Refund Policy

1. HOW TO RETURN AN ITEM

If you are not satisfied with your purchase and wish to request a return, you must contact us within 3 to 5 days of receiving your order.

Contact: contact@urbanstepco.com

Please include:

  • Your order number

  • The reason for the return

Our customer service team will review your request and, if approved, will provide you with further return instructions.

Return conditions

  • Only items purchased directly from UrbanStepCo. will be accepted.

  • Items must be unused, unworn, unwashed, and in the same condition as received.

  • Products must be returned in their original packaging, including boxes, accessories, manuals, and documentation.

  • Personalized or customized items cannot be returned or exchanged.

  • Items damaged due to customer misuse or mishandling are non-returnable.

  • Returns made without proof of purchase may be rejected.

Important:
If the returned product does not meet these conditions, UrbanStepCo. reserves the right to refuse the refund or exchange. Refunds will only be processed after the item has been received and inspected.

2. REFUNDS, EXCHANGES & STORE CREDIT

  • In some cases, instead of a refund, UrbanStepCo. may offer an exchange or store credit voucher.

  • Store credit vouchers are valid for one (1) year and may be extended at our discretion, provided the products have not been used.

  • Returns caused by customer errors (wrong size, change of mind, incorrect model selection) are not eligible for refunds.

  • Except in cases of error on the part of UrbanStepCo., all return shipping costs are the responsibility of the customer.

3. HOW TO CHANGE OR CANCEL AN ORDER

If you need to modify or cancel your order, please contact us as soon as possible at:

contact@urbanstepco.com

Be sure to include:

  • Your order number

  • The requested change or cancellation

Please note:
Orders that have already been packed or shipped cannot be modified or cancelled.

4. HOW TO BOOK A RETURN

To book a return, follow these steps:

  1. Email us at contact@urbanstepco.com within 3 days of receiving your order to request a return.

  2. Place the item(s) in their original packaging, including shoe boxes, cases, and accessories.

  3. Securely prepare your package for shipment.

📦 We strongly recommend asking the courier to scan and track your return package when collected to ensure proof of shipment.

Return shipping deadlines

  • Return requests must be submitted within 3 days of delivery.

  • Approved items must be shipped back within 7 days of approval.

  • Items sent outside this timeframe or not complying with the policy may be refused and returned to the customer.

Footwear-specific conditions

  • Shoes must be returned in the original shoe box.

  • Do not attach shipping labels directly to the shoe box. Doing so may result in a financial penalty due to box damage.

5. FINAL NOTES

UrbanStepCo. reserves the right to deny any return that does not comply with this policy.
By placing an order, you agree to all terms outlined above.

For any questions or assistance, contact us at:

contact@urbanstepco.com