1. Right of Withdrawal

Customers in the European Union generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, please email supervisor@stepanddry.com within the withdrawal period, providing your order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, please send the goods to the return address below within 14 days.

Return Address: [Insert Return Address]

Returned goods should be handled only as necessary to establish their nature, characteristics and functioning. Customers may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods, as permitted by applicable law.

Where the customer exercises the right of withdrawal, the customer is responsible for the direct return postage costs, provided this responsibility was disclosed before purchase and applicable law permits it.

2. Faulty, Damaged or Incorrect Goods

If an item arrives damaged, faulty or different from the item ordered, please contact supervisor@stepanddry.com and provide:

• Your order number.
• A brief description of the issue.
• Clear photographs showing the item and the damage or discrepancy, where applicable.

We will review the information and advise on the appropriate resolution. Where the issue can be assessed from the evidence provided, a return shipment may not be required. Depending on the circumstances, we may arrange a full refund or send a replacement.

Where a return or further assessment is reasonably necessary, we will provide instructions in accordance with applicable law. For confirmed faults or damage, any return costs payable by us under applicable law will be covered accordingly.

This procedure does not limit statutory rights relating to faulty, damaged or non-conforming goods, including any applicable rights to repair, replacement, price reduction or refund.

3. Delayed or Missing Orders

Orders are normally processed within 1–3 business days. Estimated transit time is 5–10 business days after dispatch.

Depending on the destination and service availability, deliveries may be handled by DHL, FedEx, UPS Priority or another appropriate carrier. Tracking updates will be sent to the email address provided at checkout as relevant information becomes available, including dispatch, carrier facility updates, local delivery progress and delivery status.

If your order has not arrived within the estimated transit period, please email supervisor@stepanddry.com with your order number. We will review the available tracking information and, where appropriate, investigate the shipment with the carrier.

After reviewing the circumstances and investigation findings, we may arrange a full refund or replacement shipment. Any statutory rights arising from late delivery or non-delivery remain unaffected.

4. Refund Processing

Approved refunds will normally be issued to the original payment method used for the order.

For withdrawals covered by EU consumer law, refunds will generally be made within 14 days of receiving the withdrawal notice. For goods, we may withhold reimbursement until the goods have been received or the customer has supplied evidence that they have been sent back, whichever occurs first, where permitted by law.

Refunds for faulty, damaged, missing or non-conforming goods will be handled within the applicable legal time limits.

The time required for the refunded amount to appear in the customer’s account may depend on the card issuer or payment service provider.

5. Accepted Payment Methods

Depending on availability at checkout, we accept:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Other supported electronic wallets displayed at checkout

The payment options available for a particular order may vary according to the customer’s country, device and eligibility.

Where a refund is approved, it will normally be sent to the original payment method. Customers should retain their order confirmation and related correspondence until the matter has been resolved.

6. Return Conditions and Exclusions

For a change-of-mind withdrawal, goods should be returned within the applicable statutory period and handled in accordance with the requirements in Section 1.

This policy does not remove any statutory remedy for faulty, damaged or non-conforming goods merely because the packaging has been opened or the goods have been inspected as permitted by law.

Any statutory exceptions to the right of withdrawal will apply only where the relevant legal conditions are met.

7. Contact Details

For return requests, refund enquiries, damaged deliveries or other order-related matters, please contact us using the details below.

Brand: Stepanddry
Registered Company Name: [Insert Registered Company Name]
Registered Business Address: [Insert Registered Business Address]
Return Address: [Insert Return Address]
Telephone: [Insert Business Telephone Number]
Email: supervisor@stepanddry.com
Website: https://www.stepanddry.com

Please include your order number in all correspondence to help us locate the transaction and review your request.

8. Governing Consumer Rights

This policy is intended to operate alongside applicable Singapore law and the mandatory consumer protection laws applicable to customers in their country of residence.

Nothing in this policy excludes or restricts a consumer right or remedy that cannot lawfully be excluded or restricted. Where mandatory local consumer law provides greater protection, the applicable legal requirements will prevail.