At STEPR, we are committed to providing quality products and responsive customer service. Please review the following policy carefully before requesting a return, cancellation, replacement, or service. 

1. Return Eligibility 

This return policy applies to standard STEPR models. 

STEPR Renewed Units are final sale and are not eligible for return. 

For eligible standard models, customers have 14 days from the date of delivery to initiate a return, subject to all requirements outlined in this policy. 

Cancellation Fee and Restocking Fee:

• A 3% cancellation fee will apply to all cancelled orders.
• A 10% restocking fee will apply to returned items.

A return is not considered authorized until STEPR has reviewed the request and provided return authorization. 

Return Conditions: 

1. Freight Costs: Costs associated with freight and delivery to and from the supplier are not covered under this policy and will not be reimbursed. 
2. Product Condition: Items must be undamaged, not misused, and in a condition suitable for resale. Returns that do not meet these criteria may not be eligible for a full refund. 
3. Packaging: Items must be returned in their original packaging with the pallet to ensure safe arrival. 
4. Proof of Purchase: The original proof of purchase is required for all returns. 5. Return Processing: Before returning any goods, you must contact STEPR to obtain a return authorization. 

2. Service, Parts & Technician Inspection 

For a product experiencing a mechanical, electrical, operational, or other issue, STEPR requires the unit to go through the service and diagnostic process before a replacement or return will be considered. 

A reported problem does not automatically qualify a product for a return or replacement.

1. Contact STEPR 
   Customers should contact STEPR Customer Support to report the issue and provide information regarding the problem being experienced.
   Customer Support may provide initial troubleshooting instructions or determine that an in-person or professional technician inspection is necessary. 
   
2. Technician Inspection 
   When required, a qualified technician must inspect the unit to determine the nature and cause of the issue. 
   The technician's evaluation may determine: 
   What is causing the reported problem. 
   Whether the unit can be repaired. 
   Whether replacement parts are required. 
   Which parts are necessary to repair the unit. 
   Whether the issue appears to be related to a manufacturing defect, misuse, damage, or another cause. 
   Whether further service or evaluation is necessary. 
   
3. Parts Identification & Ordering 
   If the technician determines that parts are necessary, the required parts will be identified and ordered. 
   Customers may be required to allow reasonable time for the necessary parts to become available before the repair can be completed. 
   
4. Repair & Final Evaluation 
   Once the necessary parts are available, the unit may be repaired or serviced as appropriate. 
   Following the technician's inspection and, when applicable, completion of the repair process, STEPR will evaluate the appropriate resolution.
   Depending on the circumstances, the resolution may include: 

• Repairing the existing unit. 
• Providing or ordering necessary replacement parts. 
• Further troubleshooting or service. 
• Considering the unit for replacement. 
• Considering the unit for return, when the applicable requirements have been satisfied. 

A replacement or return will not be authorized solely because a customer reports that the unit is not functioning properly. The technician inspection and applicable parts/service process must first be completed or otherwise evaluated by STEPR. 

3. Product Damage, Misuse & Condition

Products returned to STEPR must be undamaged, not misused, and in a condition suitable for resale. 

Damage or issues resulting from misuse, improper handling, or conditions outside the applicable return or warranty requirements may affect eligibility for a refund, replacement, or other resolution. 

4. Return Authorization 

Do not ship a product back to STEPR without first receiving return authorization. 

To begin the return process, contact STEPR Customer Support. STEPR will provide the appropriate return instructions and, when applicable, the designated return location. 

Unauthorized returns may not be accepted or may delay processing. 

5. Inspection & Refund Processing 

After a returned product is received, STEPR will inspect the item to determine whether it meets the requirements of this policy. 

If the return is approved, the applicable refund will be issued to the original payment method used for the purchase, less any applicable fees or non-refundable costs. 

Customers will receive an email notification once the refund has been processed.

6. Final Decision 

STEPR reserves the right to make the final decision regarding all returns, cancellations, replacements, and service resolutions, subject to applicable law and any applicable warranty or other contractual obligations. 

7. Contact STEPR 

For questions, return requests, cancellations, or service assistance, please contact: 

STEPR Customer Support 

• Phone: 302-691-9023 
• Email: support@getstepr.com 
• Website: getstepr.com 

Customer Support Hours: 

• Monday–Friday 
• 7:00 AM–3:30 PM MST 

Please contact STEPR before shipping any product back or making arrangements for a return.

Important Notice 

This policy is intended to explain STEPR's standard return, cancellation, and service procedures. Nothing in this policy is intended to limit any rights or remedies that may apply under applicable law or an applicable manufacturer's warranty.