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We certainly
hope you enjoy the products from Step One Creations Company. Meanwhile, if you
are not satisfied with our goods, please return it to us within 14 days after receiving
the product.
Ways to Handle Product
Return
A. Submit Return Requisition Online
Login
to your account
- Select
“Order History” on the right column of the page.
- “View”
the order that you would like the goods to be returned
- Click
the “Return” (red button) of that particular item(s)
At
the “Product Returns” page
- Indicate
the quality of the item(s) you would like to return and provide reason
- State
whether “Product is opened”
- Read
the “Return Policy” and submit the form to us
You will receive our follow up call within 1 to 2 working days regarding the return issue and be given further instructions.
B. Request Return by Phone Call
You
can as well contact our Customer Service team during the office hour for the
return issue.
If
return requisition is accepted, please send the product together with invoice
copy to us either by person or by post with tracking record. Step One Creations
Co., will not be responsible for the parcel that is not delivered by us.
Return Address:
Step One Creations Company
Shop D2, Neptune Terrace
11-15 Tai Man Street, Chai Wan
Hong Kong
Return Status
The update return status will be shown when you login to your
account and select “Returns”.
Pending | Your returns request is received |
Return Accepted | Your returns request is accepted |
Awaiting Product | We are waiting for the product(s) of return |
Product Received | We have received the returned item(s) |
Return Processing | Your return request is being handled |
Return Completed | Your return is completed |
Return Request Declined | Your returns request is declined |
Returns Policy
Step One Creations Company reserves all rights to inspect the condition of the item(s) before processing any returns, refunds or exchanges (“Returns”). The customer shall bear the shipping and handling charges of returning any rejected item(s).
All risks in shipping the item(s) to Step One Creations Company shall be borne by the customer. Step One Creations Company will not be responsible for any loss or damage to the item(s) which is being returned to us.
The Return must be completed within 14 days from the date of goods received.
Items must be unopened, unused, have all the original packaging, and be in good resalable condition.
For health reasons, returns or exchanges of food, treats, supplements, dog houses, cat scratchers and climbers, beds, carriers, crates or kennels are not accepted.
Return shipping cost is at customer's expense and is non-refundable.
Step One Creations Company is not responsible for any lost package.
Clearance / Sale items cannot be returned or exchanged.
Unauthorized return will not be accepted and may be rejected upon delivery.
Certain manufacturers provide warranty for the purchased product. If your faulty item is within the manufacturer’s warranty, please contact the manufacturer regarding repair or replacement.
Should there be any dispute, Step One Creations Company’s decision shall be final.
