Refund policy
SoftStep™ Return, Refund & Limited Warranty Policy
Last Updated: October 17, 2026
At SoftStep™, we want you to feel confident when shopping with us. This policy explains our voluntary return policy, our 90-Day Limited Warranty, and certain statutory consumer rights that may apply depending on where you live.
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be waived under applicable law.
1. 15-Day Voluntary Return Policy
We offer a 15-day voluntary return policy. You have 15 calendar days from the date your order is delivered to request a return for a change of mind or other personal reason.
To qualify under this voluntary return policy, the item must generally be:
- In the same condition in which it was received
- Unused and unworn
- With any original tags attached
- In its original packaging
- Accompanied by proof of purchase
This voluntary policy is separate from any statutory rights you may have for defective, damaged, incorrect, or non-conforming products.
How to Start a Return
Contact us at:
Email: softsteps@use.startmail.com
Please include:
- Your order number
- The item you wish to return
- A brief explanation of the reason for the return
If your return qualifies under our voluntary return policy, we will provide instructions explaining how and where to send your package.
For voluntary returns, please contact us before sending the item so that we can properly identify and process your return.
This authorization requirement does not limit any statutory cancellation or return rights that may apply under applicable consumer law.
Return Address
Approved returns should be sent to:
SoftStep™
Apartment 25
502 Nepute Street
Maryville, IL 62062
United States
Please do not send products back without first contacting us unless applicable law gives you the right to do so independently of our voluntary return procedure.
2. Return Shipping Costs
Change-of-Mind Returns
If you are returning an item because:
- You changed your mind
- You ordered the wrong item
- You no longer want the product
- You simply prefer not to keep it
you are responsible for the cost of return shipping, except where applicable law requires otherwise.
Original shipping charges are generally non-refundable under our voluntary return policy unless required by applicable law.
Defective, Damaged, or Incorrect Products
If the product is:
- Defective
- Damaged upon arrival
- Incorrect
- Materially different from what you ordered
please contact us as soon as reasonably possible.
If we confirm that the issue qualifies, SoftStep™ will cover reasonable return shipping costs and provide the appropriate remedy, subject to applicable law.
Please keep the product, packaging, and any relevant evidence while your claim is being reviewed.
We may request photographs or videos where reasonably necessary to evaluate the issue.
3. 90-Day Limited Warranty
SoftStep™ products include a 90-Day Limited Warranty beginning on the date the product is delivered.
This Limited Warranty is provided in addition to any statutory rights that may apply to you.
What This Limited Warranty Covers
The warranty covers manufacturing defects arising during normal and intended use, including, where applicable:
- Defective stitching or seams
- Manufacturing defects in the material
- Cushioning separating or failing because of a manufacturing defect
- Components separating because of defective workmanship
- Other manufacturing defects affecting the normal use of the product
What This Limited Warranty Does Not Cover
This Limited Warranty does not cover:
- Normal wear and tear
- Gradual deterioration from regular use
- Damage caused by misuse or improper use
- Cuts, tears, burns, punctures, or accidental damage
- Damage caused by excessive stretching
- Damage caused by improper washing, drying, or cleaning
- Loss or theft
- Cosmetic changes that do not affect normal product function
- Change of mind or personal preference
A customer's statutory consumer rights may provide additional protection even when an issue is not covered by this commercial Limited Warranty.
How to Make a Warranty Claim
Contact:
Please provide:
- Your order number
- A description of the problem
- Photos or video showing the defect where reasonably possible
We will review the claim and may request additional reasonable information.
If the claim is approved, SoftStep™ will provide an appropriate warranty remedy, which may include:
- Replacement of the affected product
- Repair, where practical
- Another appropriate remedy agreed upon with the customer
Where applicable law requires a particular remedy, applicable law will take priority.
For approved claims involving a covered manufacturing defect, SoftStep™ will cover reasonable shipping costs necessary to return the defective item and send an approved replacement.
Important Legal Rights
This 90-Day Limited Warranty is an additional commercial warranty. It does not replace, shorten, or eliminate statutory warranties, guarantees, or other consumer rights provided by applicable law.
In the United States, this warranty gives you specific legal rights, and you may also have other rights that vary from state to state. Federal warranty law also restricts the ability of a seller offering a written warranty to disclaim applicable implied warranties. Federal Trade Commission
4. Refunds
For returns made under our voluntary 15-day policy, once we receive and inspect the returned item, we will notify you whether the refund has been approved.
If approved:
- The refund will be issued to your original payment method
- We will process the refund within 10 business days
After SoftStep™ issues the refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.
If more than 15 business days have passed after we confirmed that your refund was issued, please contact:
Different refund deadlines may apply where required by applicable consumer law, including for customers in the European Union or United Kingdom.
5. Exchanges
We do not generally process direct exchanges under our voluntary return policy.
If you would like a different size, style, or product, the fastest option is normally to:
- Request a return of the original eligible product, and
- Place a separate order for the desired product.
This does not limit your right to replacement where replacement is legally required for defective or non-conforming goods.
6. Exceptions and Non-Returnable Items
Under our voluntary return policy, the following may not be eligible for return:
- Custom-made or personalized products
- Gift cards
- Products damaged after delivery through misuse or improper care
- Items specifically identified as Final Sale before purchase, where permitted by applicable law
Hygiene Products
Where permitted by applicable law, certain products that are sealed for health or hygiene reasons may become non-returnable after the hygiene seal has been broken.
We do not use this exception to remove a customer's legal rights regarding defective, damaged, incorrect, or non-conforming products.
Sale or discounted pricing alone does not remove statutory consumer rights.
7. European Union Customers
Customers located in the European Union may have rights that are separate from and more extensive than our voluntary return policy.
14-Day Right of Withdrawal
For qualifying distance purchases, EU consumers generally have 14 days after receiving the goods to withdraw from the purchase without providing a reason. European Union
To exercise this right, contact:
The customer must clearly communicate the decision to withdraw within the applicable withdrawal period.
After notifying us, the customer must return the goods in accordance with applicable law.
Customers may generally be responsible for the direct cost of return shipping for a change-of-mind withdrawal when they were properly informed of this responsibility before purchase. European Union
Consumers may inspect or handle goods to determine their nature, characteristics, and functioning. If handling goes beyond what is reasonably necessary, applicable law may allow a deduction for diminished value.
Where a lawful hygiene exception applies, the right of withdrawal may not apply to qualifying sealed hygiene goods after the seal has been broken.
EU Refunds
When the statutory right of withdrawal applies, we will refund payments as required by applicable EU law, including the cost of the least expensive standard delivery method offered, where applicable.
We may withhold reimbursement until we receive the returned goods or the customer provides appropriate evidence that the goods have been sent back, where permitted by law.
EU Legal Guarantee
Our 90-Day Limited Warranty does not replace the EU legal guarantee.
Under EU rules, consumers generally have a minimum two-year legal guarantee for goods that are defective or do not conform to what was promised. National laws may provide additional protection. European Union
Where required, faulty goods must be repaired or replaced without cost to the consumer, and other remedies such as a price reduction or refund may apply depending on the circumstances. European Union
8. United Kingdom Customers
UK consumers purchasing online may have statutory rights separate from our voluntary 15-day return policy.
Online Cancellation Rights
For qualifying distance purchases, UK consumers generally have 14 days after receiving their goods to notify the seller that they wish to cancel.
After notifying the seller, the consumer generally has another 14 days to return the goods. Legislation.gov.uk
Where applicable, refunds include the cost of the least expensive standard delivery option offered by the seller.
Refunds must be processed according to the statutory timetable, and the seller may generally wait until the goods are received back or evidence of return is provided. Legislation.gov.uk
The customer is generally responsible for direct return costs for a change-of-mind cancellation where the customer was properly informed of that responsibility in advance. Legislation.gov.uk
Faulty Goods
Nothing in this policy restricts rights available under the UK Consumer Rights Act 2015.
For qualifying faulty goods, UK consumers may have a short-term right to reject goods within 30 days, as well as rights to repair, replacement, price reduction, or final rejection depending on the circumstances. Legislation.gov.uk
Necessary costs of a legally required repair or replacement, including applicable postage costs, are borne by the trader. Legislation.gov.uk
9. Australian Customers
Our 90-Day Limited Warranty does not restrict rights provided under the Australian Consumer Law (ACL).
A commercial warranty can expire while statutory Australian consumer guarantees may continue to apply. ACCC
For Australian customers, the following notice applies:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
That wording is prescribed for warranties against defects covering goods in Australia. ACCC
Australian Warranty Contact Details
Warrantor: SoftStep™
Address: Apartment 25, 502 Nepute Street, Maryville, IL 62062, United States
Email: softsteps@use.startmail.com
Phone: [INSERT CUSTOMER SUPPORT PHONE NUMBER]
Warranty claims should include the order number, description of the defect, and reasonable supporting evidence.
For an approved claim covered by our 90-Day Limited Warranty, SoftStep™ will cover reasonable expenses associated with returning the defective product and providing the approved warranty remedy.
Consumer guarantees under Australian Consumer Law apply independently of this 90-Day Limited Warranty.
10. Other Countries
Customers in countries not specifically listed above may have mandatory rights under their local consumer protection laws.
Where applicable law provides rights or remedies that are more favorable to the consumer than this policy, the applicable law will prevail.
Our voluntary return policy and 90-Day Limited Warranty are intended to provide additional benefits and are not intended to waive rights that cannot legally be waived.
11. Contact Us
For questions regarding returns, refunds, defective products, or warranty claims, contact:
SoftStep™ Customer Support
Email: softsteps@use.startmail.com