Refund policy

Return and Refund Policy – StepAlign

At StepAlign, we aim to ensure your complete satisfaction with the products you purchase. If there is any issue with your order, please read our return and refund policy below:

1. Return Conditions

Returns may be requested in the following situations:

Defective or damaged product:
If the product is defective or damaged during transport, you may request a return or an exchange.

Incorrect or damaged product:
If an incorrect product is sent or if the product is damaged upon receipt, returns will be accepted.

Change of mind:
Customers have 7 calendar days from the date of receipt of the product to request a return, in accordance with Consumer Law (Article 49).

General conditions for returns:

• The product must be returned unused, in its original packaging, with all accessories included.

• The customer must contact our customer service to request a return, providing the order number and the reason for the return.

2. How to Request a Return

To request the return of a product, follow these steps:

• Contact our customer service: Send an email or visit our online support page, stating the reason for the return and the order number.

• Provide the order number and the product to be returned: Make sure to include all necessary details so we can locate your order quickly.

• Wait for return confirmation: After reviewing your request, we will send you instructions on how to return the product.

3. Return Timeframe

You have 7 calendar days from the date of receipt of the product to request a return, as required by law. For returns due to defects or damage, the timeframe is 30 days.

4. Refunds

Once the return is confirmed and the product has arrived at our distribution centre, the refund will be processed using the original payment method:

• Debit or credit card: The amount will be refunded to your card statement within 10 working days.

• Bank transfer or BACS: The refund will be issued to the provided bank account within 10 working days.

The time it takes for the refund to appear in your account may vary depending on your bank or card provider.

5. Exchanges

If you wish to exchange a product, the procedure is the same as for a return. Exchanges are subject to stock availability. If the desired product is not available, you may choose another product or request a refund.

6. Return Costs

Return due to a defect or company error:
Returns will be free of charge, and StepAlign will cover the return shipping costs.

Return due to a change of mind:
Return shipping costs will be the responsibility of the customer, unless a specific promotion offers free returns.

7. Exclusions

Returns will not be accepted in the following cases:

• Products that have been used or damaged by the customer.

• Products not returned in their original packaging.

• Perishable or personalised items, unless they are defective.

8. Customer Service

For any questions or assistance, our customer service team is available to help you.

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