Refund policy
At StepSpring, we want customers to feel confident trying the product. If you are not entirely happy with your order, we are here to help.
Refund Eligibility
To be eligible for a refund:
- Timeframe: You must request a refund within 30 days of delivery.
- Condition: The item must be unused, clean, and in its original packaging.
- Proof: We may ask for your order number, photos, or other details needed to review the request.
Non-Refundable Items
Items marked final sale, gift cards, and items returned used, damaged from misuse, missing packaging, or with hygiene concerns are not eligible for refund.
Note: StepSpring launch or compare-at pricing does not cancel the 30-day return window unless a product is specifically marked final sale.
How to Request a Refund
To request a refund, email info@stepspring.co with your order number, the reason for the return, and photos if the item arrived damaged, defective, or different from what you ordered.
Please wait for return instructions before sending anything back. Returns sent without prior approval may not be accepted.
Restocking Fees
- Standard orders: A $10 restocking fee will be deducted from the refund.
- Orders over $100: A 10% restocking fee will be applied.
Restocking fees do not apply when the return is due to our error, such as a wrong item, defective item, or item damaged on arrival.
Return Shipping
We do not provide prepaid return shipping labels. Return shipping costs are the customer's responsibility unless the return is due to our error. Use a tracked shipping service and keep your tracking number; we cannot refund returns lost in transit.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or different from what you ordered, email info@stepspring.co within 7 days of delivery with photos of the packaging and product. We will provide a full refund or replacement after review.
Refund Processing
Refund Method
- Refunds are issued to the original payment method.
- Store credit may be offered when available.
Processing Time
- Refunds are processed within 5-7 business days after we receive and inspect the returned item.
- Your bank or card issuer may take additional time to post the credit to your account.
Refund issue? Contact us first to confirm we processed the refund correctly. If processed properly on our end, please check with your bank or card issuer for further information.
Need Help with a Refund?
Our customer service team is here to help with refund inquiries.
Mail: StepSpring, 440 N Barranca Ave, Covina, CA 91723, United States.