Refund & Returns Policy

Refunds and Returns Policy

Effective Date: January 7, 2025

At ZoeSteps, we are committed to ensuring your satisfaction with every purchase. This Refunds and Returns Policy outlines the process, conditions, and timeframes for returns and refunds. If you have any questions, please contact us at [email protected].

1. Eligibility for Returns

We accept returns under the following conditions:

  1. Timeframe: Items must be returned within 14 days of delivery.
  2. Condition: Items must be in their original condition, unworn, undamaged, and with all original tags and packaging intact.
  3. Exclusions: Certain items, such as clearance items, gift cards, and personalized products, are not eligible for return unless defective or damaged upon receipt.

2. Initiating a Return

To initiate a return:

  1. Contact Us: Email us at [email protected] with your order number, a description of the issue, and, if applicable, photos of the product.
  2. Approval: Once your return request is approved, we will provide you with a return authorization and instructions on where to send the item.
  3. Shipping: Customers are responsible for return shipping costs unless the product is defective or incorrect.

3. Refund Process

Once we receive and inspect the returned item, we will process your refund:

  1. Inspection Timeframe: Returns are inspected within 3-5 business days of receipt.
  2. Refund Method: Refunds are issued to the original payment method. Depending on your bank or payment provider, it may take an additional 5-10 business days for the funds to appear in your account.
  3. Notification: You will receive an email confirming the approval or rejection of your refund.

4. Exchanges

We accept exchanges under the following conditions:

  1. Availability: Exchanges are subject to product availability.
  2. Process: Contact us at [email protected] to request an exchange.
  3. Shipping: Customers are responsible for shipping costs for exchanges unless the item is defective or incorrect.

5. Defective or Damaged Items

If you receive a defective or damaged item:

  1. Notification: Contact us within 48 hours of delivery at [email protected] with a description and photos of the issue.
  2. Resolution: We will offer a replacement, repair, or full refund at no additional cost to you.

6. Non-Returnable Items

The following items cannot be returned:

  • Clearance or sale items
  • Gift cards
  • Personalized or custom-made products
  • Items not in their original condition or missing parts

7. Return Shipping Costs

  1. Customer Responsibility: Customers are responsible for return shipping costs unless the item is defective or incorrect.
  2. Shipping Method: We recommend using a trackable shipping method and purchasing shipping insurance, as we are not responsible for lost or damaged returns.

8. Cancellations

Orders may be canceled before shipment. If your order has already shipped, you must follow the return process outlined above.

9. Contact Information

If you have any questions or need assistance with a return or refund, please contact us:

Thank you for choosing ZoeSteps. We value your trust and are here to ensure your shopping experience is exceptional.