Refund Policy

At STEPZY, we are committed to providing high-quality products and an exceptional shopping experience. Please carefully review our refund policy to understand the conditions under which refunds may be requested and how we ensure a fair process for all parties.

 

Refund Conditions

Defective or Damaged Products
If you receive a defective or damaged product, contact us within 7 days of delivery with clear images and/or videos of the product and original packaging for assessment.

• Eligible products may be refunded or replaced at no additional cost.
• Claims made after this period will not be accepted.
  
  

Items Not Eligible for Refunds
To protect the health, safety, and integrity of our customers, the following products are not eligible for refunds or returns:

• Products that have been opened, used, or applied (e.g., creams, sprays, patches, liquids, etc.);
• Consumable products or those that come into direct contact with the skin (e.g., patches, facial masks, etc.);
• Intimate products, including intimate beauty items or undergarments.
  
  

Shipping Delays
While our shipments are typically delivered within the estimated timeframe of 5 to 10 business days, delays may occur due to customs inspections or logistical issues.

• A refund will only be considered if the maximum delivery time of 30 business days has been exceeded and the carrier confirms the order is lost.
• Refunds for delays will not be granted while the product is in transit.
  
  

Undelivered Orders
If an order is not received:

• If the carrier confirms the package is lost, we will offer a replacement at no cost or a full refund.
• If tracking indicates the package has been delivered, it is the customer's responsibility to investigate locally with the carrier.
  
  

Product Did Not Meet Expectations
We aim to provide high-quality products; however, individual results may vary.

• Opened or used products are not eligible for refunds due to dissatisfaction.
• Unused products may be returned to our warehouse sealed in their original packaging for assessment. Return shipping costs are the customer's responsibility.
  
  

Promotional or Discounted Items
Items purchased during promotions or at a discount are non-refundable, except in cases of proven defect.

How to Request a Refund

To initiate a refund request:

• Contact us at info@stepzy.me with:
• Your order number;
• Clear evidence (photos/videos) in case of defects or damage.
• After evaluation, we will proceed according to the conditions outlined above.

 

Return Shipping Costs and Warehouse Location

All returns must be sent to our international central warehouse in Hong Kong.

• Return shipping and customs fees are the customer's responsibility.
• Refunds will only be processed after the product has been received and inspected.

 

Our Commitment to Sustainability

At STEPZY, we prioritize sustainability. We kindly encourage our customers to consider alternatives, such as donating unused products, to help reduce environmental impact. Together, we can contribute to environmental preservation.

  

Acceptance of Terms

By placing an order with STEPZY, you confirm that you have read, understood, and agreed to our Refund Policy, Shipping Policy, and Return Terms. These policies are available in the footer of every page on our website for your review prior to completing your purchase.