Refund Policy

Refund Policy for Steve Customs

At Steve Customs , we are committed to ensuring your satisfaction with every purchase. We understand that sometimes returns or refunds may be necessary, and we aim to make the process as seamless as possible. Please take a moment to review our refund policy below.

Eligibility for Refunds

Timeframe: To qualify for a refund, your request must be submitted within 48 hours of the purchase date . This ensures timely processing and resolution.
Condition of Items: All returned items must be unworn, unused, and in their original condition with tags attached. Shoes must be returned in their original box without any damage or signs of wear.
Proof of Purchase: A valid receipt, order confirmation, or invoice is required to initiate the refund process.

How to Request a Refund

Contact Us: Reach out to our customer service team at +254740583506 or Email: info@stevecustoms.com. Provide your order details and reason for the return.
Return Authorization: Once your request is reviewed, we will issue you a Return Authorization (RA) number along with instructions for returning the item(s).
Ship the Item Back: Package the product securely and include the RA number on the outside of the package. Ship it to the address provided by our team.

Processing Your Refund

Timeline: Refunds are typically processed within 48 hours after we receive and inspect the returned item(s). Depending on your bank or payment method, additional time may be required for the refund to reflect in your account.
Method of Refund: The refund will be issued using the same method of payment used during the original purchase:
- Credit Card: Refunded to the original card
- Cash/In-Store Purchases: Refunded via store credit or cash, depending on location policies.

Exclusions and Special Cases

Final Sale Items: Products marked as “Final Sale” or “Clearance” are not eligible for refunds unless they are defective or incorrectly shipped.
Defective or Incorrect Orders: If you received a damaged, defective, or incorrect item, please notify us immediately. We will cover the cost of return shipping and provide a full refund or replacement.
Customized or Personalized Items: Custom-made or personalized products cannot be refunded unless there is a manufacturing defect.

Exchange Policy

If you prefer an exchange instead of a refund, let us know when contacting our team. Exchanges are subject to availability and must adhere to the same eligibility criteria as refunds.

Frequently Asked Questions

Q: What if I miss the 48-hour window?
A: Unfortunately, refunds cannot be processed after 48 hours. However, you may still qualify for store credit or an exchange if the item meets our return conditions.

Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the return is due to a mistake on our part (e.g., wrong item shipped or defective product).

Q: Can I return items bought online to a physical store?
A: Yes, provided the store has a return desk and the item complies with our refund policy. Please bring your receipt or order confirmation.

Thank you for choosing Steve Customs . We value your trust and are here to assist you with any questions or concerns about your purchase.