Refund policy

Return Policy – StepMate

At StepMate, we want you to be fully satisfied with your purchase.

Returns

We offer a 60-day return policy. You have 60 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

• unworn and unused;
• in its original condition;
• with its tags attached (if applicable);
• in its original packaging;
• accompanied by proof of purchase (order number or purchase confirmation).

How to make a return

To request a return, please contact us at: 📧 stepmate.cs@gmail.com

If your request is accepted, we will send you instructions on how and where to send the item, along with the return address. Depending on the situation, a return label may be provided.

Items returned without a prior request will not be accepted.

For any questions about a return, feel free to contact us at any time at stepmate.cs@gmail.com.

Damaged product or order error

We recommend checking your order as soon as you receive it.

If your item is defective or damaged, or if you received the wrong product, please contact us as soon as possible so we can find an appropriate solution (replacement, refund, or other).

Non-returnable items

For hygiene or regulatory reasons, certain items cannot be returned, including:

• personalized or custom-made products;
• perishable goods (such as food, flowers, or plants);
• personal care or hygiene products that have been opened;
• hazardous materials, flammable liquids, or gases.

If you're unsure whether an item is eligible, please contact us before submitting your return request.

In addition, gift cards are non-refundable.

Exchanges

We do not offer direct exchanges.

If you'd like a different item, please return the original product. Once your return is accepted, you can place a new order.

Right of withdrawal (European Union)

In accordance with European Union law, if your order is delivered to a country within the European Union, you have a legal period of 14 days from the date you receive your order to exercise your right of withdrawal, without needing to provide a reason.

The product must be returned in its original condition, unused, with any tags attached, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we receive your return, we will inspect it and notify you by email whether your refund has been approved or declined.

If approved, your refund will be automatically processed to your original payment method within a maximum of 10 business days.

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

If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at: 📧 stepmate.cs@gmail.com