Return Policy

Return, Refund & Cancellation Policy

Last updated: September 10, 2026

At StepTheTop, we want you to feel confident about your purchase. Our 30-Day Comfort Trial lets you try eligible footwear in your everyday routine—not just briefly indoors. If you are not satisfied, contact us within 30 days of delivery to arrange a return. We cover the return shipping cost for eligible trial returns.

This policy applies to purchases made directly from stepthetop.com.

1. Order Cancellations and Changes

To cancel or modify an order, email service@stepthetop.com as soon as possible with your order number and the requested change.

We will make every reasonable effort to accommodate your request. Once an order has been processed, packed, or shipped, we may be unable to cancel or modify it.

If your cancellation is approved, we will refund your payment to the original payment method. If we cannot stop the shipment, you may request a return under the applicable terms below. This does not limit any cancellation rights provided by law.

2. Our 30-Day Comfort Trial

Footwear advertised with our 30-Day Comfort Trial may be tried for 30 calendar days from the date of delivery.

You may wear the footwear indoors and outdoors during your normal daily activities, consistent with its intended use and care instructions.

If you are not satisfied with the comfort, fit, size, or overall experience, email us within that 30-day period to request a return. You do not need to demonstrate a product defect to use the trial.

For an eligible trial return:

We refund the full price you paid for the returned footwear, after any discounts, together with refundable taxes.
We cover the return shipping cost through the arrangements described in Section 5.
We do not charge a restocking fee or deduct money for ordinary wear resulting from the trial.

The 30-day deadline applies to when you submit your return request, not when the parcel arrives at our return facility. A delay in our response will not invalidate a request submitted on time.

If your product page expressly offered a longer trial or more favorable return terms at the time of purchase, those terms apply.

3. Return Conditions

For footwear covered by the Comfort Trial, normal creasing, sole marks, and other ordinary signs of reasonable trial wear are acceptable. Outdoor wear alone is not a reason to refuse a return.

Please return the correct item, including its insoles and any accessories supplied with it. Use the original packaging if available. If it is unavailable, use suitable protective packaging; missing original packaging alone does not disqualify a Comfort Trial return.

The trial does not cover deliberate damage, unauthorized alterations, or damage caused by misuse unrelated to the product’s intended use. These exclusions do not include ordinary wear from a reasonable trial or a product defect discovered during use.

For products not advertised with a Comfort Trial, you may request a return within 30 calendar days of delivery. Such items should be unused, in their original condition, and include the packaging and components supplied, unless defective or otherwise covered by applicable consumer law.

Proof of purchase is required, such as your order number or order confirmation.

4. How to Request a Return

Email service@stepthetop.com and include:

Your full name and order number.
The item you wish to return or exchange.
Whether you would prefer a refund or an exchange.
A brief explanation of the issue or your feedback.

For damaged, defective, or incorrect items, please include photos or a short video if reasonably available. We may request additional information to help resolve the issue, but proof of a defect is not required for a Comfort Trial return.

Our Customer Support team will provide return authorization, shipping instructions, and the correct return address.

Please contact us before shipping anything. Do not return items to the manufacturer, the address printed on the original parcel, or an address found online unless we specifically instruct you to do so.

Keep your tracking details and shipping receipt until the return is complete.

5. Return Shipping Costs

Comfort Trial Returns

StepTheTop covers return shipping for eligible Comfort Trial returns, including returns because of dissatisfaction, comfort, fit, size, or personal preference.

Depending on your location, we will either:

Provide a prepaid return shipping label; or
Arrange reimbursement of reasonable return postage, with the shipping method and cost agreed before you send the parcel.

Please do not purchase return postage before receiving our instructions. If reimbursement is arranged, keep your receipt so we can reimburse the agreed cost. Covered return postage will not be deducted from your product refund.

Defective, Damaged, or Incorrect Items

If your item is defective, arrives damaged, or is different from what you ordered, StepTheTop covers the approved return shipping cost.

Other Returns

For products not covered by the Comfort Trial, customers are responsible for return shipping when returning an item because of preference or a change of mind, unless the product page states otherwise or applicable law requires us to cover it.

6. Exchanges

If you need a different size, color, or available product variant, contact us within 30 calendar days of delivery.

Footwear covered by the Comfort Trial remains eligible for an exchange after normal trial wear. StepTheTop covers shipping the original item back to us under the arrangements in Section 5.

Exchanges are subject to availability. Before you agree to an exchange, we will explain any price difference or delivery charge for the replacement. If we sent the wrong item, we cover the shipping needed to correct our mistake.

If your preferred replacement is unavailable, you may choose an available alternative or receive a refund under this policy. We will not substitute a different product without your agreement.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us promptly if an item is damaged, defective, or incorrect.

We will review the issue and arrange an appropriate solution, which may include a replacement, exchange, or refund, subject to your applicable consumer rights.

Our 30-day voluntary return window does not remove any rights you may have concerning defects discovered later.

8. Exceptions

Unless a product-specific promise or applicable law provides otherwise, the following are excluded from voluntary change-of-mind returns:

Personalized, customized, or made-to-order items.
Gift cards and non-physical products.
Items purchased from another retailer or third-party marketplace.
Items deliberately damaged, materially altered, or damaged through misuse.

Requests made after the applicable return or trial period may not qualify for a voluntary return. This does not affect statutory rights or a separate applicable warranty.

These exceptions do not override a Comfort Trial expressly offered on the product page at the time of purchase. Ordinary trial wear is not an excluded condition.

9. Return Review and Refunds

After receiving your return, we will review it and email you about the outcome. Our review process may take up to 14 business days, unless applicable law requires an earlier refund or a shorter processing period.

For eligible Comfort Trial returns, the refund covers the full product price actually paid after discounts, plus refundable taxes. Normal trial wear will not result in a partial refund or a restocking fee.

Original delivery charges and optional expedited shipping charges are generally not refundable for a non-defective return, except where applicable law or an express product offer requires otherwise. For verified defective, damaged, or incorrect items, we will also refund applicable delivery charges where required.

Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to display the refund.

If we believe a return falls outside this policy, we will explain the specific reason and give you an opportunity to provide further information before resolving the request.

10. Late or Missing Refunds

If you have received a refund confirmation but cannot see the funds:

Check the account used for the original payment.
Contact your bank, card issuer, or payment provider about processing times.
If the refund is still missing, email service@stepthetop.com with your order number and refund confirmation.

We will help you trace the refund.

11. Product Warranties and Consumer Rights

A separate product warranty, where expressly provided at the time of purchase, applies in addition to this policy.

Ordinary wear is not necessarily a manufacturing defect, but normal trial wear does not prevent a return under our Comfort Trial.

Nothing in this policy excludes or limits mandatory consumer rights under applicable law. Where local law provides additional cancellation rights, remedies, shipping refunds, or shorter refund deadlines, those rights take precedence.