Return and Refund Policy Framework

Stepovique establishes this comprehensive Return and Refund Policy to ensure a transparent, fair, and legally compliant shopping experience for all our customers in Hong Kong. We manage our return operations in strict accordance with the Sale of Goods Ordinance (Cap. 26) of Hong Kong, ensuring that consumer rights are protected regarding product quality and description accuracy.

Please read the following structural guidelines attentively before completing your purchase on our digital platform.

The Thirty-Day Return Window

We offer our customers a dedicated 30-days window to address issues with their purchases. This thirty-day period begins exactly on the day the logistics partner delivers the package to your physical doorstep.

To remain eligible for a resolution under this framework, the product must be in its original, unworn state, complete with all original packaging materials, tags, and labels intact. Returns initiated after this thirty-day period cannot be processed by our system.

Exclusions Due to Change of Mind

Our business model does not accommodate returns, exchanges, or billing refunds if a customer experiences a simple change of mind after receiving an item. This includes changes regarding personal color preferences, style adjustments, or incorrect size selections made during the checkout process.

We provide detailed sizing metrics and high-resolution images for each footwear item on our product pages to assist your selection. Because we do not accept change-of-mind returns, please review our sizing charts meticulously before ordering to ensure you are entirely sure about your selection before finalizing an order.

Resolving Damaged or Incorrect Shipments

If your package arrives with clear manufacturing damage, or if the logistics team delivers an item that does not match the product you ordered, our firm will take immediate responsibility to correct the error.

• Step One (Notification): You must contact our support staff immediately by sending an electronic mail to shoes@stepovique.com . Please include your order identifier, a description of the issue, and clear photographic evidence of the damage or the incorrect item.
• Step Two (Complimentary Pickup): Once our staff reviews your message, we will coordinate a regional courier service to collect the item directly from your Hong Kong address. This pickup service is entirely free of charge; our firm handles all logistics costs.
• Step Three (Zero Restocking Fees): Our business never charges restocking fees, handling penalties, or processing deductions for returning problematic items.

Central Warehouse Inspection Protocols

Once the return courier delivers the item back to our central warehouse facility, the product enters our official evaluation queue. Our specialized staff takes exactly twenty-four hours to inspect the physical condition of the item. This inspection confirms the reported manufacturing flaw or the shipping discrepancy.

Available Resolutions: Replacement or Reimbursement

Following the completion of our 24-hour inspection, our team will proceed with one of two structural resolutions:

1. Product Replacement: If the specific shoe model and size are available in our current inventory, we will immediately package and ship a brand-new replacement item to your address at no extra cost.

2. Full Refund: If the item is permanently unavailable, out of stock, or if the structural damage cannot be resolved through a replacement, we will authorize a full billing refund.

Bank Transfer Refund Process

Because Stepovique operates exclusively on a Cash on Delivery (COD) transaction model, our digital systems do not collect, view, or store any electronic banking credentials or credit information during the checkout process. Therefore, we cannot reverse a digital transaction automatically.

When a full refund is passed, our customer service team will contact you via electronic mail to request your necessary local banking details. Once you provide these details, our billing department will initiate a secure, direct local bank transfer for the exact purchase amount.

Processing Timelines for Transferred Funds

After our billing team initiates the local bank transfer, the time required for the cash to display in your personal balance can take up to seven business days. This specific duration depends entirely on the processing cycles, clearing speeds, and administrative protocols of your individual banking provider. Our support team will provide a transfer confirmation document via electronic mail as soon as the funds leave our account.