Return & Refund Policy

📦 Return & Refund Policy – StepNura™

We want you to love your order, but if something isn’t right, we’re here to help.

⏳ Return Window
You have 60 calendar days from the delivery date to request a return.

✅ Eligibility Conditions
To be eligible for a return:

  • The item must be in good, clean, resellable condition, with normal use during the 60-day trial period accepted. Excessive wear, damage, or unsanitary condition beyond normal testing may reduce or void the refund.

  • It must be returned in its original packaging with all accessories included.

  • You must provide proof of purchase (e.g., order number or confirmation email).

  • The purchase must have been made through our official store (stepnura.com). Purchases made through third-party sellers or marketplaces are not covered by this policy.

Used, damaged, or non-original condition items may not be eligible for a full refund.

🚫 Non-Returnable Items

  • Gift cards

  • Any item returned after 60 days from delivery

📩 How to Start a Return
To start a return, please email us at:
📧 info@stepnura.com

Include the following in your message:

  • Subject: Return Request – [Your Order Number]
  • A short explanation of the reason for the return

And depending on the issue:

📹 IF THE DEVICE ISN'T WORKING PROPERLY — please send us a short video (30–60 seconds) showing the problem. Film the device switched on, the screen or indicator light visible, and what happens when you press the buttons. A video lets us see exactly what's happening, and in many cases we can solve it straight away without you needing to return anything at all.

📸 IF THE ITEM ARRIVED DAMAGED OR INCORRECT — please send clear photos of the damage, the item you received, and the shipping box.

⚠️ Please do not send your item back without contacting us first. Unauthorized returns may not be accepted.

💰 Refunds
Once we receive and inspect your return, we will notify you by email.
If approved, your refund will be processed to your original payment method within 5–10 business days.

Shipping costs are non-refundable unless the return is due to our error.

🚚 Return Shipping Costs
The customer is responsible for return shipping costs, unless the item arrived damaged or incorrect.

📍 Incorrect Address & Failed Deliveries
Please make sure your shipping address is correct and complete at checkout. If a package is returned to us because of an incorrect or incomplete address provided by the customer, or because delivery was refused or went unclaimed, any re-shipping costs will be the customer's responsibility. We're always happy to help you update your address before the order ships — just contact us as soon as possible.

📦 Exchanges
We do not offer direct exchanges. If you need a different product, please return the item and place a new order.

If you have any questions, feel free to contact us.
We’re always here to help

💌 contact@stepnura.com

APT CORR 297 Talavera de la Reina, Toledo 45600, Spain

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