Refund policy

Return & Refund Policy

Last updated: July 2026

We want you to love your STEPLO purchase. If you're not completely satisfied, we're here to help.

Please read our Return & Refund Policy carefully before requesting a return.

Our 30-Day Comfort Guarantee

We stand behind the quality of every STEPLO product.

If you're not satisfied with your purchase, you may return it within 30 days of receiving your order, provided it meets the conditions outlined below.

Your satisfaction is important to us, and we'll do our best to make the return process simple and hassle-free.

How To Start A Return

To request a return, please contact us at:

Email: support@steplo.co.za

Please include:

  • Your order number
  • The name used when placing the order
  • The reason for your return
  • Photos of the product (if applicable)

Our support team will review your request and provide the next steps.

Please do not send your item back without contacting us first.

Return Eligibility

To qualify for a return:

  • The request must be made within 30 days of delivery.
  • The item should be in its original condition.
  • The product should not be intentionally damaged or misused.
  • All original packaging should be included where possible.

Returns that do not meet these requirements may not be eligible for a refund.

What Qualifies For A Refund

You may be eligible for a refund if:

  • You received the wrong item.
  • Your item arrived damaged.
  • Your order arrived with a manufacturing defect.
  • Your approved return meets our return requirements.

If your return is approved, your refund will be processed back to your original payment method.

What Does Not Qualify

Refunds may not be approved if:

  • The product has been intentionally damaged.
  • The item shows excessive wear due to misuse.
  • The product has been modified after delivery.
  • The return request is made after the 30-day return period.
  • The item is returned without prior approval from our support team.

How Refunds Are Processed

Once we receive and inspect your returned item, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Please note that banks and payment providers may take several business days to complete the refund.

Damaged Or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order.

Include:

  • Your order number
  • A description of the issue
  • Clear photos showing the product and packaging

We'll review your case as quickly as possible and work towards an appropriate solution.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has entered processing or has been shipped, it can no longer be cancelled.

If you no longer want the item after receiving it, you may request a return in accordance with this policy.

Consumer Rights

Nothing in this Return & Refund Policy limits your rights under applicable South African consumer protection laws.

Where required by law, STEPLO will honour all applicable consumer rights.

Contact Us

If you have any questions regarding returns or refunds, we're happy to help.

Email: support@steplo.co.za

Our customer support team aims to respond as quickly as possible during business hours.