100-Day Love It Guarantee

We want you to absolutely love your purchase. That’s why we offer a 100-Day Love It Guarantee. If for any reason you’re not satisfied, you can return your item within 100 days of delivery for a refund or exchange.

Eligibility for Returns

  • The item should be in good condition, with only normal wear from everyday use.
  • All original parts, accessories and packaging must be included.
  • A receipt or proof of purchase is required.

Partial Refunds

A partial refund may be granted if:

  • The item shows excessive damage or wear beyond normal use.
  • Parts are missing for reasons not due to our error.
  • The item is returned more than 100 days after delivery.

Refunds

Once your return is received and inspected, we will notify you by email and confirm whether your refund has been approved or declined. If approved, your refund will be processed and automatically applied to your original payment method.

Late or Missing Refunds

  1. Check your bank account.
  2. Contact your credit card company. It may take some time for your refund to be officially posted.
  3. Please contact your bank, as processing times may vary.

If you’ve completed all the necessary steps and still haven’t received your refund, please contact us at customerservice@stepupbaby.com.

Sale & Discounted Items

All items, including those purchased on sale or with a discount, are covered by our 100-Day Love It Guarantee. You’ll receive a full refund or exchange if you’re not completely happy.

Exchanges

If you’d like to swap your product for a different colour, style, or replacement, contact us at customerservice@stepupbaby.com within 100 days of delivery.

  • If your item arrives defective or damaged, we’ll replace it at no cost to you.
  • If you’d like to exchange it for another variant, we’ll guide you through the simple return and replacement process.

Return Shipping

To arrange the return of your product, please contact customerservice@stepupbaby.com.

  • If you’re covering return shipping yourself: You’ll be responsible for paying your own return shipping costs. These costs are non-refundable.
  • If we provide free returns: We’ll send you a prepaid return label at no cost to you.

Depending on your location, the time it takes for your exchanged product to reach you may vary. If you arrange the return yourself, we recommend using a trackable shipping service or purchasing shipping insurance.

International Orders

Our 100-Day Love It Guarantee applies worldwide. If you are not satisfied with your purchase, you can return it within 100 days of delivery.

For international orders, return shipping costs are the responsibility of the customer. Original shipping charges, customs duties, and import taxes are non-refundable.

Exchanges for international customers may be limited due to shipping costs. In most cases, we recommend a refund and placing a new order if you would like a different item.