Refund policy

30-Day Play Guarantee ↓

We want you to feel completely confident trying Story Bounce.

Within 30 days of receiving your play mats, if your children have not used them, you may return the mats for a full refund of the purchase price.

How it works:

  • You must request your return within 30 days of the delivery date.
  • The mats must be returned in original condition (damaged or dirty means your kids did play with them).
  • Customers are responsible for return shipping costs.
  • Once the returned mats are received and inspected, we will promptly issue a full refund to your original payment method.

This guarantee applies to purchases made directly through storybounce.com.au. We cannot offer this policy to purchases made through third-party retailers.

We stand behind our product. If it’s not getting used in your home, you shouldn’t have to keep it.

How to Return Your Items

To start a return, you can contact us via our Contact Us page, or email hello@storybounce.com.au to confirm eligibility. Items sent back to us without first requesting a return will not be accepted.

If you’re eligible for a return or refund, please send your items to:

Story Bounce

5/22 Palmer Place

Murarrie QLD 4172

Australia

Please note:

  • Return postage is at your own cost.
  • Shipping costs are non-refundable.
  • We recommend choosing a trackable service to ensure your parcel arrives safely. We can’t take responsibility for items lost in transit.

What Happens Once We Receive Your Return

As soon as your parcel arrives, we’ll inspect your items and send you an email to confirm your refund or exchange.

Please note:
Partial refunds may apply if items are not in original condition, damaged, missing parts (not due to our error), or received outside the return window.

If approved:

  • Refunds will be processed back to your original payment method within 14 days.
  • Exchanges will be arranged and dispatched once ready.

Processing times vary depending on your bank, but we’ll keep you updated every step of the way.

Return to Sender

If your parcel is returned to us as “Return to Sender,” you’ll be responsible for any postage costs associated with resending it.

To avoid delays, please double-check your delivery details at checkout.
 We also recommend downloading the Australia Post app for real-time updates — they no longer leave physical cards for missed deliveries.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 28 business days have passed since we’ve approved your return, please contact us at hello@storybounce.com.au