Return and Refund Policy

 

TrueStep Footwear Return and Refund Policy

At TrueStep Footwear, we value your satisfaction and strive to ensure a smooth shopping experience. Please carefully review our Return and Refund Policy as acceptance of these terms is binding upon purchase.

Key Points

• Return Period: 30 days from the delivery date.

• Restocking Fee: None.

• Refund Processing Time: Within 10 working days.

• Return Shipping Costs: Covered by the customer, except for damaged or defective products.

Return Policy Based on Delivery Date

Our return policy begins on the day your order is delivered to the address provided at checkout. We aim to give you ample time to evaluate your purchase. If delivery delays occur, extending beyond the 30-day period, we will take these circumstances into account and adjust the return eligibility accordingly.

Conditions for Returns

1. Order Cancellation

• Before Shipment: You may cancel your order before it has been shipped by contacting our customer service team at Support@truestep-footwear.com. While we will do our best, we cannot guarantee the order has not already been dispatched.

• Refund: A full refund will be issued to the original payment method for cancellations before shipment.

2. Damaged or Defective Products

• Inspection: Inspect your order immediately upon delivery.

• Notification: Report damaged or defective items to Support@truestep-footwear.com within 30 days, including a description and photos of the issue.

• Resolution: We will work to resolve the issue promptly, often by sending a replacement at no cost to you.

3. Change of Mind

• Return Period: Items must be returned within 30 days of delivery.

• Condition: Products must be unused, unwashed, in their original condition with tags attached, and in the original packaging.

• Process: Contact us at Support@truestep-footwear.com to initiate the return process.

4. Exchanges

• Procedure: Follow the return process for a change of mind.

• New Purchase: Once the return is approved, a separate order must be placed for the new item.

5. Incorrect Product Received

• Notification: If you received the wrong product, notify us at Support@truestep-footwear.com.

• Resolution: We will ship the correct item at no additional cost. You may keep the incorrect product.

6. Wrong Size

• Contact: Email us at Support@truestep-footwear.com if the size is too big or small.

• Resolution: We are committed to providing a solution that ensures your satisfaction.

Important Return Guidelines

1. Start Your Return

• Contact Us: Email Support@truestep-footwear.com with your order number to begin the process.

• Return Address: Our team will provide the appropriate return address, which will be one of our warehouses be our global warehouse adresses, depending on your order location. This is part of our commitment to minimizing environmental impact. You are required to send it to the addres, what indicated by our support team.

2. Pre-Authorization

• Approval: All returns must be pre-approved by our customer service team. Unauthorized returns will not be accepted.

3. Return at Your Own Risk

• Responsibility: TrueStep Footwear is not responsible for loss or damage to items during the return process or for packages detained by customs.

• Track & Trace: A Track & Trace code is mandatory for all returns. Provide this code to ensure traceability. Without it, refunds cannot be processed.

4. Packaging and Shipping

• Condition: Ensure the item is in its original condition with all tags and packaging intact.

• Guidelines: Follow the packaging and shipping instructions provided during authorization.

• Required Documents: If applicable, include photos as evidence of damage or defect during the return process.

Refunds

• Processing Time: Approved refunds will be processed within 10 working days.

• Method: Refunds will be issued via the original payment method.

Exceptions

• Personalized Items: Custom products and underwear are not eligible for return.

• Returns Without Pre-Authorization: Any items returned without prior approval or failure to meet the above conditions will not be accepted.

Thank you for choosing TrueStep Footwear. If you have further questions, please contact our customer service team at Support@truestep-footwear.com.