Refund policy

BIOSTEP RETURN & REFUND POLICY 

At BIOSTEP, we value our customers and aim to deliver footwear that provides true comfort and care. Every pair of BIOSTEP shoes is designed with comfort-focused research and high-quality materials. We also understand that sometimes returns or exchanges may be necessary due to sizing issues, defects, or receiving an incorrect product.

This Return & Refund Policy explains the conditions, process, and timelines for returns, exchanges, and refunds. Our goal is to keep the policy smooth for genuine customers while ensuring that fraudulent or unfair refund claims do not misuse the system.

Important Note: This policy is not intended to be strict. It is designed to protect genuine customers and BIOSTEP from misuse, false claims, and fraudulent return/refund attempts. If you are a genuine customer, you will not face unnecessary difficulty, and our team will support you at every step.

1. Return Window

BIOSTEP accepts returns within the following timeframes:

Domestic (India):
Return requests are accepted within 5 days from the date of delivery.

International Orders:
Return requests are accepted within 10 days from the date of delivery.

The return window starts from the date the order is marked as “Delivered” as per courier tracking records. Return requests raised after the return window will not be eligible.

2. Conditions for Return (Eligibility)

To be eligible for a return, the product must meet all of the conditions below:

  1. The item must be unused and unworn.

  2. The item must be in original condition, without stains, scratches, damages, or wear marks.

  3. All original tags must remain attached.

  4. The product must be returned in the original packaging, including the shoe box and any inserts/accessories received.

  5. A valid reason for the return must be provided. Valid reasons include, but are not limited to:

    • Wrong size delivered

    • Defective or damaged product

    • Incorrect product received

    • Manufacturing defect

If the product shows signs of wear, use, damage caused after delivery, missing tags, or missing original packaging, BIOSTEP reserves the right to reject the return.

3. Mandatory Unboxing Video Proof (Required for All Returns)

To maintain fairness and protect genuine customers, BIOSTEP follows a strict verification process to prevent fraud such as false claims of missing products, fake defect claims, or product swapping.

For all return requests, a mandatory unboxing video proof is required.

Unboxing Video Requirements:
The customer must record a continuous unboxing video at the time of opening the package.

The video must clearly show:

  1. The outer package from all sides

  2. The shipping label with tracking and delivery details visible

  3. The sealed condition of the package before opening

  4. The complete opening process in one continuous recording

  5. The product inside the package clearly visible

Important video rules:

  • The video must be a single continuous recording

  • No cuts, pauses, edits, or transitions

  • Video must be clear and properly visible

The unboxing video must be shared with us via email for verification and authenticity.

Email for video submission and return requests:
biostep.help@gmail.com

Returns without proper unboxing video proof, incomplete video, edited video, or missing video will not be accepted under any condition. This requirement is mandatory.

4. Domestic Returns (Within India)

Return shipping responsibility depends on the reason for the return:

A. Defective or Incorrect Product
If the product received is defective, damaged, or incorrect:

  • Return shipping will be free of cost for the customer

  • BIOSTEP will provide a return shipping label or pickup instructions after approval

B. Returns Due to Personal Reasons
If the return is due to personal reasons, including but not limited to size/fit preference:

  • Customer must arrange and bear the return shipping cost

  • Return will be accepted only after approval from BIOSTEP

Once the return request is verified and approved, BIOSTEP will share return instructions and address/label details.

5. International Returns

For international returns, the following conditions apply:

  1. Customers must arrange and pay for return shipping unless the product is defective or incorrect.

  2. Customs duties, import taxes, and local handling fees paid by the customer are non-refundable. These charges are collected by the destination country’s authorities and cannot be reversed or refunded by BIOSTEP.

  3. Customers are advised to use a trackable courier service for returns.

  4. BIOSTEP is not responsible for items lost, delayed, or damaged in transit during return shipping.

International customers must ensure safe packaging and tracking for the return shipment. Returns received without tracking or proof of shipment may not be processed.

6. Non-Returnable Items

The following items are not eligible for return or refund:

  1. Customized or personalized footwear

  2. Clearance or sale items

  3. Gift cards or e-gift vouchers

  4. Products returned without valid unboxing video proof

  5. Products returned after the return window

BIOSTEP reserves the right to refuse any return that does not fall under return eligibility requirements.

7. Exchanges

Exchanges are allowed as per stock availability and return eligibility conditions.

  1. Exchange requests must be raised within the applicable return window.

  2. The product must meet return conditions and must include valid unboxing video proof.

  3. If the requested size is available, the exchange will be processed.

  4. If the requested size is unavailable, a refund will be issued once the return is approved.

For faster service, customers may choose to return the product and place a fresh order immediately.

8. Return Approval and Product Inspection

All returns are subject to verification and inspection.

After the return request is approved, the product must be shipped back in original condition and packaging. Once BIOSTEP receives the returned product, our team will inspect it for:

  • Usage or wear marks

  • Damage due to customer handling

  • Missing tags or missing packaging

  • Tampered packaging

  • Any mismatch or product swapping attempt

If the returned product fails inspection or does not match the return eligibility requirements, BIOSTEP may reject the return. In such cases, the product may be shipped back to the customer.

9. Refunds

Refunds are processed only after the return is received and successfully verified.

Refund Process:

  1. After receiving the returned product, BIOSTEP will inspect it.

  2. Customers will be notified about approval or rejection.

  3. If approved, refunds will be processed to the original payment method.

Refund Timeline:
Refunds are processed within 3 to 7 business days after approval.

International Refunds:
International refunds will be issued excluding customs duties, import taxes, and local charges paid by the customer. These charges are non-refundable.

If more than 10 business days have passed after refund approval and you have not received the refund, please contact us.

10. Important Disclaimer

  1. Returns are accepted only with valid and complete unboxing video proof.

  2. Returned products must be unused, unworn, and in original condition with original packaging and tags.

  3. Items sent back without prior approval will not be accepted.

  4. Products that show signs of wear, use, damage, missing tags, or missing packaging may be rejected.

BIOSTEP reserves the right to reject any return request that does not meet the return policy conditions.

11. Customer Safety and Anti-Fraud Statement

BIOSTEP’s return policy is designed to be customer-friendly and supportive. At the same time, fraudulent cases such as false missing-item claims, product swapping, returning used products, or submitting edited proofs can harm genuine customers and disrupt fair service.

Therefore, BIOSTEP follows a verification process to ensure fairness.

This policy is not strict. It is intended only to protect genuine customers and BIOSTEP from misuse. Genuine customers will always receive full cooperation and assistance from our support team.

Contact Us for Returns

For return requests, exchange requests, and refund-related support, contact:

Email: biostep.help@gmail.com