Consumption Voucher can be used (Alipay / WeChat Pay / Octopus)

Returns Policy

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.

If return requisition is accepted, please send invoice copy together with the product to us either by person or by post with tracking record. 

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”.



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.

Step One Creations Company reserves the final right to interpret the terms and conditions herein. In the event of conflict between the English and Chinese versions, the English version shall prevail.