Returns, Refunds and Exchanges

Last updated: 13 October 2026

At STEP STRG, we believe you should feel confident in every purchase.

We take pride in offering premium cowhide patella knee straps designed for comfort, support and everyday movement.

We understand that choosing the right knee support is a personal decision. That's why we offer a 90 Day Money Back Guarantee, giving you the opportunity to experience your STEP STRG strap during normal everyday use.

Your comfort and satisfaction matter to us.

Our 90 Day Money Back Guarantee

We want you to have time to experience your STEP STRG knee strap properly.

If you are not satisfied with your purchase, you can request a return within 90 calendar days of receiving your order.

You can try and wear your strap during normal everyday activities.

Unlike standard returns policies that require products to remain unused, our guarantee allows you to experience the product as intended.

To qualify for our 90 day guarantee:

• Contact us within 90 days of receiving your order.

• Provide your order number or proof of purchase.

• Return the product following the instructions provided by our customer support team.

• Return the product within 14 days of receiving your return instructions.

Normal wear from everyday use is accepted.

You do not need to keep the original packaging to use our 90 day guarantee.

The guarantee does not cover deliberate damage, misuse or alterations to the product.

You do not need to provide a reason for being dissatisfied.

Once your qualifying return has been received and processed, we will refund the purchase price paid for the returned product.

Our 90 Day Money Back Guarantee is an additional benefit provided by STEP STRG and does not affect your statutory consumer rights.

How to Request a Return

We aim to make the returns process straightforward.

Step 1: Contact us

Email hello@stepstrg.com or use the contact form on our website.

Please include your order number and let us know that you would like to arrange a return.

Step 2: Receive your return instructions

Our customer support team will provide the appropriate return address and instructions.

Please contact us before sending anything back to ensure your return reaches the correct destination.

Step 3: Return your product

Pack the product securely and send it using the return instructions provided.

We recommend using a tracked postal service and keeping your proof of postage.

Step 4: Receive your refund

Once your qualifying return has been processed, your refund will be issued to your original payment method.

Your Statutory Right to Cancel

For online purchases, UK consumers generally have the legal right to cancel an order within 14 days of receiving their goods, without providing a reason.

After informing us that you wish to cancel, you generally have a further 14 days to return the goods.

You may examine and try on the product as you reasonably would in a shop.

Where permitted by law, a deduction may apply if handling beyond what is necessary to inspect the product has reduced its value.

Refunds under the statutory cancellation right will include the original standard delivery charge, where applicable.

We will issue refunds without undue delay and within the applicable legal deadlines, including within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.

These statutory rights are separate from our additional 90 Day Money Back Guarantee.

Return Postage

STEP STRG offers free standard delivery on eligible purchases, but return postage is treated separately.

For change of mind or satisfaction returns under our 90 Day Money Back Guarantee, customers are responsible for the direct cost of returning the product unless otherwise agreed.

Where an item is faulty, damaged on arrival, incorrect or not as described, STEP STRG will cover reasonable return postage costs where required by law.

Please contact us before returning an item so that we can provide the appropriate instructions and return destination.

Damaged, Faulty or Incorrect Items

We carefully select our products and want every customer to receive their order in satisfactory condition.

If your strap arrives damaged, defective or incorrect, please contact us at hello@stepstrg.com.

Where possible, include:

• Your order number.

• A brief description of the issue.

• Photographs showing the problem, if available.

We will assess the issue and arrange an appropriate resolution, which may include a replacement, repair or refund depending on your statutory rights and the circumstances.

UK customers have additional legal protections for faulty goods under the Consumer Rights Act 2015.

Our 90 Day Money Back Guarantee does not restrict these rights.

Exchanges

If you would like to exchange your STEP STRG strap for another available colour, please contact our customer support team.

We will confirm availability and explain the exchange process.

Where an exchange is requested simply because of personal preference, return postage may be payable.

If the product received is incorrect or faulty, we will arrange an appropriate resolution without charging return costs that we are legally required to cover.

Refund Processing

Approved refunds will be issued to the original payment method used at checkout unless otherwise agreed.

We aim to process qualifying returns promptly after receiving them.

For statutory cancellations and faulty goods, we will always comply with applicable legal refund deadlines.

Once a refund has been issued, the time taken for the money to appear in your account may vary depending on your bank or payment provider.

We do not charge a refund administration or restocking fee.

Bundle Purchases

Our 90 Day Money Back Guarantee also applies to eligible STEP STRG bundle purchases.

If you have purchased multiple straps and would like to return some or all of your order, please contact us.

Our customer support team will explain the available return options and confirm any applicable refund amount before you proceed.

Your statutory consumer rights remain unaffected.

Orders Not Yet Dispatched

If you wish to cancel or change an order before dispatch, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request.

If your order has already been dispatched, our standard cancellation and returns procedures will apply.

Contact Us

If you have any questions about a return, refund, exchange or our 90 Day Money Back Guarantee, our customer support team is here to help.

STEP STRG

Email: hello@stepstrg.com

Website: https://stepstrg.com

Alternatively, please use the contact form available on our website.

We want every customer to shop with confidence and feel supported throughout their experience with STEP STRG.

Support your knees. Keep life moving.