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Return & Refund Policy

Effective Date: 18 April 2026
Last Reviewed: 18 April 2026

Thank you for shopping with Step Up Sneakers. We want you to love your purchase. If something isn’t right, this policy explains your options, your statutory rights under Maltese and EU law, and how to return or exchange an item. This policy applies to purchases made through stepupsneakers.com and is written to meet Google Merchant Center requirements and applicable consumer protection laws in the EU, UK, US and Australia.

1. Your Right to Return (Change of Mind)

You have 30 days from the day you receive your order to return any unworn item for a full refund of the product price. This extends the 14-day statutory right of withdrawal granted to EU consumers under Directive 2011/83/EU as an additional goodwill period.

To qualify for a change-of-mind return, items must be:

  • Unworn and unused, with only indoor try-on acceptable;
  • In their original condition, including the original shoebox (the shoebox is considered part of the product — please do not tape or label it directly);
  • Returned with all original tags, laces, inserts and accessories.

2. Faulty, Damaged or Incorrect Items (Legal Guarantee)

Under the EU Sale of Goods Directive (EU) 2019/771, as transposed into Maltese law, you are entitled to a minimum two-year legal guarantee on goods that are faulty, not as described, or not fit for purpose. UK customers have equivalent rights under the Consumer Rights Act 2015, and Australian customers are protected by the Australian Consumer Law consumer guarantees. These rights apply in addition to this policy and cannot be waived.

If your sneakers arrive damaged, defective, or you received the wrong item, please contact us within a reasonable time of discovering the issue. We will offer, at your choice where applicable, a repair, replacement, or refund, and we will cover all return shipping costs for confirmed faults.

3. Non-Returnable Items

For hygiene, safety or customisation reasons, the following cannot be returned unless faulty:

  • Items that have been worn outdoors or show signs of wear;
  • Sneakers returned without their original shoebox, tags or accessories;
  • Custom or personalised pairs made to your specification;
  • Final sale or clearance items clearly marked as non-returnable on the product page;
  • Gift cards.

Your statutory right to a remedy for faulty goods is not affected by this list.

4. How to Start a Return or Exchange

  1. Contact us within your return window by emailing info@stepupsneakers.com or calling +356 9971 2481. Please include your order number, the item(s) you wish to return, and the reason.
  2. Receive your Return Authorisation (RMA) and return instructions by email, usually within 2 business days. You can also use the model withdrawal form in Section 10 below.
  3. Pack the item securely inside an outer shipping box so the original shoebox is not damaged or labelled. Include the RMA number inside the parcel.
  4. Ship the item back to the return address below within 14 days of notifying us of your return.

Return address:
Step Up Sneakers – Returns
Balzan Business Centre, Triq L-Għerusija
Balzan BZN 1121, Malta

5. Exchanges

We are happy to exchange your sneakers for a different size or colour, subject to availability. The quickest way to exchange is to return the original pair for a refund and place a new order. If you would prefer a direct exchange, contact us and we will arrange it. For change-of-mind exchanges within the EU, the first exchange shipment to you is free within Malta and charged at standard rates elsewhere.

6. Return Shipping Costs

  • Faulty, damaged or incorrect items: we pay return shipping and will either send a prepaid label or reimburse your reasonable shipping cost.
  • Change of mind: you are responsible for return shipping. We recommend a tracked service, as we cannot be held responsible for items lost in transit back to us.
  • Restocking fees: none. We do not charge restocking fees.

7. Refunds

Once we receive your return we will inspect it and notify you of the outcome within 3 business days.

For change-of-mind returns, refunds are issued within 14 days of you notifying us of your decision to withdraw, in line with Article 13 of Directive 2011/83/EU. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier.

For faulty goods, refunds are issued promptly once the fault is confirmed.

Refunds are made to the original payment method. Depending on your bank or card provider, the funds may take a further 3–10 business days to appear on your statement. We do not charge any fee for issuing a refund.

If you chose an express or upgraded delivery option on your original order, we will refund the cost of the cheapest standard delivery option we offered, as permitted under EU consumer law.

8. Condition of Returned Items

You may handle the sneakers as you would in a physical shop to check the fit, look and function. You are liable for any diminished value resulting from handling beyond this (for example, outdoor wear, scuffs, or damage to the shoebox). In such cases we may make a proportionate deduction from your refund and will explain the reason in writing.

9. Order Cancellations

If your order has not yet been dispatched, you can cancel it at no cost by emailing us as soon as possible. Once the order has shipped, it is treated as a return under this policy.

10. Model Withdrawal Form (EU)

You may, but do not have to, use the following form to exercise your statutory right of withdrawal:

To: Step Up Sneakers, Balzan Business Centre, Triq L-Għerusija, Balzan BZN 1121, Malta. Email: info@stepupsneakers.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ______________________
Ordered on / received on: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature (if sent on paper): ______________________
Date: ______________________

11. Online Dispute Resolution

If we cannot resolve a complaint to your satisfaction, EU consumers can submit a dispute to the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. You may also contact the Malta Competition and Consumer Affairs Authority (MCCAA) for assistance.

12. Contact Us

Step Up Sneakers
Balzan Business Centre, Triq L-Għerusija, Balzan BZN 1121, Malta
Email: info@stepupsneakers.com
Phone: +356 9971 2481
Customer service: Monday to Saturday, 9:00 – 21:00 CET/CEST.

13. Governing Law

This Return & Refund Policy is governed by the laws of Malta, without prejudice to the mandatory consumer protection rights available to you in your country of residence.

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