Refund & Returns Policy

Last Updated: August 2026

Shop With Confidence

At SureStep, our mission is to help you move with greater comfort and confidence.

We want you to be completely happy with your purchase. If something isn't quite right, we'll always do our best to resolve the issue quickly, fairly and in line with your rights as a consumer.

Please read the information below before requesting a return or refund.

1. Your Right to Cancel

If you're purchasing as a consumer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason, in accordance with the Consumer Contracts Regulations 2013.

To exercise this right, simply contact our customer support team within the 14-day cancellation period.

Once you've notified us, you'll have a further 14 days to return the item.

To qualify for a refund under your right to cancel, items should be:

• in their original condition where reasonably possible;

• complete with any accessories and packaging where applicable; and

• securely packaged for return.

You may inspect the product as you would in a physical shop, but if it has been used beyond what is reasonably necessary to assess it, we may make a deduction from your refund to reflect any loss in value, as permitted by UK law.

Unless your item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the goods.

Certain products are excluded from the right to cancel, including:

• personalised or customised products;

• sealed hygiene products once opened;

• products that have been inseparably mixed with other goods after delivery; and

• any other products excluded under applicable UK consumer legislation.

2. Faulty, Damaged or Incorrect Items

We take great care in preparing every order.

If your item arrives:

• damaged;

• faulty;

• not as described; or

• you receive the wrong product,

please contact us as soon as possible.

Under the Consumer Rights Act 2015, you're entitled to remedies where goods are not of satisfactory quality, not fit for purpose or not as described.

Depending on the circumstances, we may offer:

• a replacement;

• an exchange;

• a repair where appropriate; or

• a full or partial refund.

To help us resolve your request quickly, we may ask you to provide photographs or videos showing the issue.

3. How to Request a Return or Refund

If there's an issue with your order, we're here to help.

Please contact our customer support team and include:

• your order number;

• a brief description of the issue; and

• photographs or videos where appropriate.

We'll normally respond within 1–2 business days and explain the next steps.

4. Returning Your Item

If a return is required, we'll provide you with the correct return instructions.

Please do not return products until you've contacted us.

Where a return is requested:

• please use a tracked or recorded delivery service;

• retain your proof of postage until your return has been completed; and

• package the item securely to prevent damage during transit.

As SureStep works with trusted international fulfilment partners, returned items may need to be sent to one of our designated international returns facilities.

5. Refund Processing

Once your return has been received and, where necessary, inspected, we'll notify you of the outcome.

Approved refunds will be issued to your original payment method.

Refunds are normally processed within 14 days of:

• receiving the returned goods; or

• receiving satisfactory evidence that the goods have been returned, where applicable.

Your bank or payment provider may take additional time to credit the funds to your account.

6. Exchanges

Where appropriate, we're happy to offer an exchange instead of a refund.

Exchanges are commonly provided where products are:

• damaged;

• faulty;

• incorrectly supplied; or

• another suitable solution has been agreed with our customer support team.

7. Our Satisfaction Promise

Your confidence matters to us.

If your product arrives damaged, faulty or not as described, we'll always work with you to put things right in accordance with your statutory rights under UK consumer law.

Any guarantees offered by SureStep are provided in addition to your legal rights—they never replace or limit them.

8. Respectful Communication

Our customer support team is committed to providing friendly, professional assistance and will always do their best to resolve any concerns promptly.

We kindly ask that all communication remains respectful and courteous.

In the rare event of threatening, abusive or inappropriate behaviour, we reserve the right to end communications or refuse service where permitted by law.

9. Customer Support

If you need any assistance with your order, we're here to help.

Customer Support Hours

Monday – Friday

9:00am – 4:00pm (UK Time)

Messages received outside these hours will be answered as soon as possible on the next business day.

Thank you for choosing SureStep.

We're proud to support every customer on their journey towards moving with greater comfort, confidence and freedom. If you ever need our help, we'll do everything we reasonably can to make your experience a positive one.