Returns & Refund Policy

Returns & Refund Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible:

  • Your item must be in the same condition that you received it, unworn or unused, with tags, and in the original packaging.
  • A receipt or proof of purchase is required.

To start a return, contact us at contact@stairwaygames.com.

Please note: Returns must be sent to the following address:
Stairway Games (PT. Barong Gajah Serasi)
Waterpark Square Citraland blok CC-07, Denpasar Utara, Bali 80116, Indonesia

For U.S. and other international customers, please contact our customer service for the nearest return address.

If your return is accepted:

  • We’ll provide a return shipping label and instructions on how and where to send the package.
  • Items sent back to us without first requesting a return will not be accepted.

Note: If your country of residence is not Indonesia or the US, shipping may take longer than expected.

You can always reach us at contact@stairwaygames.com for return-related questions

Damages and Issues

Please inspect your order upon receipt.
Contact us immediately if:

  • The item is defective or damaged, or
  • You received the wrong item.

We’ll evaluate the issue and make it right.

Items Not Eligible for Return

We cannot accept returns for:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized items
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you're unsure whether your item is eligible, feel free to reach out.

Exchanges

We do not process direct exchanges.
If you want a different item:

  • Please return the original item.
  • Once accepted, place a new order separately.

EU 3-Day Cooling-Off Period

If you are located in the European Union, you have the right to cancel or return your order within 3 days for any reason, without justification.

Return requirements are the same:

  • The item must be unused, in original packaging, with tags.
  • Proof of purchase required.

Refunds

We’ll notify you once we’ve received and inspected your return.
If approved:

  • A refund will be issued to your original payment method within 10 business days.
  • Processing time may vary depending on your bank or credit card provider.

If it’s been more than 15 business days since your return was approved, please contact us at contact@stairwaygames.com.