Refund policy

Return and Refund Policy

At Steprrs, customer satisfaction is important to us. We want you to feel confident when purchasing our foot care products. This policy explains how returns, replacements, exchanges, and refunds are handled.

90-Day Money-Back Guarantee

You may request a return within 90 calendar days after your order has been delivered.

To begin a return, please contact our customer support team at info@steprrs.com before sending any product back. Returns sent without prior authorization may not be accepted.

Return Eligibility

To qualify for a return, the product must:

  • Have been purchased directly from Steprrs;

  • Be returned within the 90-day return period;

  • Include the original packaging and any accessories supplied with the product;

  • Be clean and in reasonable condition;

  • Show no signs of misuse, intentional damage, excessive wear, or unauthorized modification.

For hygiene and safety reasons, products that are excessively used, washed, contaminated, or returned in an unsuitable condition may not qualify for a refund unless they arrived damaged or defective.

How to Request a Return

To request a return, email info@steprrs.com and include:

  • Your order number;

  • The email address used when placing the order;

  • The name of the product;

  • A brief explanation of the reason for the return;

  • Photos of the product when it is damaged, defective, incorrect, or incomplete.

Please do not send payment card information, passwords, banking credentials, identity documents, or other sensitive personal information.

Our customer support team will review your request and provide the appropriate return instructions.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible. Clear photos or a short video may be requested so that we can review the issue.

Depending on the circumstances, we may offer:

  • A replacement;

  • A reshipment;

  • Store credit; or

  • A full or partial refund.

When an error is confirmed to have occurred on our side, the customer will not be responsible for approved return shipping costs.

Exchanges

Exchanges may be available for products received in the wrong size, model, or variation.

Exchange requests are subject to product availability. If the requested replacement is unavailable, we may offer another suitable product, store credit, or a refund.

Customers may be responsible for shipping costs related to exchanges that are not caused by a defective or incorrect product.

Return Shipping Costs

Unless the product arrived damaged, defective, incomplete, or incorrect, return shipping costs are the responsibility of the customer.

Original shipping charges, expedited delivery charges, customs duties, import taxes, and other delivery-related fees are generally non-refundable unless required by applicable law or the return resulted from an error on our part.

We recommend using a tracked shipping service. Steprrs is not responsible for returned packages that are lost, damaged, or not delivered to the designated return location.

Refund Inspection

Once the returned product is received, it will be inspected.

We will notify you by email whether the refund has been approved, partially approved, or declined. Refunds may be reduced when a returned product is missing parts, damaged after delivery, excessively used, or returned in a condition that does not meet this policy.

Approved Refunds

Approved refunds will be issued to the original payment method whenever possible.

After a refund is processed, it may take up to 10 business days to appear in your account. Processing times depend on the payment provider or financial institution and are outside our direct control.

If more than 15 business days have passed since your refund was approved, please contact info@steprrs.com.

Order Cancellations

Orders may only be cancelled before they have entered processing or fulfillment.

Once an order has been processed, packed, or shipped, it cannot normally be cancelled. In that case, the customer may request a return after receiving the order, subject to this policy.

Non-Returnable Items

The following items may not qualify for return:

  • Gift cards;

  • Free promotional products;

  • Digital products or downloadable materials;

  • Products marked as final sale;

  • Products damaged through misuse or improper care;

  • Products returned after the 90-day return period;

  • Products that present hygiene or safety concerns due to their returned condition.

These restrictions do not affect rights that cannot legally be excluded.

Promotional Offers and Bundles

When returning an item purchased as part of a bundle, multi-buy promotion, gift offer, or discounted package, the refund may be adjusted to reflect the value of the products kept by the customer.

Free gifts included with an order may also need to be returned. If a promotional gift is not returned, its retail value may be deducted from the refund.

Packages Marked as Delivered

If tracking information shows that an order was delivered but you cannot locate it, please check with household members, neighbors, building staff, and the delivery carrier.

Steprrs will review delivery-related concerns individually. A refund or replacement is not guaranteed when the carrier confirms successful delivery to the address submitted during checkout.

Refused or Unclaimed Packages

Orders that are refused, not collected, or returned because of an incomplete or incorrect delivery address may be subject to shipping, return, handling, or carrier fees.

Any approved refund will be issued only after the returned package has been received and inspected.

Chargebacks and Payment Disputes

Customers are encouraged to contact info@steprrs.com before opening a payment dispute or chargeback.

We will make reasonable efforts to investigate the order and provide an appropriate resolution. Refunds cannot be processed normally while an active payment dispute is under review.

Policy Abuse

Steprrs reserves the right to decline returns or refunds when there is reasonable evidence of fraud, repeated policy abuse, false claims, altered evidence, or misuse of products or promotional offers.

Consumer Rights

This policy does not limit any mandatory consumer rights available under applicable law.

Contact Us

For questions regarding returns, exchanges, replacements, or refunds, contact:

Email: info@steprrs.com