Effective Date: [10-Aug-2023]
Thank you for shopping with Step Up Sneakers. We want you to be completely satisfied with your purchase, and we’re here to help if you need assistance with returns or refunds. Please take a moment to review our Refund & Return Policy outlined below.
1. Returns Eligibility:
1.1. Defective or Damaged Products: If you receive a product that is damaged, defective, or not functioning as described, please contact our customer support within 14 days of receiving the item. We will guide you through the return process and provide you with a replacement or a refund.
1.2. Change of Mind: If you change your mind about a purchase and wish to return an item, please contact us within 14 days of receiving the item.
2. Non-Returnable Items:
The following items are generally non-returnable:
Custom or Personalized Products: Items that have been specially customized or personalized for you.
Intimate or Hygiene Products: Products like undergarments, swimwear, or hygiene products, for health and safety reasons.
Downloadable Digital Goods: E-books, software, digital music, and other downloadable products.
Perishable or Consumable Items: Items with a limited shelf life or that can be consumed.
3. Return Process:
3.1. Initiating a Return: To initiate a return, please contact our customer support at [customer support email or phone number]. Provide your order details, reason for return, and any relevant information.
3.2. Return Authorization: Once your return request is approved, we will provide you with a Return Authorization Number (RMA). Please include this number on the return packaging.
3.3. Return Packaging: Pack the item securely in its original packaging (if available) or a suitable alternative. Include all original accessories, tags, and documents.
3.4. Return Shipping: You are responsible for return shipping costs, except in cases of defective or damaged products. We recommend using a trackable shipping method to ensure the safe return of the item.
4. Refund Process:
4.1. Refund Approval: After receiving the returned item and verifying its condition, we will process your refund. Refunds will be issued to the original payment method within 14 days.
5. Contact Us:
If you have any questions or concerns about our Refund & Return Policy, please don’t hesitate to contact our customer support team at
Contact Information
Address: BALZAN BUSINESS CENTRE, Triq L-Gherusija, Balzan BZN 1121, Malta
E-Mail: [email protected]
Phone: +1 3234174167
Customer service: Monday to Saturday between 9:00 am to 9:00 pm CEST.