Refund policy

At Step Insoles, customer satisfaction is important to us. Please read this Return & Refund Policy carefully before placing an order.

Return Eligibility Period

  • Returns or exchange requests are accepted within 14 days from the date of delivery.
  • After 14 days of the delivery date, no return, refund, or exchange requests will be entertained under any circumstances.

Non-Returnable Items

We do NOT accept returns or refunds in the following cases:

  • Product has been used, worn, washed, or tried extensively
  • Product is torn, damaged, broken, or altered by the customer
  • Original packaging is missing or damaged
  • Return request is made after 14 days
  • Damage caused due to misuse, improper handling, or negligence

Product Issue / Defect Policy

If you receive a product with a manufacturing defect, damage, or wrong item:

  • You must contact us within 14 days of delivery
  • Clear images or videos of the issue must be shared with our support team
  • After verification, a replacement product will be delivered at no additional cost
  • No return shipping charges will be taken from the customer in this case

⚠️ In case of a genuine product fault, replacement only will be provided.
Refunds are not applicable for defective items.

Returns Without Product Issue

If there is NO defect or issue with the product and the customer still wishes to return it:

  • A 30% deduction will be applied to the product price
  • The customer must send the product back at their own expense
  • Original delivery charges (if any) are non-refundable
  • Product must be unused and in original packaging

Refunds will be processed only after the product is received and inspected at our warehouse.

Return Shipping Responsibility

  • Customer is responsible for return courier charges
  • Step Insoles is not responsible for lost or damaged return parcels
  • We strongly recommend using a reliable courier service

Refund Processing

  • Refunds (if applicable) are processed after product inspection and approval
  • Refund method depends on the original payment method

 Cash on Delivery (COD)

  • Refunds are issued via bank transfer
  • Processing time: 1–3 working days after approval

 Online Payments (X Pay – Debit/Credit Card, JazzCash, EasyPaisa)

  • Refunds are processed through X Pay
  • Processing time may take 25–30 working days, depending on the bank or payment provider
  • Step Insoles is not responsible for delays caused by banks or payment gateways

Order Refusal / Unclaimed Parcels

  • Orders refused at delivery or left unclaimed are not eligible for refunds
  • Repeated refusal may result in future order restrictions

Return Address (Warehouse)

All approved returns must be sent to:

Step Insoles
31-M, Quaid-e-Azam Industrial Estate
Lahore, Pakistan

(Returns sent without prior approval will not be accepted.)

Need Help?

For return or refund requests, contact us:

Please include:

  • Order number
  • Clear reason for return
  • Images/videos (if applicable)

Final Authority

Step Insoles reserves the right to approve or decline any return or refund request based on policy compliance and product inspection.