Refund Policy

Last Updated: July 2026

At FreshStep, your satisfaction is important to us. We are committed to providing high-quality foot care products and excellent customer service.

Returns

Due to the hygienic nature of our products, we cannot accept returns of opened or used items.

You may request a return if:

• The product is unopened and unused.
• The return request is made within 7 days of receiving your order.
• The item is returned in its original packaging and in resalable condition.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the product and packaging

Once approved, we will provide a replacement or full refund at no additional cost.

Refunds

Once your returned item has been inspected and approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for your bank or payment provider to complete the refund.

Non-Refundable Items

We cannot provide refunds for:

• Opened or used products
• Products damaged through misuse or improper storage
• Items returned without prior approval
• Orders where incorrect shipping information was provided by the customer

Order Cancellations

Orders may be cancelled before they have been processed for shipment.

Once an order has been processed or dispatched, it can no longer be cancelled.

Delivery Delays

While we strive to deliver within our estimated delivery times, occasional courier delays may occur that are beyond our control. Delivery delays alone do not qualify for a refund while the parcel remains in transit.

Contact Us

If you have any questions regarding your order or this Refund Policy, please contact our support team.

Email: support@freshstep.co.za