Return And Refund Policy - Steptosport UK

At Steptosport UK, we are committed to ensuring you are satisfied with your purchase. We offer a transparent, fair, and straightforward return process in compliance with the UK Consumer Rights Act 2015.

1. Return Period

You have the right to return eligible items within 60 days from the date you received your order.

The return window begins on the day the tracking shows “Delivered”.
If 60 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a refund, your item must be in the exact condition you received it.

General Requirements:

Unused & Unworn: Items must show no signs of wear, stains, or damage.
Original Packaging: Must be returned in the original shoe box (for footwear) and packaging, with all tags and labels attached.
Completeness: All accessories (e.g., extra laces, dust bags) must be included.

👟 Footwear Specifics: Please try on shoes on a clean, soft surface (like a carpet or rug) to prevent scuffing the soles.

We cannot accept returns if the soles show signs of wear, dirt, or walking outdoors.
Shoe Boxes: Please do not use the shoe box itself as the shipping container. Place the shoe box inside a shipping box or bag to prevent damage to the original packaging. Damaged shoe boxes may incur a restocking fee.

Non-Returnable Items:

Items marked as “Final Sale” or “Non-returnable” at checkout.
Personalized or custom-made items.
Health and personal care items (e.g., socks) if the hygiene seal has been broken or the package opened.

3. Return Shipping Costs

A. Defective / Incorrect Items: If the product is faulty, damaged in transit, or if you received the wrong item, Steptosport UK will cover 100% of the return shipping costs. We will provide a prepaid shipping label.

B. Change of Mind / Does Not Fit: If you are returning an item because it does not fit or you simply changed your mind:

The customer is responsible for the return shipping costs.
Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping (if applicable) will be deducted from your refund.

4. How to Return an Item

To initiate a return, please follow the steps below carefully to ensure your refund is processed without delay.

Step 1: Request a Return Email us at support@steptosportuk.com with the following details:

Your Order Number (e.g., #SSUK1234).
Reason for return (e.g., Too small, Changed mind, Faulty).
Photos: If the item is faulty, please attach clear photos showing the defect.

Step 2: Packing Your Return

Pack the item(s) securely in the original product packaging.
Include a note inside the package with your Order Number and Name (or a copy of your packing slip) so we can identify your return.

Step 3: Shipping

For Faulty Items: We will email you a prepaid return label. Print it and attach it to the package.
For Change of Mind: You will need to take the package to your local post office or courier.
- Return Address: Please package the product securely and send it to the return address we mentioned in the email.
- Tracking: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost during return transit.

⚠️ IMPORTANT: Customs Declaration (Crucial for UK to US Returns) When filling out the customs form at the post office, you MUST mark the package as:

“RETURNED GOODS – NO COMMERCIAL VALUE” HS Code (if requested): 6404.11 (for footwear)

Failure to do this may result in US import duties being charged to us upon receipt. In such cases, Steptosport UK reserves the right to deduct these customs fees from your final refund amount.

5. Refunds

Once your return is received and inspected at our facility (usually within 2-5 business days of arrival):

Approval: We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected (based on the condition of the item).
Processing: If approved, your refund will be processed immediately. The credit will automatically be applied to your credit card or original method of payment.
Timeline: Depending on your bank or credit card company, it may take an additional 5-15 business days for the funds to officially post to your account.

6. Late or Missing Refunds

If you haven’t received a refund yet after the estimated time:

Check your bank account again.
Contact your credit card company; it may take some time before your refund is officially posted.
If you have done all of this and still have not received your refund, please contact us at support@steptosportuk.com.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for a different size or color, the fastest way to ensure you get what you want is to:

Return the item you have (following the steps above).
Once the return is accepted/shipped, make a separate purchase for the new item immediately.

8. Refused Shipments

If you refuse delivery of your order due to change of mind, the package will be returned to us. Please note that the cost of return shipping and any customs fees incurred due to the refusal will be deducted from your refund.