Refund policy

Our 30-day money-back guarantee

You have 30 days from the day your order is delivered to request a return, for any reason, including change of mind. If you are not happy with your purchase, contact us and we will arrange it.

Condition of returned items

For a change-of-mind return, the item must be unused and returned in its original packaging with all parts and accessories included. You will also need your order number or proof of purchase. Items sent back to us without first requesting a return will not be accepted.

How to start a return

Email hello@steptone.com.au or call 0403 148 382 with your order number and the reason for the return. We will reply within one business day with instructions on how and where to send your item.

Return shipping costs

Change of mind: you are responsible for the cost of return shipping.

Faulty, damaged or incorrect items: we cover the cost of return shipping, and we will repair, replace or refund the item.

Damaged in transit or incorrect item

Please inspect your order when it arrives. If the item is damaged, defective, or not what you ordered, email us within 7 days of delivery with photos of the product and the packaging. We will make it right at no cost to you.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. Approved refunds are processed to your original payment method within 5 business days. Your bank or card provider may take a few additional days to post the funds to your account.

If more than 10 business days have passed since we approved your refund and you have not received it, contact us at hello@steptone.com.au.

Cancelling an order or a pre-order

If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. Pre-order items can be cancelled for a full refund at any time before they are dispatched.

Exchanges

The fastest way to get the item you want is to return the one you have and place a new order once the return is approved.

Items we cannot accept back

Gift cards cannot be returned. Everything else in our range is covered by this policy.

Your rights under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. The 30-day guarantee above is offered in addition to these rights, not instead of them.

Contact

StepTone, a brand of 256 GROUP PTY LTD. ABN 15 699 759 352. Parcel Collect 10335 85866, 705 High St, Thornbury VIC 3071, Australia. Email hello@steptone.com.au. Phone 0403 148 382.