Returns, Refunds and Exchanges
We want you to feel confident ordering from STEP STRG. If something is not right with your order, contact us at hello@stepstrg.com and we will help you understand the options available.
90 Day Money Back Guarantee
We want you to have time to decide whether STEP STRG is right for you.
That is why your STEP STRG patella knee strap is covered by our 90 day money back guarantee.
If you are not satisfied with your purchase, contact us within 90 days of receiving your order at hello@stepstrg.com, quoting your order number, and we will explain the return process.
This guarantee is in addition to your statutory consumer rights.
Your right to cancel
For online purchases, you have the right to cancel your order within 14 days of receiving it.
Once you have told us that you wish to cancel, the item should be returned within 14 days.
Please contact us before returning an item so that we can provide the correct return instructions.
Your statutory rights are not affected.
Refunds
Once your return has been received and checked, we will confirm that your refund is being processed.
Approved refunds will be returned to your original payment method.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Where your statutory cancellation rights apply to the whole order, the standard delivery charge, if one was paid, will also be refunded. Additional delivery costs for a more expensive delivery option are not normally refundable. GOV.UK
Exchanges
If you would prefer to exchange your STEP STRG knee strap, for example from Black to Tan or Tan to Black, please contact us.
Exchanges are subject to product availability. If your preferred colour is unavailable, we will explain the alternatives available to you.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.
Include your order number and photographs where appropriate so that we can resolve the issue quickly.
Your statutory consumer rights are not affected.
Return postage
We will provide return instructions and the appropriate return address once your return has been authorised.
If an item is faulty, damaged or incorrect, we will arrange the return in accordance with your consumer rights.
Questions about a return?
Email us at hello@stepstrg.com and include your order number where possible.