Return & Refund Policy

At StepVault.store, we want to ensure you get the perfect fit for your stride. We understand that buying shoes online can be tricky, which is why we offer a straightforward return and exchange process for our Pakistani customers.

1. The “Vault” Guarantee (7-Day Window)

You have 7 days from the date of delivery to request an exchange or return. To qualify for a return:

The shoes must be unworn and in brand-new condition.
The soles must be completely clean with no scuffs, dirt, or marks.
The shoes must be in their original StepVault box and packaging.
Items purchased on Clearance or “Flash Sale” are final sale and cannot be returned or exchanged unless a manufacturing defect is present.

2. Sizing Exchanges

If the shoes don’t fit, we are happy to exchange them for a different size (subject to availability).

Pro Tip: We highly recommend trying on your shoes on a carpeted surface first. If the soles are marked or dirty, we will be unable to accept the exchange.
If your required size is out of stock, we will issue Store Credit for the full amount.

3. Defective or Wrong Items

If you receive a pair that is damaged, has a manufacturing defect (e.g., sole peeling or stitching issues), or is not what you ordered:

Contact us immediately with photos of the defect.
We will provide a free replacement or a full refund (including shipping costs) if a replacement is unavailable.

4. Refund Policy

Store Credit: For size-related returns, we typically issue a Store Voucher that you can use for any future purchase.
Bank Refunds: Bank refunds are only issued for defective products or if the wrong order was sent.
- Refunds are processed via Bank Transfer, JazzCash, or EasyPaisa within 7–10 working days after we receive and inspect the returned item.
Please note: Shipping fees paid at the time of purchase are non-refundable.

5. How to Return Your Shoes

Initiate: Message our support team with your Order ID and the reason for return.
Inspection: Once our team approves the request, you will be asked to ship the shoes back to our warehouse.
Shipment: Pack the shoes securely in their original box. Send them via a traceable courier (e.g., TCS, Leopards, Trax).
Final Check: Once the parcel reaches us, we will inspect the soles and condition. If approved, your exchange or refund will be processed immediately.

6. Return Shipping Costs

Customer Responsibility: For size changes or “change of mind,” the customer is responsible for the return shipping charges to our warehouse.
Our Responsibility: If we sent the wrong size or a damaged product, StepVault.store will cover all shipping costs or arrange a pickup where available.