Return

Return

Please note that we can only accept returns that have been authorized. The product has to be returned to the warehouse from which it was shipped.
Do not return the package directly to the address on the shipping label.

How to Return?

1. Return products you are unsatisfied with

If you are not satisfied with the products you received or no longer need them, you may return them within 30 days of receipt. The 30-day period is calculated from the date you receive the item(s) to the date you provide a valid return tracking number.

To ensure your return is processed smoothly, please review the following conditions:

1.1. Return Shipping

All returns must be shipped using a traceable shipping method with a valid tracking number.
For returns to China, shipments must be sent via FedEx or DHL. Returns sent via postal services will not be accepted.

1.2. Restocking Fee

A restocking fee equivalent to 10% of the goods value will be deducted from your refund. This fee covers inspection, repackaging, and potential loss in product value, and helps minimize unnecessary returns.

1.3. Condition of Returned Items

Returned items must be:

Unused, untested, and unprogrammed.
In resalable condition.
Returned with original packaging.

Please verify that the products meet your expectations and are in good condition before opening or using them.

1.4. Refund Process

Refunds will be processed after the returned items are received and inspected.

The refund covers product cost only.
Original shipping, packaging fees, and return shipping costs are non-refundable.

1.5. Shipping Insurance

We strongly recommend purchasing shipping insurance for your return, as we are not responsible for items lost or damaged during transit.

Please note that returns will not be accepted after the 30-day period has expired. If you have any questions, feel free to contact us before initiating a return.

Please note that we do not accept returns of customized products unless they are defective.

2. Wrong item received?

If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If you'd like to keep it, we will offer a discount up to 50% for keeping it, and we will send the replacement product to you.

3. Return defective items

If you received a defective item, you can send the item back in the original package with freight collect. However, you will need to provide photos and videos showing the defect(s) of the product.

*NOTE: We strongly recommend obtaining and saving your return tracking number until you are notified that we have completed your refund.*

Detailed Return Process

Please do not use logistics providers that do not provide tracking numbers. Do not accept any freight collect shipments.

1	2	3	4	5
Customer requests a return and provides criterias	STEPPERONLINE approves or disapproves of the return	Customer sends back the package and provide tracking number	Items received by the warehouse	Customer gets replacements or refund

To avoid missing the RMA number, please add the RMA number as the recipient. For example, if the RMA number is RMA123456789, the following is the correct way to add the number.

How long does it take for me to get a refund and a replacement?

It may take 1 to 2 weeks for your return to reach our warehouse. Once the item is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.

Replacements are treated the same way as that of new orders -- they leave our warehouses within 2 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.