Refund Policy

At Kea First Steps, we want you to love your purchase. If for any reason you are not completely satisfied, we offer a straightforward return and exchange process. Please read the following return policy to understand how it works.

1. Returns

Eligibility: We accept returns for most items within 30 days of receiving your order. Items must be returned in new, unworn, and unused condition with original tags attached.
Non-Returnable Items: The following items are not eligible for return:
- Custom or personalized items
- Sale or clearance items (unless otherwise noted)
- Undergarments or intimate apparel (if applicable)
Condition of Returned Items: In order to be eligible for a return, items must be in original condition, free of stains, odors, or signs of wear. Items that do not meet these conditions will be returned to the customer at their expense.

2. Return Process

To initiate a return, please follow these steps:

Contact Us: Reach out to our customer service team at contact@keafirststeps.com with your order number and reason for the return.
Return Authorization: Once we review your return request, we will send you a Return Authorization and instructions on how to proceed. We do not accept returns without prior authorization.
Packaging: Please package the returned item securely in its original packaging (or similar). Ensure the item is properly protected during shipping.
Shipping: Customers are responsible for the cost of return shipping, unless the return is due to an error on our part (e.g., damaged or incorrect item). We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

3. Exchanges

Exchange Eligibility: We offer exchanges for items of the same value, such as different sizes or colors (depending on availability).
Exchange Process: If you would like to exchange an item, please contact us at contact@keafirststeps.com to request an exchange. We will provide instructions based on the availability of the requested item.

4. Refunds

Refund Process: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued to your original method of payment within 7–10 business days.
Restocking Fees: We do not charge a restocking fee for returns, but we cannot refund any original shipping costs unless the return was due to our error.
Partial Refunds: We may issue partial refunds in the following cases:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Items returned after the 30-day return window.

5. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at contact@keafirststeps.com. We will provide you with a return shipping label and arrange for a full refund or exchange.

Timeframe: You must notify us within 7 days of receiving a damaged or incorrect item to be eligible for a replacement or refund.

6. Late Returns

If your return is postmarked after the 30-day return window, unfortunately, we cannot offer a refund or exchange. We encourage you to initiate returns as soon as possible to ensure they are processed within the return period.

7. Gift Returns

If you received a gift and wish to return it, we’ll offer you store credit in the amount of the item’s purchase price. To initiate a gift return, please contact us at contact@keafirststeps.com with the order number and gift recipient's name.

8. Return Shipping Costs

Return Shipping Fees: Customers are responsible for the return shipping costs unless the return is due to a mistake on our part (e.g., the wrong item was shipped or the item arrived damaged).
Refund for Shipping Costs: If you are entitled to a refund for the item, please note that original shipping charges are non-refundable, unless the return is due to an error made by us.

9. Contact Us

For any questions or concerns about your return or exchange, please don’t hesitate to contact us at:

Email: contact@keafirststeps.com
Phone: 336 541 6174

Final Note:

At Kea First Steps, we believe in mental health awareness, and we want every customer to feel heard, understood, and supported. If something isn't right with your purchase, don’t hesitate to reach out. We’re here to help and work with you to find the best solution. Our goal is to make your experience with us as easy and positive as possible.

We understand that sometimes things don’t go as planned, and we're committed to ensuring a smooth and straightforward return process. Thank you for supporting a brand that cares about your well-being!