Do not return the package directly to the address on the shipping label.
How to Return?
1. Return products you are unsatisfied withIf you are not satisfied with the received products or don't need them anymore, they can only be returned within 30 days after receiving(30 days between the receiving day and the day that you provide the return tracking number). Returns only accept Fedex, DHL instead of postal service. Normally a restocking fee will be charged and deducted from the refund amount. The restocking fee is intended to cover the costs of checking and repackaging the returned items as well as the loss in value that may occur during delivery or return. It is also intended to prevent frivolous returns for unnecessary reasons.
If the timeout has expired, products are not able to be returned.
Please make sure that products you receive are what you expect and have no problems. Returned items must be unused, untested, un-programmed, in resalable condition and their original packaging. We will reimburse you for the amount of the returned products, excluding outward postage and packaging from us and your return postage. We advise that all returned products should be sent with insurance cover as we cannot be responsible for items that are lost or damaged in transit. We cannot process a payment for refund until we have received the returned goods.
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 itemsIf 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.
Detailed Return Process
Please do not use logistics providers that do not provide tracking numbers. Do not accept any freight collect shipments.1 |
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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.
