Cancellation & Refund Policy

Cancellation & Refund Policy

Last Updated: May 2026

At Stepzys, customer satisfaction is important to us. We strive to provide high-quality massage insoles and a smooth shopping experience. Please review our cancellation and refund policy below.

Order Cancellation

Before Shipment

Orders may be canceled within 12 hours of purchase for a full refund.

To request a cancellation, please contact us at:

📧 Sales@stepzys.store

Once an order has been processed or shipped, it can no longer be canceled.

Returns

We accept returns within 30 days of delivery under the following conditions:

  • The product is unused and in its original condition.
  • The product is returned in its original packaging.
  • Proof of purchase is provided.

For hygiene and health reasons, we cannot accept returns of used insoles unless the product is defective or damaged upon arrival.

Damaged, Defective, or Incorrect Items

If you receive:

  • A damaged product
  • A defective product
  • The wrong item

Please contact us within 7 days of delivery and provide:

  • Order number
  • Photos of the item received
  • Description of the issue

Upon verification, we will offer:

  • A replacement, or
  • A full refund

at no additional cost.

Refunds

Once your return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be processed to the original payment method within:

  • 5–10 business days for credit/debit cards
  • Processing times may vary depending on your bank or payment provider

Non-Refundable Situations

Refunds will not be issued for:

  • Incorrect sizing selected by the customer after delivery
  • Minor variations in color due to screen settings
  • Delays caused by customs, weather, or courier disruptions
  • Products showing signs of use or damage caused by misuse

Shipping Costs

  • Original shipping charges (if any) are non-refundable.
  • Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect.

Lost Packages

If a package is lost in transit, please contact us. We will work with the shipping carrier to investigate and provide a suitable resolution.

Contact Us

For any questions regarding cancellations, returns, or refunds, please contact:

Stepzys Customer Support

📧 Sales@stepzys.store

🌐 Stepzys Store

Customer First Promise: If there is ever a genuine issue with your Stepzys order, we will work with you to find a fair solution. Your comfort and satisfaction are our priority.