Return and Refund Policy

Framework for Requesting a Return

Stepvionex strives to maintain transparency during every doorstep interaction. Because orders are fulfilled exclusively through Cash on Delivery (COD), buyers review and complete payment for footwear at their doorstep. If an item needs to be sent back, a structured process ensures clarity.

Buyers can initiate a return within a 30-day window starting from the exact calendar date the logistics partner completes delivery to the designated Hong Kong address.

Eligible Return Circumstances

To qualify for a processing review, the return submission must stem from one of the following specific situations:

• The delivered shoes possess clear structural flaws or physical damage incurred before delivery.
• The incorrect item, size, variant, or colorway was dispatched relative to the original digital invoice.
• The footwear does not fit the feet of the buyer properly, provided the items remain completely unworn.

All returned footwear must arrive back at the inspection facility in the original state, meaning unaltered, completely clean, and packed inside the original shoebox.

Initiating the Logistics and Pickup Process

Starting a return involves reaching out via the primary digital inbox.

Communication Step

Buyers must send an explicit request to contact@stepvionex.com . The message should detail the original order reference number, clear photographic evidence showcasing the fit issue, incorrect item, or structural flaw, and a brief explanation of the request.

Doorstep Courier Retrieval

Once the support staff reviews and approves the request, a complimentary pickup service is organized. The third-party logistics network schedules a retrieval window that aligns with the convenience of the buyer.

Fee Structure Transparency

Stepvionex removes fiscal obstacles from the return process. Buyers are subject to zero restocking fees, zero shipping assessments, and zero hidden penalties . The entirety of the reverse logistics chain operates completely free of charge.

Inspection Timelines and Endorsement

Once the courier network successfully returns the package to the central operational facility, the inspection team initiates a formal endorsement process.

One-Day Evaluation

The evaluation team takes exactly 1 business day from the physical arrival of the package to review the condition of the shoes. This assessment endorses the structural integrity, unworn state, and presence of original packaging materials.

Post-Review Decisions

Immediately following the completion of the assessment, an electronic notification is sent from contact@stepvionex.com outlining the outcome. If the return criteria are fully met, the buyer selects between two distinct paths: a product exchange or a full fiscal reimbursement.

Exchange Protocols

Exchanges depend entirely on the real-time inventory levels available within the regional fulfillment centers.

If a buyer requests an exchange due to fit issues or transit damage, the replacement item is prepared for dispatch immediately, assuming the specific model and size remain available. The replacement package is then routed through the standard delivery network without any supplementary shipping fees. If the desired size or model is entirely depleted, the account defaults to the standard reimbursement path.

Reimbursement and Bank Transfer Procedures

Because the initial transaction relies strictly on Cash on Delivery (COD), no digital payment gateway records exist to automate a reversal. Therefore, all finalized reimbursements are settled exclusively through direct bank transfers into a Hong Kong banking account.

Secure Collection of Bank Credentials

Upon the approval of a refund request, an operational specialist sends a secure, direct message to the buyer from contact@stepvionex.com requesting valid local banking details. This information must include the exact legal name of the account holder, the official banking institution name, the branch code, and the endorsed account number.

Data Privacy and PDPO Compliance

The collection of banking credentials is managed with strict adherence to the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong. Stepvionex handles these fiscal identifiers purely for the singular purpose of completing the requested transaction reversal. The storage, usage, and ultimate deletion of these sensitive data elements align fully with PDPO requirements to protect user identity and data integrity.

Final Settlement Timeline

Once correct and accepted banking coordinates are provided by the customer, the transfer is executed within 1 business day. While the internal processing is swift, the actual transfer velocity depends on external clearings. The funds typically require 9 to 10 business days to reflect within the statement balances of the buyer, depending entirely on the distinct operational schedules and processing speeds of the receiving banking institution. Buyers are encouraged to double-check their submitted account details, as inaccurate credentials can generate prolonged bank processing delays.