Refund policy

Last Updated: October 19, 2026

At Stepex, we want customers to feel confident when shopping for footwear. This policy explains how to request a return or refund.

1. Return Period

You may request a return within 30 days of delivery, provided the item meets the eligibility conditions below.

Please contact us before sending any item back. We will provide instructions for the return process and the applicable return destination.

2. Return Eligibility

To be eligible for a standard return, items should:

· Be unworn and unused, apart from careful indoor fitting.

· Be in their original condition and packaging, where available.

· Include any original accessories or components supplied with the product.

· Be accompanied by proof of purchase or an order number.

Shoes that have been worn outdoors, damaged through use, or returned in an unsanitary condition may not qualify for a standard change-of-mind return, except where applicable law requires otherwise.

3. How to Request a Return

Email support@stepex.store with:

· Your order number.

· The item you want to return.

· The reason for the return.

· Photos, if the item is damaged or incorrect.

Our support team will review your request and provide the applicable return instructions. Do not send a return to an address until we confirm the correct destination.

4. Return Shipping Costs

For a change-of-mind return, the customer is responsible for return shipping costs unless stated otherwise.

If an item arrives damaged, defective, or incorrect, contact us before returning it. We will review the issue and explain the available resolution and responsibility for return shipping, in accordance with applicable law.

Original shipping charges, if any, may not be refundable for change-of-mind returns unless required by law or stated otherwise.

5. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If the refund is approved, it will generally be issued to the original payment method. Processing times depend on the payment provider and financial institution.

We will not apply undisclosed deductions. If a lawful deduction applies, we will explain its basis before finalizing the refund.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us promptly at support@stepex.store. Include your order number and photos where possible.

We will review the claim and explain the available remedy, which may include a replacement, return, or refund as appropriate.

7. Exchanges

Exchanges depend on product availability. If you need a different size or item, contact us first. We will explain whether an exchange is available or whether you should request a return and place a new order.

8. Cancellations

If you want to cancel an order, contact us as soon as possible. Cancellation may not be possible once fulfillment or shipment has begun. Your rights under applicable law remain unaffected.