Terms of service

Terms & Conditions

Last Updated: August 2026

Welcome to SureStep.

Our mission is simple: to help you move with greater comfort, confidence and freedom. These Terms & Conditions explain how our website operates and the terms that apply when you browse our website or purchase products from us.

By using our website or placing an order, you agree to these Terms & Conditions.

1. About SureStep

SureStep operates this website and provides the products and services available through it.

By accessing or using our website, you agree to comply with these Terms & Conditions together with our Privacy Policy, Refund & Returns Policy and any other policies published on our website.

2. Using Our Website

You agree to use our website only for lawful purposes.

You must not:

  • misuse or interfere with the operation or security of our website;

  • attempt to gain unauthorised access to our systems;

  • upload harmful software, viruses or malicious code;

  • use our website in any way that could damage or disrupt our services.

If you create an account with us, you are responsible for keeping your login details secure and for all activity carried out using your account.

3. Intellectual Property

All content on the SureStep website, including but not limited to:

  • logos;

  • branding;

  • product images;

  • graphics;

  • videos;

  • text;

  • product descriptions;

  • website design; and

  • other intellectual property,

belongs to SureStep or is used under licence.

You may view, download or print material for your own personal, non-commercial use only.

You may not reproduce, distribute, modify or commercially exploit any content without our prior written permission.

4. Product Information

We make every effort to ensure our product descriptions, images and pricing are accurate.

Occasionally errors may occur.

We reserve the right to:

  • correct pricing errors;

  • amend product descriptions;

  • update specifications;

  • discontinue products; or

  • refuse or cancel orders where genuine pricing or publishing errors have occurred.

Product images are provided for illustration purposes and colours may vary slightly depending on your device or screen settings.

5. Orders & Acceptance

When you place an order, you'll receive an email confirming that we've received it.

This confirmation does not mean your order has been accepted.

Your order is accepted when we dispatch your goods.

We reserve the right to refuse or cancel orders where:

  • payment cannot be authorised;

  • products are unavailable;

  • fraudulent activity is suspected;

  • pricing errors have occurred; or

  • we reasonably believe an order breaches these Terms.

Where payment has already been taken for a cancelled order, a full refund will be issued.

6. Pricing & Payment

All prices shown on our website are displayed in the applicable currency and include VAT where required by law unless otherwise stated.

Payment must be received before your order is dispatched.

We reserve the right to change prices at any time without notice, although any changes will not affect orders already accepted.

7. Shipping & Delivery

SureStep works with trusted international fulfilment partners to provide efficient worldwide delivery.

Orders are normally processed within a few business days before entering our shipping network.

Delivery times vary depending on your location, customs procedures and courier services.

While many orders arrive sooner, please allow up to 30 days for delivery.

Tracking information may take several working days to update after dispatch.

Although we work closely with our logistics partners, delivery dates are estimates and cannot be guaranteed.

8. Your Consumer Rights

If you're purchasing as a consumer in the United Kingdom, your purchase is protected by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Nothing in these Terms limits or excludes your statutory rights.

You may have the right to:

  • cancel eligible online purchases within 14 days of delivery;

  • receive goods that are of satisfactory quality, fit for purpose and as described;

  • request a repair, replacement or refund where goods are faulty or not as described.

Full details of our returns process can be found in our Refund & Returns Policy.

9. Returns & Refunds

Our Refund & Returns Policy explains how returns, exchanges and refunds are handled.

By placing an order, you agree to that policy.

Where a conflict exists between these Terms and our Refund & Returns Policy regarding returns, the Refund & Returns Policy will apply.

10. Medical Disclaimer

SureStep products are intended to provide everyday comfort and support.

They are not medical devices and are not intended to diagnose, treat, cure or prevent any medical condition.

Information provided on this website is for general informational purposes only and should not replace advice from a qualified healthcare professional.

If you have an existing medical condition, persistent pain or concerns regarding your health, please consult an appropriate healthcare professional before using our products.

11. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Subject to applicable law, SureStep shall not be liable for indirect or consequential losses arising from the use of our website or products.

Our total liability for any claim relating to goods purchased through our website shall not exceed the purchase price paid for those goods, except where consumer law provides otherwise.

12. Privacy

Your privacy is important to us.

Our Privacy Policy explains how we collect, use and protect your personal information.

By using our website, you acknowledge that your information will be handled in accordance with our Privacy Policy.

13. Third-Party Links

Our website may contain links to third-party websites for your convenience.

We are not responsible for the content, policies or practices of those websites.

Accessing third-party websites is entirely at your own risk.

 

14. Changes to These Terms

From time to time we may update these Terms & Conditions to reflect changes to our business, legal requirements or the services we provide.

The latest version will always be available on our website together with the revised "Last Updated" date.

15. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising in connection with these Terms or your use of the SureStep website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in these Terms affects any statutory rights available to consumers under applicable UK law.

16. Contact Us

If you have any questions about these Terms & Conditions, your order or any SureStep product, our customer support team will be happy to help.

Please contact us using the contact details provided on our website.

Thank you for choosing SureStep. We're proud to be part of your journey towards moving with greater comfort, confidence and freedom.