The Right Pair, Made Simple.

Yes. You may request a return and refund within 7 days of delivery if the product is unused, clean and in good original condition.

The product must not have dirt, stains, scratches, scuff marks, sole wear, damage caused by use, unauthorised modifications or other visible signs of wear.

Please keep the original box, packaging and included accessories in good condition wherever possible.

A refund is not automatic when a request is submitted. The returned product must be received and inspected before the refund is approved.

Yes. You may try your footwear briefly indoors on a clean floor to check its size, fit, comfort and appearance.

Please avoid wearing the product outdoors before deciding whether to keep it. Outdoor wear can cause dirt, scratches, scuffs and sole marks that may make the product ineligible for a change-of-mind return or exchange.

If you discover a possible manufacturing defect or receive the wrong item, contact us promptly and avoid further use or alteration.

For a standard return, refund or customer-requested exchange, the product must be:

• Unused and unworn outdoors.
• Clean and free from dirt, stains, scuffs and scratches.
• Free from sole wear, damage caused by use and unauthorised modifications.
• In good original condition, with its original packaging and included accessories where possible.

Products that do not meet these conditions may be ineligible for a standard change-of-mind return or exchange. This does not remove any rights you may have under applicable consumer-protection law regarding defective, incorrect or misrepresented products.

You must contact STEP31 within 7 days of the delivery date to request a return, refund or exchange under this policy.

Please check your order as soon as it arrives. Requests submitted after this period may not qualify under the standard policy, subject to any rights available under applicable law.

Contacting us within the window is important. We will explain the next steps and provide return instructions where applicable.

Contact STEP31 through our official WhatsApp or customer-service email within 7 days of delivery.

Please include:

1. Your order number.
2. The product name and size.
3. Whether you want a return and refund or an exchange.
4. A brief explanation of your request.
5. Clear photographs if the product is incorrect, damaged or appears defective.

Please wait for our instructions before sending the product back. This helps us identify the order and arrange the appropriate return or exchange process.

WhatsApp: +92 3126 1111 31

Email: step31care@gmail.com

Once the returned product has been received, inspected and approved, STEP31 will arrange the eligible refund.

For prepaid orders, the refund should be issued through the original payment method where possible. For Cash on Delivery orders, we may request verified bank-transfer or other agreed payment details to complete the refund.

Our proposed processing timeframe is 5–10 business days after inspection and approval, excluding any additional time required by banks or payment providers. Please publish this timeframe only if STEP31 can reliably meet it.

Any refund will be calculated according to the eligible amount paid for the returned product and the applicable delivery-charge terms below. We will communicate the approved refund amount and method before processing it.

The delivery-charge responsibility depends on why the return or exchange is being requested.

Customer-requested return or exchange

If you change your mind, select the wrong size or prefer a different colour, you are responsible for the applicable return or exchange delivery costs, provided the request qualifies under this policy.

Any delivery charge that will be deducted from a refund must be communicated clearly before the return is completed.

STEP31 error or qualifying product issue

If STEP31 sends the wrong product, size or colour compared with your confirmed order, or a qualifying pre-existing defect is confirmed, STEP31 will cover the applicable return or exchange delivery costs.

We will explain the arrangements before the product is sent back.

These terms do not limit any consumer rights that apply under the relevant law.

You can request an eligible size or colour exchange within 7 days of delivery, provided the product remains unused, clean and in good original condition.

Customer-requested exchanges are subject to the applicable delivery charges and replacement availability.

If STEP31 sent a different size or colour from the one confirmed in your order, we will treat it as a fulfilment error and cover the applicable exchange delivery costs.

Can I exchange for a different product?

A different product may be considered if we agree to the change and the requested item is available. Any price difference and delivery charges will be confirmed before the exchange is arranged. A different-product exchange is not guaranteed.

Please contact STEP31 within 7 days of delivery, provide your order number and share clear photographs showing the issue. Include photographs of the packaging if relevant.

Please avoid wearing, repairing, cleaning aggressively or modifying the product before we review the concern.

We will assess whether the issue appears to be pre-existing damage, a manufacturing defect, an incorrect item or a normal material or finishing characteristic.

If a qualifying defect or STEP31 fulfilment error is confirmed, we will explain the available remedy, which may include an eligible replacement, exchange or refund, and cover the applicable return delivery costs.

A genuine product issue will be assessed on its merits and in accordance with applicable consumer-protection law.

Some footwear materials have natural variations in texture, grain, shade and surface appearance. Lighting, photography and individual finishing can also cause minor differences between product images and the item received.

Minor variations that are consistent with the material and product description are not automatically manufacturing defects. However, significant damage, a materially incorrect product or an issue affecting the product’s intended function will be reviewed individually.

If you believe the difference is more than a normal material or finishing variation, contact us within 7 days with clear photographs so we can assess it.

After receiving the product, STEP31 will inspect its condition and confirm whether it meets the applicable return or exchange requirements.

Submitting photographs or receiving initial instructions does not automatically mean that a refund or exchange has been approved.

If a standard change-of-mind return does not meet the stated condition requirements, we will explain the reason and the available next steps. Any decision involving a reported defect, incorrect product or statutory consumer right will be assessed separately.

Exchanges depend on stock availability. If the requested size or colour is unavailable, STEP31 will inform you and discuss available alternatives.

If an exchange cannot be completed, we will explain the options available for your case. Any refund or alternative remedy will be handled in line with the agreed terms and applicable law.