Refund policy

Return & Refund Policy

1. Scope

This policy applies to all products purchased from www.ezy-step.com. We are committed to providing high-quality footwear. However, if you are not satisfied with your order, we offer the following return and refund solutions.

2. Return Eligibility

To be eligible for a return, please ensure:

• Return Window: You must initiate a return request within 30 days of receiving the item.

• Item Condition: The item must be new, unworn, undamaged, and in its original packaging (including shoebox, tags, accessories, etc.).

• Hygiene Requirements: For hygiene reasons, shoes may only be tried on indoors on clean surfaces. Soles must show no signs of wear, stains, or marks.

• Proof of Purchase: Please provide the original order number or proof of purchase.

We cannot accept returns for:

• Items returned after the 30-day period.

• Items that have been worn, damaged, soiled, or are not in their original packaging.

• Custom-made items or final sale items (clearly marked as "Final Sale").
  
  

3. Return Process

Step 1: Submit a Return Request
Please contact our customer service at service@ezy-step.com Email within 30 days of receipt. Provide your order number, item details, and reason for return.

Step 2: Await Return Authorization
We will review your request within 1-3 business days. If approved, we will email you:

• A Return Merchandise Authorization (RMA) number

• The designated return warehouse address (which may be located in China or a specified regional hub)

Step 3: Ship the Item Back

• Please return the item with all accessories, packaging, and the RMA number to the provided address.

• Strongly Recommended: Use a trackable shipping service and keep the tracking number. We are not responsible for return packages lost in transit.

• Return Shipping Costs: Unless the return is due to a quality defect or our error (wrong item shipped), the customer is responsible for return shipping costs. International returns may incur customs duties; please declare the package as "Return" to avoid additional charges.

Step 4: Refund Processing
Once we receive and inspect the returned item, we will process your refund within 7-10 business days:

• Original Payment Method: The refund will be issued to your original payment method (processing time depends on your bank or payment platform, typically 5-10 additional business days).

• Refund Amount: Only the item price will be refunded. Original shipping costs are non-refundable unless the return is due to our error.
  
  

4. Exchange Policy

We currently do not offer direct exchanges. If you need a different size or style, please follow the return process above and place a new order.

5. Defective or Incorrect Items

If you receive a defective item (e.g., significant manufacturing flaw) or the wrong item, please:

1. Contact us within 7 days of receipt and provide photo/video evidence.

2. Upon confirmation, we will cover the full return shipping cost (by providing a prepaid label or reimbursing reasonable shipping fees) and prioritize a refund or replacement.
   
   

6. Refund Timeline

• Return Inspection Period: 3-5 business days after receipt

• Refund Processing Period: 7-10 business days after approval

• Bank Processing Time: Depends on your payment provider (e.g., PayPal, Stripe, credit card)
  
  

7. Non-Returnable Items

The following items are not eligible for return:

• Any footwear showing signs of wear or use, for hygiene reasons.

• Items clearly marked as "Non-returnable" during promotional sales.

• Items returned with damaged or missing accessories/packaging.
  
  

8. Contact Information

For questions or assistance, please contact us via:
Customer Service Email: service@ezy-step.com
Business Hours: Mon-Fri, 9:00 AM - 6:00 PM Beijing Time
Response Time: 24-48 hours (may be longer on weekends and holidays)

9. Policy Updates

We reserve the right to update this policy at any time. The updated version will be posted on this page without individual notice. Please review it periodically.