1. Introduction
At StepRight, customer satisfaction is our priority. We want you to be completely happy with your purchase. This Refund Policy outlines our procedures for returns, exchanges, and refunds to ensure a smooth and fair process for all our customers.
By placing an order with StepRight, you agree to the terms of this Refund Policy. Please read it carefully to understand your rights and obligations when returning products.
2. Returns Period
You may return unworn, undamaged products within 30 days of delivery. The return period begins on the day you receive your order, as indicated by our delivery tracking system.
For the Christmas holiday period, we extend our return policy for purchases made between November 1 and December 24. These items may be returned until January 31 of the following year.
3. Return Eligibility
3.1 Eligible Returns
To be eligible for a return, your item must meet the following conditions:
- The item must be in its original, unworn condition
- The item must be in its original packaging, with all tags attached
- You must have proof of purchase (order confirmation email or receipt)
- The return must be initiated within the 30-day return period
3.2 Non-Eligible Returns
The following items are not eligible for return or exchange:
- Products that show signs of wear or use
- Products that have been damaged after delivery
- Custom-made or personalized products
- Shoe care products, socks, or accessories that have been opened from their original packaging
- Gift cards
- Products marked as "Final Sale" or "Non-Returnable" at the time of purchase
4. Return Process
4.1 Initiating a Return
To initiate a return, please follow these steps:
- Log into your StepRight account or go to our Contact Page
- Select "Start a Return" and enter your order number
- Select the item(s) you wish to return and the reason for return
- Choose your preferred refund method (original payment method, store credit, or exchange)
- Print the return label (for UK returns) or follow instructions for international returns
- Package your return securely, including the return form inside the package
- Drop off your package at the designated shipping location
4.2 Return Shipping
For returns within the United Kingdom:
- We provide a free return shipping label for all UK returns
- Simply attach the label to your return package and drop it off at any Royal Mail location
- We recommend obtaining a proof of postage receipt when sending your return
For international returns:
- International customers are responsible for return shipping costs
- Please use a tracked shipping service to return your items
- Customs duties, taxes, or fees incurred during the return shipping process are the responsibility of the customer
4.3 Return Inspection
All returns are inspected upon receipt to ensure they meet our return eligibility criteria. If a return does not meet these criteria, we may refuse the return or provide a partial refund.
5. Exchanges
If you wish to exchange an item for a different size or color, please follow the same process as for returns, selecting "Exchange" as your preferred option.
Please note:
- Exchanges are subject to product availability
- If the item you want for exchange is priced higher than the original purchase, you will need to pay the price difference
- If the item you want for exchange is priced lower than the original purchase, we will refund the price difference
- Only one exchange is allowed per original purchase
For the fastest resolution, we recommend returning the item for a refund and placing a new order for the desired item, especially if it's a popular style that might sell out during the exchange process.
6. Refunds
6.1 Refund Processing Time
Once we receive and inspect your return, we will process your refund. The time it takes to process refunds depends on your refund method:
- Credit or debit card refunds: 5-10 business days after we process your return
- Store credit: 1-3 business days after we process your return
- Bank transfers: 7-14 business days after we process your return
6.2 Refund Methods
Refunds will be issued using the same payment method used for the original purchase, except in these cases:
- Gift recipients will receive store credit for returns
- If the original payment method is no longer valid or available, we will issue store credit
- If you specifically request store credit instead of a refund to the original payment method
6.3 Refund Amount
The refund amount will include:
- The price of the returned item(s)
- The original shipping cost (only if the return is due to our error or a defective product)
The refund amount will not include:
- Original shipping costs (for standard returns)
- Return shipping costs (for international returns or if you choose not to use our provided return label)
- Any gift wrapping or other additional services purchased
7. Defective or Incorrect Items
7.1 Defective Items
If you receive a defective item, please contact our Customer Service team within 7 days of receiving your order. We will provide instructions for returning the defective item and, depending on availability and your preference, we will:
- Replace the defective item with an identical item
- Offer an alternative item of equivalent value
- Provide a full refund including original shipping costs
7.2 Incorrect Items
If you receive an item that is different from what you ordered, please contact our Customer Service team within 7 days of receiving your order. We will arrange for the return of the incorrect item (at our expense) and, depending on availability and your preference, we will:
- Ship the correct item to you as soon as possible
- Offer an alternative item of equivalent value
- Provide a full refund including original shipping costs
8. Warranty Claims
StepRight shoes come with a 2-year warranty against manufacturing defects. This warranty covers issues related to craftsmanship and materials under normal wear conditions.
To make a warranty claim:
- Contact our Customer Service team with details of the defect and proof of purchase
- Provide clear photos of the defect
- Our team will assess the claim and provide further instructions
If your warranty claim is approved, we will, at our discretion:
- Repair the defective item
- Replace the defective item with an identical or similar item
- Provide a full or partial refund
The warranty does not cover:
- Normal wear and tear
- Damage resulting from improper care or misuse
- Damage from accidents or intentional abuse
- Alterations or modifications made to the products
- Damage occurring during return shipping due to inadequate packaging
9. Gift Returns
If you received an item as a gift and wish to return it:
- You will need the order number, which the gift giver can provide
- Without the order number, you can contact our Customer Service team with the gift recipient's name, gift giver's name, and approximate date of delivery
- Gift returns will be refunded as store credit to the gift recipient
- The gift giver will not be notified of the return
10. Sale Items
Items purchased during sales or with promotional discounts are subject to the same return policy as regular-priced items, except where specifically noted as "Final Sale" or "Non-Returnable" at the time of purchase.
Refunds for sale items will be processed for the actual price paid, not the original full price of the item.
11. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our Website. We encourage you to review this policy periodically to stay informed about our refund procedures.
The policy that was in effect at the time of your purchase will apply to your return or exchange.
12. Contact Us
If you have any questions about our Refund Policy or need assistance with a return or exchange, please contact our Customer Service team:
StepRight Customer Service
Studio 41 Emma Causeway
North Reece YO31 8WU
United Kingdom
+44 0692 884449
[email protected]
Our Customer Service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT, excluding holidays.
