Local Returns (Australia)

We understand that sometimes things don't work out. That’s why First Walkers offers returns for a flat shipping cost to Australian customers. You have 14 days from delivery to request a return. Items must be unused, in their original condition and packaging to be eligible.

For the first return within any 12-month period, we’ll cover the return shipping. Simply check whether you’ve used this option before and if not, we’ll provide return instructions via email.

To start a return, please email us at: .

International Returns

If you're based outside Australia, you have 21 days from delivery to return your purchase. Returned items must be unused and in original packaging. Customers are responsible for return shipping costs.

To obtain return instructions, please email us at: .

Refunds (Where Applicable)

Once we receive and inspect your returned item, we’ll email you to confirm whether your refund has been approved. If approved, your refund will be processed using your original payment method within a few business days.

Late or Missing Refunds

If you haven’t received a refund yet, check your bank account first, then contact your credit card provider and bank—it may take a few days to process. If the funds still haven’t appeared, please get in touch with us at: .

Exchanges

Need a different size or style? We’re happy to organise an exchange within 14 days of delivery. Email us at: and let us know the model and size you’d like to exchange.

Faulty Items

This policy applies to products purchased directly from our website. We take quality seriously, but if you believe there’s a fault with your product, we’re here to assist.

When assessing a faulty claim, we consider how long you’ve had the product, how it’s been used, and what’s reasonable wear and tear. Faulty claims must be made within 45 days of delivery.

If your claim is valid:

• We’ll offer exchange or repair for minor issues.
• For major faults or quality failures, we’ll offer an exchange or refund.

In some cases, we may ask you to return the item or provide evidence (such as a picture of the damaged item). Our customer service team will guide you through each step.

What qualifies as a fault?
Manufacturing defects—not normal wear and tear—are covered under our faulty policy. Please note that any form of misuse or damage from regular use is excluded.