Return & Refund Policy

Last updated: July 31, 2026

At Step Nest, we want you and your little one to love every product you receive. If something isn't right, we're here to make it right. Please read our return and refund policy below.

1. Returns

We accept returns within 14 days of delivery. To be eligible for a return:

• The item must be unused, unwashed, and in the same condition you received it
• The item must be in its original packaging with all tags and accessories included
• You must provide your order number as proof of purchase

For hygiene and safety reasons, we cannot accept returns of products that show signs of use, as our products are designed for babies and safety is our top priority.

2. How to Start a Return

Starting a return is simple:

1. Email us at stepnest@gmail.com within 14 days of receiving your order
2. Include your order number and the reason for your return
3. Our team will respond within 48 hours with return instructions and the return shipping address
4. Ship the item back to us and share the tracking number with our team

Please do not send your purchase back without contacting us first, as returns sent without prior approval may not be accepted.

3. Return Shipping Costs

• If your item arrived damaged, defective, or incorrect, we will cover the full cost of return shipping and send you a replacement or full refund — your choice
• For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot issue refunds for returned items that are lost in transit

4. Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

• Approved refunds are issued to your original payment method within 5–10 business days of approval
• Original shipping fees are non-refundable, except in cases where the item arrived damaged, defective, or incorrect
• Depending on your bank or card provider, it may take additional time for the refund to appear on your statement

If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at stepnest@gmail.com and we will resolve it promptly.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrived damaged, has a manufacturing defect, or you received the wrong product, contact us at stepnest@gmail.com within 14 days of delivery with:

• Your order number
• A photo or short video of the issue

We will prioritize your case and offer a free replacement or a full refund, including all shipping costs. Damaged and defective claims are also covered under our 30-Day Peace of Mind Guarantee.

6. Exchanges

Want a different color or need to swap your item? The fastest way is to return your original item following the steps above and place a new order once your return is approved. If your item arrived defective or damaged, we will ship a free replacement directly.

7. Non-Returnable Items

The following cannot be returned:

• Items showing signs of use, wear, or washing
• Items returned without original packaging or missing parts
• Items returned more than 14 days after delivery
• Gift cards and discount purchases marked as final sale at checkout

8. Order Cancellations

If you need to cancel or change your order, email us at stepnest@gmail.com as soon as possible. We can cancel any order free of charge before it has shipped. Once an order has shipped, it can no longer be cancelled, but you may return it under the policy above once it arrives.

9. Late or Missing Deliveries

If your order has not arrived within the estimated delivery window, contact us at stepnest@gmail.com with your order number. We will track your package and, if it is confirmed lost in transit, send a free replacement or issue a full refund.

10. Contact Us

Questions about returns, refunds, or exchanges? We're happy to help.

Step Nest Email: stepnest@gmail.com

We aim to respond to all messages within 48 hours.