Returns & Refund Policy
STEPS Inclusive Design Ltd
Returns & Refund Policy
Effective Date: 01.01.2026
Last Updated: 23.02.2026
1. 30-Day Free Returns (Unused Products Only)
We offer free returns within 30 days of delivery for products that are:
- Unused
- In original condition
- Complete with all components and documentation
- Not damaged, altered or misused
This applies to orders placed directly through our website.
Free returns apply to eligible UK orders only.
2. Assembly & Inspection
We understand that certain products require assembly.
You may assemble the product to inspect it and assess suitability.
However, the product must not:
- Show signs of prolonged use
- Be structurally modified
- Be damaged due to incorrect assembly
- Exceed stated load ratings
- Show wear, stress or surface damage
If the product shows signs of use beyond reasonable inspection, we reserve the right to:
- Refuse the return, or
- Apply a deduction reflecting the reduced resale value
3. Products Damaged by the User
Free returns do not apply where:
- The product has been damaged during assembly
- The product has been misused
- The product has exceeded stated weight limits
- Structural components have been altered
- The product shows signs of impact, stress or abuse
This ensures fairness and product safety.
4. Faulty or Damaged Goods (Manufacturing Defects)
If your product:
- Arrives damaged in transit
- Develops a manufacturing defect
You must notify us:
- Within 48 hours for transit damage
- As soon as reasonably possible for manufacturing defects
Where a fault is confirmed, we will, at our discretion:
- Repair the product
- Replace the product
- Replace the defective component
Return shipping costs for confirmed faults will be covered by us (UK).
This applies even beyond the 30-day return window, in accordance with our Warranty Policy.
5. International Orders (DAP)
For international orders shipped under Delivered At Place (DAP):
- Return shipping costs are the responsibility of the customer
- Import duties, VAT and customs fees are non-refundable
- Any customs charges incurred during return will be deducted from the refund
Free returns apply to UK orders only.
6. Return Process
To request a return:
- Contact us at [Insert Email]
- Provide your order number and reason for return
- Provide photographs if requested
Approved returns must be securely packaged.
We reserve the right to refuse refunds for items returned damaged due to inadequate packaging.
7. Refund Processing
Refunds will be processed within 14 days of receiving and inspecting the returned product.
Refunds will be issued to the original payment method.
Original outbound shipping charges are non-refundable unless the product is faulty.
8. Abuse of Policy
We reserve the right to refuse returns in cases of:
- Suspected fraudulent activity
- Repeated misuse of the returns policy
- Intentional product damage