Return and Exchange Policies

Need to Return an Item?

No problem! To get started, simply provide your order number and the email address used at checkout.

Right of Withdrawal

As a customer, you have the legal right to withdraw from your purchase within 14 (fourteen) calendar days from the date you receive your order.

To be eligible for a return, the following conditions must be met:

  • The product must be returned in its original packaging, including the invoice (DANFE or equivalent), user manual, and all accessories.

  • The request must be submitted through our Customer Service (by emailing contact@theelevatedstep.com) or directly via your account panel under the option “Cancel Order.”

  • Return shipping costs are the responsibility of the customer. The Elevated Step does not cover collection or return shipping fees.

Once the returned product is received at our distribution center, we will inspect it to ensure compliance with the above conditions. If everything is in order, a full refund of the purchase price will be issued.

Refund Process

Credit Card Purchases

  • Your card issuer will be notified of the refund.

  • The refunded amount will appear on your next billing statement (depending on the number of installments originally selected).

  • If installments are still scheduled after the refund, you will not incur extra costs. The Elevated Step will refund the total product amount in a single payment, and your issuer will adjust the installments accordingly.

Bank Transfer or Direct Debit Purchases

  • Refunds will be made by bank deposit within 10 (ten) business days.

  • The refund will only be issued to the buyer’s checking account, which must be in the buyer’s name and be an individual account.

  • To complete the process, a valid ID or passport number will be required.

Questions?

If you need assistance with a return or refund, contact us:
📧 contact@theelevatedstep.com