Refund policy

1. Return and Refund Policy

Returns & Exchanges
At STEPOFF, we want you to love your purchase. If you're not fully satisfied, we accept returns and exchanges within 7 days of delivery, subject to the conditions below.

Eligibility

• Item must be unused, unworn, and in original condition
• Original packaging, shoebox, and all tags must be intact
• Proof of purchase (order number) is required

Return Shipping Costs

• If the item is defective, damaged, or the wrong item was sent, STEPOFF will cover the full cost of return shipping and offer a free exchange or full refund with no deduction.
• For all other returns (e.g., wrong size ordered, change of mind), the customer is responsible for the return shipping cost.

Refund Amount

1. Refund Amount

   • For returns due to wrong size ordered or change of mind, a 25% deduction will apply to the product price to cover handling and processing costs. The remaining 75% will be issued as a refund or exchange, as applicable, within 14 days.
   • For defective, damaged, or incorrect items sent by STEP OFF a full refund (100%) will be issued with no deduction, within 14 days.

   Cash on Delivery (COD) Orders

   • Customers may open and inspect the parcel before making payment to our delivery rider, to confirm the item matches their order.
   • Since COD orders are paid in cash upon delivery, approved refunds will be issued as store credit or via bank transfer/Easypaisa to the customer's provided account, within 14 days.

   How to Request a Return

   1. Contact us at supportstepoff@gmail.com or WhatsApp 03095200037 within 7 days of delivery with your order number and reason for return.
   2. Once approved, we'll share pickup/drop-off instructions.
   3. Once the returned item is received and inspected, we'll process your refund or exchange within 14 days.

Non-Returnable Items

• Items marked as Final Sale
• Items returned without original packaging or in worn/used condition

For any questions, reach us at stepoff35@gmail.com or WhatsApp 03095200037