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Summary
- Return window: within 30 days of delivery
- Refund speed: typically processed within 2 business days; funds returned within 10–15 business days depending on payment method
- Return shipping:
- We cover shipping if it's our quality issue
- You cover shipping for other reasons (change of mind, wrong order, etc.)
- Return address: same as your order’s original shipping address (provided in your return authorization)
Return Policy Overview
We are committed to providing a transparent and efficient return service system. Before submitting a return request, please carefully read and confirm the following terms.
1. Return Conditions Overview
Return requests must be submitted within 30 calendar days of receiving your order.
Returns must be shipped to the same address as the original shipment origin, which will be provided once your return is approved.
Return shipping is covered by StepMotech in cases of:
Confirmed product defects
Shipping errors (wrong item sent)
In other cases (e.g. buyer's remorse, wrong item ordered), customers are responsible for the return shipping fee.
2. Cost Deductions & Responsibilities
Deduction Scope:
Costs for quality inspection, secondary packaging, warehouse management, and transportation losses will be deducted from the refund.
Deduction ratios vary by product type.
Non-Refundable Fees:
Initial export postage and packaging fees are non-refundable.
Return shipping costs are customer-borne.
Defective Items:
If quality defects are confirmed, apply for "freight collect" to return items.
Submit clear visual evidence of defects simultaneously.
Purchase sufficient insurance to mitigate transportation risks.
Liability: We are not responsible for loss, damage, or customs detention during logistics.
3. Return Handling by Scenario
A. Regular Product Return (Non-Quality Issue)
Eligibility: Subjective dissatisfaction, mistaken purchase, or demand change.
Process:
i. Submit an application via the account center with:
Product panoramic photo.
Proof of packaging integrity.
ii. Upon approval, a unique RMA number (e.g., RMA123456789) will be generated.
iii. Mark the RMA number on the recipient information column; otherwise, the warehouse may reject the package.
Refund Calculation:
Refund = Product Payment Price - Purchase Cost - Export Postage
Return logistics costs are not deducted.
B. Received the Wrong Item
Action Within 48 Hours:
i. Contact customer service with:
Screenshot comparing wrong item vs. order.
Multi-angle photos/videos of the package.
ii. Options:
Option 1: Keep the wrong item + 50% price difference compensation (via coupon/refund) + reshipment.
Option 2: Return within 5 working days (no compensation).
C. Defective Product Return
Deadline: Submit a request within 15 working days of delivery.
Evidence Required:
3 videos from different angles.
10 high-definition photos under ambient lighting.
Fault statement attached to the original packaging.
Consequences of Improper Packaging: Refund ratio may be reduced based on evaluation.
4. Process Timelines & Procedures
Review Feedback:
Standard: 2 working days.
Complex cases: Up to 5 working days.
Shipment Deadline: Approved returns must be shipped within 7 natural days; otherwise, rights are waived.
Quality Inspection:
Steps: External packaging check → Functional testing → Accessory verification.
Duration: 3–5 working days.
Discrepancies: A test report will be emailed. You may:
Pay higher fees to continue the return.
Request a self-paid return.
Refund Processing Timeline
We issue refunds within 2 business days after receiving and inspecting your return
Depending on your payment provider, the funds will appear in your account within 10–15 business days
Refunds are made to your original payment method
Tracking: Monitor progress via the "Service Work Order" page on your account. Notifications sent via SMS/email.
5. Customer Rights Protection
Authorized Channels Only: Conduct all return-related operations via the official website account or email. Unauthorized channels risk information leakage.
Dispute Resolution:
Apply for a second inspection or submit a third-party testing report for appeals.
Resolution period: ≤30 natural days.
Final refunds depend on warehouse acceptance; no fund processing until returns are received.