đźšš Refund, Resend & Returns Policy

At SrStepPro, we are committed to providing excellent customer service and satisfaction. Please review the following Refund, Resend, and Returns Policy for detailed information on how we handle your orders.

⚠️ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

âś… What Qualifies for Refund, Resend, or Return

We will process a refund, resend, or return in the following cases:

1. Order Delays

Orders with missing tracking information or that have been pending for an extended period may qualify. Timelines vary by destination:

  • USA: 45 days

  • Brazil: 110 days (due to customs delays)

  • Other countries: 100 days depending on shipping method

📦 Tip: If your order appears delayed, please check with your local post office for address or pickup issues.

2. Orders Not Received

  • If tracking shows “delivered,” we cannot issue a refund or resend.

  • If the package is missing despite tracking, a non-delivery certificate from your local post office is required.

  • If tracking indicates delivery issues (e.g. customs, incorrect address, or unclaimed package), please contact your local post office directly.

3. Damaged Products

  • Full refund or resend for severely damaged items.

  • Partial refund or resend for minor damage (e.g., small scratches or wrinkles).

  • Packaging damage is not refundable due to international shipping conditions.

  • Claims for electronics must be made within 30 days of delivery.

  • For fragile items, we recommend requesting a refund rather than a resend.

4. Incorrect or Missing Products

  • Full refund or resend for completely wrong items.

  • Partial refund or resend for wrong sizes/colors if functionality is unaffected.

  • Full resend if missing parts affect product usability.

đź“· Please include clear photos showing the product and any relevant measurements for faster resolution.

5. Order Cancellations

  • Full refund if canceled before processing or shipping.

  • No cancellations for customized or pre-ordered items once payment has been made.

🔍 How to Submit a Dispute

When submitting a dispute, please include:

  • Clear photos/videos of the item or issue

  • Screenshots of the customer complaint (including name, date, and content)

  • Return of the product if requested

âš  Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be submitted within 7 days of delivery or expected delivery.

2. Force Majeure

SrStepPro is not responsible for issues caused by:

  • Natural disasters

  • Epidemics or health crises

  • Customs delays

  • War or political unrest

3. Shipping Method Restrictions

Some shipping methods do not include tracking. Disputes may not be accepted for such methods.

4. Delivery Location Restrictions

Certain regions may have extended delivery times or shipping restrictions. Disputes for these destinations may be denied.

5. Returns

  • Returns must be authorized by SrStepPro.

  • Unauthorized returns will not be refunded.

  • Return requests must be made within 30 days of delivery.

  • Due to high international return costs and possible damage, returns are not recommended.

6. Service-Based Products

  • Services such as custom packaging or digital content are non-refundable once delivered.

  • Disputes are not accepted for unverified third-party services or delays caused by them.

7. Unacceptable Disputes

SrStepPro will not accept disputes based on:

  • Change of mind

  • Item “looks different” without quality issues

  • Force majeure delays

  • Unauthorized returns

  • Odor complaints without defects

  • Buyer error (wrong item ordered, incorrect address)

  • Packages held or returned by customs due to non-compliance by the consignee

đź“ť Important Interpretation

1. Dispute Closure

  • Disputes cannot be opened after an order is marked “closed.”

  • Orders with untraceable tracking cannot be resolved.

2. Shipping Method Limits

Certain methods (e.g., PostNL, CJPacket EUB, Railway Economy) may not offer full tracking. SrStepPro will inform you if you select one of these options.

3. Destination Limits

We may not process disputes for countries with restricted delivery or long customs clearance times. (Country list applies as previously stated.)

4. Returns to Warehouse

  • Returns are only accepted to authorized warehouses.

  • Loss or damage during return shipping is not covered.

đź’¬ Need Help?

Still unsure whether your order qualifies for a refund or resend?

📧 Contact our support team at: support@srsteppro.com
We’re here to help and ensure your shopping experience at SrStepPro is smooth and worry-free.