StepUp Collection – Return, Refund & Guarantee Policy

1. Return & Refund Overview

• Refunds to the original payment method will only be issued where required by the Australian Consumer Law (ACL).
• This includes products that are faulty, defective, unsafe, or misdescribed.
• All other eligible returns will be processed as store credit or exchanges.
• Return label expiry Returns must be lodged within 10 business days of approval.

1.1 Misdescribed Products – Clarification

“Misdescribed” refers to objective product details such as:

• Size, length, or width measurements (allowing 1–2 cm variation)
• Slip resistance or grip performance
• Material composition (EVA specifications, weight, density)
• Color or design variations where specified

It does not include subjective claims such as personal comfort, preference, or perceived fit.

2. Order Mistakes & Cancellations

• Mistaken orders (e.g., extra items added at checkout or upsell offers accepted in error) are treated as change-of-mind returns.
• Refunds for order mistakes will be issued as store credit.
• If you contact us to cancel before fulfilment, a refund may be issued to your original payment method. An administration fee of up to $20 may apply.
• Once an order has shipped, cancellations are no longer possible and any refund will be issued as store credit only.

3. Marketing Names & Transparency

• Some products may be marketed under store-specific names.
• Original supplier or manufacturer names may differ but are disclosed where relevant.
• This does not affect authenticity, quality, or performance.

4. Change-of-Mind Returns

• Must be requested within 14 days of delivery.
• Items must be unused, unopened, in original packaging, and resalable.
• Return shipping is at the customer’s expense (Australia Post rates apply).
• Customer assumes risk of loss or damage in transit — insurance is recommended.

📦 Uncollected Parcels & Return to Sender

• Parcels returned due to incorrect address or non-collection will be treated as change-of-mind returns.
• Resend cost: Australia Post rates apply.
• Alternatively, store credit (excluding shipping) will be issued once the parcel is received back.

⚖ Acceptance and Condition of Returned Goods

• For all returns not arising from a fault, defect, or misdescription, customers acknowledge that:
• The risk of loss or damage during return shipping is borne by the customer.
• Products must be returned in original, unused, and hygienic condition. EVA material may retain marks or odors if worn.
• Refunds or exchanges for change-of-mind returns are at StepUp Collection’s discretion and may be issued as store credit only.

5. Faulty or Defective Products (ACL Rights)

If a product is faulty, unsafe, or defective, customers are entitled under ACL to a refund, repair, or replacement.

• StepUp Collection covers return shipping in these cases.
• Proof (photos/videos) may be required before a return label is issued.

6. 30-Day Money-Back Guarantee

• Applies only to selected insoles and slippers where specifically advertised.
• Claims must be submitted within 30 days of delivery.
• Items must remain in original, unused condition (no stains, odors, or misuse).
• Returned products must be in original packaging. Failure to meet these conditions may void the guarantee.
• Refunds to the original payment method are available only where the product is faulty, missing parts, or misdescribed.
• This guarantee does not cover subjective reasons such as “Didn’t like the feel” or “Not suitable for me.”

7. Exclusions

• Change of mind based on personal preference, including:
  • “This isn’t for me.”
  • “The slipper or insole didn’t fit as expected.”
  • Concerns about quality not meeting personal expectations.
• Minor variations, including:
  • Slight differences in color, texture, or pattern.
  • Size discrepancies within 1–2 cm manual measurement allowance.
• Hygiene-sensitive items once used, including:
  • Insoles
  • Slippers or footwear
• Sale, clearance, or final sale items (unless faulty under ACL).

8. Return Process

1. Email hello@stepupcollection.com.au with order number, reason, and photos/videos.
2. Once approved, a tracked return label will be issued.
3. Return must be lodged within 10 business days of approval.

9. Refund, Exchange & Resolution

• ACL cases (faulty, defective, unsafe, misdescribed): refund to original payment method.
• Change-of-mind: store credit or exchanges only.
• Refunds to bank/PayPal may take 5–10 business days depending on your bank.
• Shipping charges (including “Protect Shipping”) are non-refundable, unless the product is faulty.

10. Compliance with ACL

This policy operates in addition to your statutory rights under the Australian Consumer Law (ACL). You are entitled to a refund, repair, or replacement if a product is:

• Faulty, damaged, or unsafe
• Misdescribed
• Not fit for its intended purpose

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.

11. Contact Us

📧 hello@stepupcollection.com.au
🌐 stepupcollection.com.au

Thank you for choosing StepUp Collection.