Need a refund? 💸

At StepUp, we are committed to making sure every runner is completely satisfied with their purchase. Please review our refund and return policy below for a smooth and transparent experience.

Returns & Refunds

• Return Window: Most items can be returned within 30 days of delivery, provided they are unworn, in their original packaging, and accompanied by a receipt or proof of purchase.
• Condition: Items must be in new or like-new condition, with all original packaging, tags, and accessories included.
• Refund Method: Refunds will be issued to the original form of payment once the returned item is received and inspected. Depending on your financial institution, please allow 7–10 business days for the refund to appear.

Return Process

• Online Purchases: Returns can be made by mail. Please include your packing slip or e-receipt as proof of purchase.
• Return Shipping: Customers are responsible for return shipping costs unless the item is defective or an error occurred on our part.
• In-Store Purchases: Contact your local StepUp retail location for in-store return options.

Clearance and Sale Items

• Items marked as clearance or final sale may be returned if they meet the above criteria unless otherwise indicated at checkout.

Damaged or Incorrect Items

• If you receive running shoes that are defective, damaged, or incorrect, please contact us within 7 days of delivery.
• We will arrange a replacement or refund at no additional cost to you.

How to Initiate a Return

1. Contact Us: Email our customer support team at [insert email address] with your order number, item(s) you wish to return, and reason for return.
2. Approval: We will respond within 48 hours with return instructions and confirm your eligibility for a refund or exchange.
3. Return the Item: Ship the item(s) back within 7 days of approval in their original condition and packaging.
4. Refund: After we receive and inspect your return, we will process your refund within 7 business days.

Additional Notes

• For personalized or customized shoes, please note these are non-returnable unless there is a manufacturing defect.
• If you have any questions or concerns about your refund or return, please contact our customer service team before leaving feedback. We’re here to resolve any issues to your satisfaction.

Thank you for choosing StepUp! Your satisfaction and running happiness are our top priorities.