Refund policy

We want you to feel confident buying from Step Forward. This policy explains how to request a return, size exchange or refund. It does not limit any rights you have under applicable consumer law.

Change-of-mind returns and size exchanges

Contact us within 7 calendar days of delivery if you want to return an item or exchange footwear for another size. The item must be unused, unworn outdoors, in its original condition, and returned with its original box, tags and accessories. You may try shoes on a clean indoor surface to check the fit. Watches must be unworn, with any protective coverings, packaging and included accessories intact. We may decline a change-of-mind return if the item has been used, damaged after delivery, or is missing essential packaging or accessories.

Size exchanges depend on stock availability. If the requested size is unavailable, we can discuss another item or a refund for an eligible return.

Wrong, damaged or defective item

If you receive the wrong product, or an item arrives damaged or defective, contact us as soon as reasonably possible with your order number and clear photos of the item and packaging. We will review the issue and arrange an appropriate remedy, such as a replacement, exchange or refund, as applicable. A missing unboxing video does not by itself remove your rights. A manufacturer's warranty, if any, will be stated on the relevant product page or supplied with the item; please do not assume a warranty period where none is stated.

How to request a return

Email stepforward427@gmail.com or call +92 300 1071550 with your order number, the item, and the reason for your request. Please wait for return instructions before sending a parcel. We will confirm the return address and courier arrangements. Do not send a return to our shop address without first receiving instructions.

Return shipping

For an eligible change-of-mind return or size exchange, the customer pays the return delivery charge and any re-delivery charge disclosed before the exchange is sent. If we sent the wrong item or confirm a product was damaged or defective on arrival, Step Forward will cover reasonable return and replacement shipping costs or arrange collection where available.

Refunds

After we receive and inspect an eligible return, we will notify you whether it has been approved. Approved refunds are processed within 7–10 business days after inspection, using the original payment method where possible. For cash-on-delivery orders, we will arrange a suitable bank-transfer or other agreed refund method. Your payment provider may take additional time to make a refund visible. Original delivery charges are normally non-refundable for change-of-mind returns when the delivery service has been provided; this does not apply where the return is due to our error or a confirmed fault.

Order cancellations

Contact us promptly if you need to cancel or change an order. We can usually change or cancel it before dispatch. Once dispatched, the return process above applies. If we cannot fulfil an order, we will contact you and refund any payment received for the unavailable item.

Contact: stepforward427@gmail.com | +92 300 1071550