REFUND & RETURNS POLICY
Last Updated: 30/08/2026
At StepsbyVale, we want you to be happy with your purchase. This Refund & Returns Policy explains when an item may be returned, exchanged or refunded and the process customers should follow.
This policy applies to purchases made through the StepsbyVale website and should be read together with our Terms & Conditions.
Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded under applicable Nigerian law.
- Change-of-Mind Returns
We understand that sometimes you may change your mind after receiving an item.
For eligible purchases, StepsbyVale accepts change-of-mind returns within 3 days from the date of delivery.
To qualify for a change-of-mind return:
The item must be unused and unworn.
The item must be in its original condition.
The item must be returned with its original packaging and any accessories provided.
The item must not show signs of use, damage, alteration, washing or improper handling.
The item must be returned within the 3-day return period.
Customers should contact StepsbyVale before sending an item back so that we can provide the appropriate return instructions.
Change-of-mind returns are subject to the conditions stated in this policy.
- Items That Cannot Be Returned Due to Change of Mind
An item may not qualify for a change-of-mind return where it has:
Been worn or used;
Been damaged after delivery through customer handling or misuse;
Been altered, washed or modified;
Been returned without the original packaging where the packaging is reasonably required for the return; or
Been returned after the applicable 3-day change-of-mind period.
These restrictions do not affect any statutory consumer rights that may apply where an item is defective, incorrect, unsafe, not fit for its intended purpose or otherwise does not conform to the applicable requirements.
- Proof of Purchase
To request a return, exchange or refund, customers may be required to provide reasonable proof of purchase, such as an order number, receipt, payment confirmation or other relevant order details.
- Wrong, Defective, Damaged or Incorrect Items
If you receive an item that is:
Defective;
Damaged;
The wrong item;
The wrong size where StepsbyVale supplied a different size from the one ordered;
Materially different from its description; or
Otherwise not reasonably as expected,
please contact StepsbyVale as soon as possible after receiving the order.
Where possible, customers should provide clear photographs or videos showing the issue.
We will assess the issue and, where appropriate, offer an applicable remedy such as:
Replacement;
Exchange;
Repair where reasonably applicable; or
Refund,
in accordance with the circumstances and applicable law.
- Damage During Delivery
Customers should inspect their order when received.
If an item appears to have been damaged during transportation, please notify StepsbyVale promptly and provide photographs or videos showing the condition of the item and packaging.
Where a delivery or courier service is responsible for the damage, StepsbyVale will provide reasonable assistance in addressing the issue, subject to the circumstances and applicable law.
- Packaging Verification
For customer protection, StepsbyVale shall record a packaging video before an order is dispatched.
Where applicable, the packaging video shall be sent to the customer through WhatsApp for verification.
Customers are encouraged to review the packaging video and raise any concerns before dispatch.
The packaging video does not remove or limit any consumer rights relating to an item that is defective, incorrect, damaged or otherwise does not conform to the applicable requirements.
- Exchanges
Where an exchange is permitted under this policy, customers may request an exchange for an eligible item, subject to availability.
For change-of-mind exchanges, the original item must meet the applicable return conditions, including being unused and in its original condition and packaging.
Where the exchange relates to a wrong, defective or damaged item, the applicable resolution will be determined based on the circumstances and applicable law.
If the requested replacement item is unavailable, StepsbyVale may offer an alternative resolution, where appropriate.
Customers should contact StepsbyVale before sending an item back for exchange so that the exchange process and return instructions can be provided.
- Refunds
Where a refund is approved, StepsbyVale will communicate the applicable refund method and process.
Refunds will generally be made through the original payment method where reasonably possible.
The timing for a refund may depend on the payment provider, bank or other financial institution involved.
Where a refund is due because of a defective, incorrect or materially non-conforming product, the applicable remedy will be determined in accordance with the circumstances and applicable law.
- Return Delivery Costs
For a change-of-mind return, the customer is generally responsible for the cost of returning the item to StepsbyVale.
Where the return is required because StepsbyVale supplied an incorrect, defective or materially non-conforming item, StepsbyVale will address the applicable return or delivery costs in accordance with the circumstances and applicable law.
- How to Request a Return
To request a return, customers should contact StepsbyVale through our official contact channels and provide:
Name used for the order;
Order number;
Item being returned;
Reason for the return; and
Clear photographs or videos where relevant.
Customers should not send an item back without first receiving return instructions from StepsbyVale.
- Return Inspection
Returned items may be inspected to determine whether they meet the requirements of this policy.
A return or refund may be declined where a change-of-mind item does not meet the stated return conditions.
This does not affect any statutory consumer rights that may apply.
- Important Note About Consumer Rights
StepsbyVale aims to operate fairly and in accordance with applicable Nigerian consumer protection requirements.
Nothing in this policy is intended to remove, reduce or exclude any consumer right or remedy that cannot legally be excluded under applicable law.
Where a customer’s legal rights provide a remedy beyond the conditions of our standard change-of-mind policy, those rights will apply.
- Contact Us
For questions concerning returns, exchanges or refunds, please contact:
StepsbyVale
Abuja, Nigeria
Phone/WhatsApp: 08147002471
Email: info@stepsbyvale.com.ng