Refund & Return Policy

At Welcome Step, we strive to ensure that our customers are satisfied with every purchase. We understand that sometimes a product may not meet your expectations, and we are here to help. Please review our policy below to understand your rights and the procedures for returns and refunds.

1. Eligibility for Returns

We accept returns for eligible items within 30 days of the date of purchase. To qualify for a return, your items must meet the following criteria:

• The product must be unused and in the same condition as you received it.

• The product must be in its original packaging.

• You must provide valid proof of purchase (order number or receipt).

2. The Return Process

If you wish to initiate a return, please reach out to our support team at support@welcomestep.co.uk.

• Shipping Responsibility: Unless the item you received is incorrect or defective, customers are responsible for all return shipping costs.

• Tracking: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost in transit.

3. Refunds

Once your return is received and inspected by our team, we will notify you via email regarding the approval or rejection of your refund request.

• Processing Time: If your return is approved, your refund will be processed and automatically applied to your original method of payment.

• Timeline: Please allow 5–10 working days for the refund to reflect in your account, as processing times vary by financial institution.

4. Exchanges

We are committed to delivering excellence. We offer replacements or exchanges exclusively for items that arrive defective or damaged. If you believe your product is damaged, please contact us immediately at support@welcomestep.co.uk with photographic evidence, and our team will assist you with the replacement process.

5. Non-Returnable Items

Certain products are ineligible for return or refund, including:

• Custom Orders: Products manufactured to specific dimensions or custom requirements.

• Clearance/Sale Items: Goods purchased at a discounted clearance price.

• Improper Use: Welcome Step Group Ltd is not responsible for damage caused by improper installation, failure to follow maintenance guidelines, or misuse of our products.

6. Liability and Force Majeure

Welcome Step Group Ltd is not liable for any failure to perform our obligations if such failure is caused by events beyond our reasonable control, including but not limited to labor strikes, supply chain disruptions, transportation delays, or acts of God.

Contact Information

If you have any questions regarding your return or the status of a refund, please contact us at:

Welcome Step Group Ltd 128 City Road, London, EC1V 2NX, United Kingdom

Email: support@welcomestep.co.uk

Phone: +44 7828727452