Refund policy

Refund Policy — Stepwell

1. Right of Return

At Stepwell, we want you to be completely satisfied with your purchase. If your item is faulty, damaged, incorrect, or missing accessories, you have the right to return it within 30 days of receiving your order.

2. Conditions for Returns

To be eligible for a return:

• The item must be unused and in its original condition and packaging
• Proof of purchase is required

Items that show signs of wear, use, damage, or improper handling will not be accepted for a refund.

3. Return Reasons and Costs

Faulty, Damaged, or Incorrect Items:

• We will cover the return shipping costs
• You may choose a replacement or a full refund

Change of Mind:

• Returns are accepted within 30 days of delivery
• The item must be unused and in perfect original condition and packaging
• Return shipping costs are the responsibility of the customer
• Original shipping costs are non-refundable

4. Refund Process

Once we receive and inspect the returned item:

• Refunds will be issued to the original payment method via Shopify Payments
• Please allow up to 14 days for the refund to be processed after approval

We reserve the right to reduce or refuse a refund if the item has been used or damaged.

5. Non-Returnable Items

Returns are not accepted for:

• Items that have been worn, used, or had original packaging removed and discarded
• Items damaged due to misuse or improper handling
• Items returned after the 30-day return period

For hygiene reasons, insoles that have been worn or fitted inside footwear cannot be returned for change-of-mind reasons once removed from their sealed packaging — this does not affect your right to a refund or replacement for faulty, damaged, or incorrect items.

6. How to Request a Return

To initiate a return, please contact us at: 📧 georgeadmin33@gmail.com

Please include:

• Your order number
• Reason for return
• Photos (if the item is damaged, defective, or missing accessories)

We aim to respond to all return requests within 2 business days.