You may cancel your order at any time before it has been shipped. Once your cancellation request is received and processed, we will issue a full refund to your original payment method. Please note that it may take 3-5 business days for the refund to appear in your account, depending on your financial institution's processing time. To cancel an order, please contact our customer service team immediately after placing your order.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging. You must also provide proof of purchase, such as the original receipt or order confirmation email. Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped or defective product).
To initiate a return, please contact our customer service team to receive a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Upon approval of your return, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. Please note that shipping costs are non-refundable unless the return is due to our error. Depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account.
If you received a gift and would like to return it, we will issue a refund in the form of store credit to the original purchaser. The refund amount will be equal to the purchase price of the item, excluding any shipping costs.
If you haven't received your refund within the expected timeframe, please first check with your bank or credit card company, as it may take some time for the refund to be processed. If you've done this and still haven't received your refund, please contact us with your order details, including the date of purchase, order number, and payment method used. We will investigate the matter and work with you to resolve the issue promptly.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: stepnexa Lda.
Address: Rua do Ouro 78, 1100-150 Lisboa, Portugal
E-Mail: [email protected]
Phone: +351 21 345 6789
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (WET), excluding public holidays.
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