has been placed, it cannot be cancelled.
  • Orders are processed promptly and transferred to our shipping partners. Therefore, we cannot guarantee that an order can be stopped or modified after confirmation.
  • Returns requested for reasons unrelated to a product defect, shipping damage, or an error on our part may be refused.
  • Items that have been worn, washed, or used are not eligible for return unless they are defective.
  • If you selected the wrong size, please contact us as soon as possible. Size-related returns are subject to the conditions above.

Questions? Contact us at contact@kidzstep.com and our team will be happy to help.