Refund policy
RETURN POLICY
At STEPPED IN, we accept returns for a refund or exchange if you are not completely satisfied with your order.
Returns must be requested within 14 days of receiving your order, and items must be returned within 14 days of delivery. Return shipping costs are the responsibility of the customer. We recommend using registered and insured post.
To start a return, please email James@steppedin.uk within 14 days of receiving your order. Our team will provide a returns form and return address. Please state the reason for your return and whether you would like a refund or an exchange. Exchanges can only be made for the same product.
STORE CREDIT
If you prefer store credit, we will issue a credit note for the full item value once your return has been received and inspected.
During the extended holiday period, refunds are not available once the standard 14-day return window has passed.
SOURCED ITEMS
Items sourced specifically for you are ordered from our suppliers after you purchase, so they cannot be returned due to sizing issues, change of mind, or preference. We recommend researching sizing carefully before purchasing.
POKÉMON PRODUCTS
Pokémon TCG products can only be returned if they are still factory-sealed, with the original shrink wrap intact and undamaged. Opened products, including opened booster packs, cannot be returned.
FINAL SALE ITEMS
Final sale items can be returned for store credit only. They are not refunded to the original payment method. The same return conditions apply.
RETURN CONDITIONS
Returned items must meet the following conditions:
- Items must be new, unused and unworn.
- All original packaging, tags and brand labels must be attached.
- Security seals and tags must remain intact. Please do not remove the security tag until you are happy with your order.
- Shoe boxes must not be damaged or used as the external shipping box, as they are considered part of the product.
- Items must be stored in a clean, smoke-free environment.
If a returned item shows signs of use, tampering, missing tags or damage, we reserve the right to refuse the return or make deductions from the refund.
REFUNDS
Once your return has been received and inspected, we will process your refund within 14 days. Refunds are issued for the item value only, as shipping costs are non-refundable.
INTENDED USE
Unless a product is described as performance or sports footwear, the trainers we sell are lifestyle footwear designed for everyday casual wear. They are not designed for running, sports, gym training, hiking, or heavy or prolonged use in wet conditions.
WEAR AND TEAR AND MISUSE
We do not offer refunds, replacements or exchanges for:
- Normal wear and tear, including creasing, sole wear, scuffs and fading.
- Damage caused by using a product for a purpose it was not designed for, such as running or sport in lifestyle footwear.
- Damage caused by accidents, neglect, improper cleaning or care (including washing machines, tumble dryers or direct heat), or alterations.
FAULTY ITEMS
If you believe your item is faulty, please email us first at James@steppedin.uk with photos of the item, including the soles, and a description of how it has been worn. We will inspect the item based on those photos (we may also ask you to return it) and let you know the outcome.
If the damage was caused by wear and tear, misuse or use outside the item's intended purpose, the claim will be declined and any item sent to us will be returned at your cost.
STEPPEDIN LIMITED does not offer a warranty on our products. This does not affect your statutory rights.
ADDITIONAL INFORMATION
Customers are responsible for taking reasonable care of goods while in their possession. If this obligation is not met, we may refuse the return and send the item back at the customer's cost.
We reserve the right to refuse returns from customers who repeatedly return items excessively.
If you have any questions about sizing or the condition of any item listed on steppedin.uk, please contact us at James@steppedin.uk.