Return & Refund Policy

Returns
We are committed to our customers and want you to be happy! 

We have a 30 natural days return policy, which means you have 30 natural days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at service@steppaws.com.

Returned items must be in their original condition:Must be new with tags. Never used. Original packaging. Does not affect secondary sales. Please note that earrings are not allowed for exchange or return due to hygiene reasons. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Customers need to pay for shipping to send the package back.We do not refund shipping charges.Refunds will be made after the package is returned. Items sent back to us without first requesting a return will not be accepted.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Address will be provided by mail after submitting the application. You can always contact us for any return question at service@steppaws.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Due to relevant requirements, if the return is caused by the consumer, we need to charge you a twenty percent return handling fee. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 20 business days have passed since we’ve approved your return, please contact us at  service@steppaws.com.

Since we do not warehouse or hold inventory, we are unable to accept returns and swap out item for another, so we cannot provide refunds, credits, or replacements except in the event of damage prior to the product arriving with our valued customer.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
Refunds are generally received within 20 business days of receiving your return package. If you’ve done all of this and you still have not received your refund yet, please contact us at service@steppaws.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you need to exchange it for the same item, send us an email at service@steppaws.com

Gifts
Since we do not warehouse or hold inventory, we are unable to accept returns and swap out item for another, so we cannot provide refunds, credits, or replacements for items that are received as gifts.