Refund policy

Return & Refund Policy

At EAE STEP, we want you to feel confident when shopping with us.

This Return & Refund Policy explains our return, exchange, and refund procedures for eligible orders.

We accept eligible returns for both defective and non-defective products and accept eligible exchanges subject to the conditions described below.

Return Window

You may request a return or exchange within:

30 Days From the Date of Delivery

The 30-day return period begins on the date your order is delivered.

Return or exchange requests submitted after the 30-day period may not be accepted.

Return Eligibility

To qualify for a return or exchange, the product must be in:

New Condition Only

Eligible products must:

  • Be unworn

  • Be unused

  • Be unwashed

  • Be unaltered

  • Be in original condition

  • Have original tags attached when applicable

  • Include original accessories or components when applicable

  • Include original packaging when applicable

  • Be free from stains, odors, dirt, damage, or signs of wear

Products that have been worn, washed, used, altered, or damaged after delivery may not qualify for return or exchange.

Eligible Return Reasons

EAE STEP accepts eligible returns for both defective and non-defective products.

Return reasons may include:

  • Damaged products

  • Defective products

  • Incorrect products

  • Incorrect size or color

  • Fit-related returns

  • Change-of-mind returns

All returned products must meet the return window and product condition requirements stated in this policy.

Footwear Returns

For footwear returns, the original shoe box and included packaging should be returned with the product when applicable.

Please do not:

  • Place shipping labels directly on the original shoe box

  • Write directly on the shoe box

  • Apply tape directly to the original shoe box

  • Damage the original shoe packaging

Please place the original shoe box inside suitable outer shipping packaging when returning footwear.

How to Request a Return

Before mailing any product back, please contact our Customer Support team.

Please provide:

  • Your full name

  • Order number

  • Email address used at checkout

  • Product name

  • Item or variant being returned

  • Reason for the return

  • Photos if the product is damaged, defective, or incorrect

Contact us at:

info@eaesop.com

Once your request has been reviewed, we will provide the applicable return instructions and authorized return mailing information.

Please do not send products back before receiving return instructions.

Unauthorized returns may not be accepted.

Return Method

Approved returns must be sent:

By Mail

Returned products must be mailed according to the return instructions provided by our Customer Support team.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your return has been completed.

Return Shipping Cost

Customers are responsible for obtaining and paying for the applicable return shipping label.

Return Label: Customer Responsibility

Return shipping costs are generally non-refundable unless otherwise required by applicable law.

Please use the authorized return address provided by our Customer Support team.

Return Address

Our business address is not automatically our return address.

Please contact us before mailing a return.

Do not send returned products to the business address listed below unless our Customer Support team specifically confirms that it is the correct return location.

Returns sent to an unauthorized or incorrect address may experience delays or may not be accepted.

Restocking Fee

EAE STEP does not charge a restocking fee for eligible approved returns.

Restocking Fee: $0

No restocking fee will be deducted from an eligible refund.

Exchanges

EAE STEP accepts exchanges for eligible products within:

30 Days From the Date of Delivery

You may request an exchange for:

  • A different size

  • A different color

  • An eligible replacement product

Products submitted for exchange must meet the same return eligibility requirements described in this policy.

Customers are responsible for applicable return shipping costs.

Exchange availability depends on current inventory.

If the requested replacement is unavailable, our Customer Support team may assist with another available option or an eligible refund.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If you receive a product that is damaged, defective, or incorrect, please contact our Customer Support team within the applicable 30-day return period.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos of the product

  • Photos of the packaging when applicable

  • Photos of the shipping label when applicable

Please keep the product and original packaging while your request is being reviewed.

Our team will review the information provided and assist with an appropriate resolution.

Non-Returnable Products

Products may not qualify for return if they:

  • Have been worn

  • Have been washed

  • Have been used

  • Have been altered

  • Were damaged after delivery

  • Are missing required tags or components

  • No longer meet the New Condition Only requirements

  • Are returned outside the 30-day return period

  • Are sent without following the applicable return instructions

Certain personalized products or gift cards may also be non-returnable where applicable and where clearly identified before purchase.

This does not limit any rights that may apply to defective or incorrect products under applicable law.

Return Inspection

After your returned package arrives at the authorized return location, the product will be inspected.

The inspection may include verification of:

  • Product condition

  • Original tags

  • Original packaging when applicable

  • Included accessories or components

  • Signs of wear

  • Signs of washing

  • Signs of use

  • Alterations

  • Damage

We will notify you regarding the status of your return after the review has been completed.

Refunds

If your return is approved, the refund will normally be issued to the:

Original Payment Method

Approved refunds will be processed within:

7 Days

The refund processing period begins after the returned product has been received, inspected, and approved.

After EAE STEP submits the approved refund, your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time for the funds to appear in your account.

Additional posting time is determined by the applicable payment provider or financial institution.

Refund Amount

Approved refunds generally include the amount paid for the eligible returned product.

Return shipping costs are generally non-refundable.

Original shipping charges, if any, are generally non-refundable unless otherwise required by applicable law or unless the return results from an error on our part.

EAE STEP does not charge a restocking fee.

Original Payment Method

Approved refunds are generally issued to the original payment method used for the purchase.

We generally cannot redirect an approved refund to another:

  • Credit or debit card

  • Bank account

  • Digital wallet

  • Payment account

If the original payment method is no longer available, the applicable payment provider's procedures may apply.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to assist before the order has entered processing or shipment.

Once an order has entered processing, packing, or shipment, cancellation cannot be guaranteed.

If an order has already shipped, eligible products may be returned after delivery according to this Return & Refund Policy.

Refused or Undeliverable Packages

Customers are responsible for providing complete and accurate shipping information during checkout.

If a package is returned because of:

  • An incorrect or incomplete shipping address

  • Refused delivery

  • Failure to collect the package

  • Other customer-provided delivery information issues

applicable return shipping or redelivery costs may apply where permitted.

Any applicable charges will depend on the circumstances of the order and applicable requirements.

Return Package Responsibility

Please package returned products securely to help prevent damage during transit.

Customers should retain their return tracking information and shipping receipt until the return has been completed.

Customers are generally responsible for the return shipment until it reaches the authorized return location.

Contact Us

If you have questions regarding a return, exchange, refund, or an existing order, please contact us:

EAE STEP

Phone:
+1 305-369-0189

Email:
info@eaesop.com

Business Address:
5601 Collins Ave
Miami Beach, FL 33140
United States

Website:
www.eaesop.com

Please contact our Customer Support team before mailing any return.

Do not send returned products to the business address above unless our team specifically confirms it as the authorized return address.

Thank you for choosing EAE STEP.

o do so.