At StepUpSneakers, we want you to receive your order in proper condition. If you receive a product that is damaged, defective, incorrect, or different from what you ordered, you may request a replacement subject to the conditions below.
1. Replacement Eligibility
A replacement request may be accepted in the following situations:
- Product received is damaged during transit.
- Product has a manufacturing defect.
- Wrong product, size, color, or variant was delivered.
- Product is materially different from the product ordered.
- An item is missing from the order.
Replacement requests should be submitted within 7 days of delivery.
2. Conditions for Replacement
The product should be:
- Unused and unworn.
- In its original condition.
- Returned with original packaging, tags, accessories, and invoice where applicable.
- Free from damage caused after delivery by the customer.
For shoes, please avoid wearing the product outdoors if you believe you may need a replacement.
3. Proof Required
To process a replacement request, we may ask for:
- Order number.
- Clear photographs of the product.
- Photographs of the packaging and shipping label.
- A short unboxing/opening video, where available.
- A description of the issue.
For damaged or incorrect deliveries, contacting us promptly with photographic evidence helps us investigate the issue with the courier or supplier.
4. Replacement Process
Please contact us at [your email address] or [your WhatsApp/phone number] with your order details.
Our team will review the request. If approved, we will provide instructions for returning the product or arrange a pickup where available.
After the returned product is received and inspected, an eligible replacement will be shipped subject to availability.
Shopify supports exchanges/replacements as part of its returns workflow, with the replacement item being fulfilled after the return is processed.
5. Replacement Availability
Replacement is subject to stock availability.
If the same product or variant is unavailable, we may offer:
- An alternative product of similar value;
- Store credit; or
- A refund, where applicable.
The available resolution will depend on the circumstances of the case and applicable law.
6. Non-Eligible Replacement Requests
Replacement may not be accepted where:
- The product has been used or worn.
- The product has been damaged by the customer.
- The product has been altered or modified.
- Original tags or packaging are missing where required.
- The request is made after the applicable replacement period.
- The issue is caused by normal wear and tear.
7. Replacement Shipping
For an approved replacement resulting from a wrong, defective, or damaged product, StepUpSneakers will determine the applicable return/replacement shipping arrangement on a case-by-case basis.
For replacements requested for reasons such as size preference or change of mind, shipping charges may apply according to our return rules.
Shopify allows merchants to configure return windows and return-shipping arrangements in their store's return rules.
8. Important
Nothing in this Replacement Policy is intended to limit any rights or remedies that customers may have under applicable consumer-protection laws.
Contact Us
StepUpSneakers
Website: StepUpSneakers.in
Email: StepUpSneakers@gmail.com