Returns & Refund Policies

Step2 Direct Australia offers all customers a risk-free 30 Day Money Back Guarantee (subject to the conditions below).

We want you to be 100% happy with your purchase, so:

In the unlikely event that your item is faulty or damaged on delivery, Step2 Direct Australia will repair, replace or provide a full refund. You must contact us within 7 days of receipt of the product.
If you change your mind about the purchased product, you are welcome to return it for a refund (excl. postage fee), exchange for another product, or receive a Credit Note (valid for 12 months).

Returns Conditions

The following conditions apply:

You must contact us within 30 days of receipt.
For Playhouses, Climbers and Roller Coasters, we do not accept change-of-mind returns.
All returned products must be unused, unassembled and in their original condition (including all original product packaging).
Proof of purchase will be required.
For damaged or faulty items, photos may be requested via email within 7 days of receipt of goods.
For change-of-mind refunds only, a $15 handling fee applies. The handling fee is not applicable for damaged/faulty items returned, or for change-of-mind exchanges.
Special Order items cannot be returned or refunded unless faulty.

PLEASE NOTE: Step2 Direct Australia, at their discretion, have the right to reject returns outside the 30-day return period, or items returned that have been used and are not in their original condition (including all original product packaging).

Warranty Returns

If you wish to return a product by making a claim under the Step2 Warranty, you must also contact us in the manner described above for an authorisation code, and advise us that you wish to claim under the Step2 Warranty.

Returned Product Packing Materials

It is essential that all returned products are in their original packaging and are not used and not damaged (except, of course, to the extent there is a pre-existing defect that is covered by the Step2 Warranty).

Can an Order Be Cancelled?

Orders can be cancelled prior to being dispatched from our warehouse. A full refund will be provided if the order has been paid for and not dispatched. If the order has already been dispatched, you can return it once received, in accordance with the returns policy detailed above.

The Step2 Warranty

Step2 makes high-quality toys that encourage play. We warrant to the original purchaser that the Step2 product is free of defects in materials or workmanship for 3 years* from the date of purchase (a dated sales receipt is required for proof of purchase).

By purchasing the product, you acknowledge that the only remedies available under this warranty will be either replacement of the defective part of the product or refund of the purchase price of the product, at the sole election of Step2 Direct.

This warranty is valid only if the product has been assembled and maintained in accordance with Step2's written instructions. This warranty does not cover abuse, accident, cosmetic issues such as fading or scratches from normal wear and tear, or any other cause not arising from defects in material or workmanship.

*The warranty period is 6 months for daycare or commercial purchases, as well as for inflatable products, and 1 year for swings, preschool items, and all fabric, battery and electronic components.

Please note that some replacement parts may be available for purchase after the warranty period for your product has expired – please contact us for details.

Limited Warranty