REFUND POLICY
Returns & Refunds Policy
This policy explains how returns, refunds, and related issues are handled at Comfort Step. By placing an order on our website, you agree to the terms outlined below.
How to Request a Return
To request a return, please email support@getcomfortstep.com with a clear reason for the return. We may ask you to include photographs or a short video of the product to help us review your request.
If your return is approved, we will issue a Return Authorization Number along with the return address.
Please send your product to:
HCOMMERCE Pte. Ltd.
3 Coleman Street #03-24
179804, Singapore
We recommend using a trackable shipping service. We cannot be responsible for lost or missing return packages.
Once we receive and inspect your returned item, an approved refund will be issued to the original payment method. A refund receipt will be sent to the email address used for the original purchase.
Returns
To begin a return, contact our Quality Assurance team at support@getcomfortstep.com within 90 calendar days of delivery.
Eligibility will be determined based on the criteria below. If approved, you will be asked to ship the product back to one of our designated warehouses (details will be provided). Return shipping costs are the responsibility of the customer, and a tracking number must be provided once available.
After receiving your return, our team will inspect the item and process the refund. Refunds are typically issued within 1–3 business days after approval.
Return Conditions
- Items must be unused and in the same condition as when received
- Items must be returned in their original packaging
- Returns must be initiated and shipped within 90 calendar days of delivery
Due to the sanitary nature of certain self-applied products, used items are not eligible for returns, exchanges, or refunds in cases of change of mind.
For any product valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
All sale items are final sale. We are unable to offer change-of-mind refunds on discounted products.
We cannot accept returns that are rejected, refused, abandoned, or sent back outside the approved return process.
Photos or Videos Requirement
Photos or videos of the item may be required before a refund can be approved. These must be provided before the refund process begins. In some cases, only partial refunds may be granted.
Late or Missing Refunds
If your refund appears to be late or missing, please:
- Check your bank account
- Contact your credit card company (posting times may vary)
- Contact your bank (processing times can differ)
Refunds are issued as soon as a request is approved, but some payment providers may take up to 30 days to process and post the refund. If you have completed these steps and still have not received your refund, please contact us.
Delivery Times
Orders are shipped within 7–15 days or 10–20 days, depending on the shipping method selected (excluding processing time).
If your order has not arrived within the estimated timeframe, please contact support@getcomfortstep.com. This policy does not cover delays caused by incorrect shipping information or missed deliveries.
Tracking
Tracking numbers are emailed to customers as soon as they become available.
Incorrect Shipping Address
If you entered an incorrect shipping address, please contact us as soon as possible. While we may be able to update the address before processing, this cannot be guaranteed. We are not responsible for incorrect or incomplete shipping addresses provided by the customer.
Cancellation Policy
Orders cannot be canceled once they have been processed or shipped.
Orders canceled before processing may be subject to a 15% cancellation fee to cover restocking and payment processing costs.
Invalid Reasons for Refunds
Refunds are not issued because a customer no longer wants the item or finds it at a lower price elsewhere. Placing an order constitutes a binding agreement to purchase the items in that order.
Exchanges
We do not offer exchanges. All sales are final.
Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases. Please ensure you are ready to proceed before placing your order.
Faulty, Damaged, or Incorrect Products
If you receive a faulty, damaged, or incorrect item, contact support@getcomfortstep.com with details and photos. If approved, we will provide a Return Authorization Number and return instructions.
Orders That Never Arrived
If your order does not arrive within the estimated delivery timeframe, please contact our support team. If the order cannot be located, we will review the case and may issue a refund where appropriate.
Product Condition for Returns
Only products in the same condition as when received are eligible for return. Any item that has been used, damaged, or altered is not eligible.
Return Shipping Costs
Customers are responsible for all return shipping costs. Shipping fees are non-refundable. If a refund is granted, return shipping costs may be deducted from the refund amount.
Restocking Fee
All approved returns are subject to a 15% restocking fee, which will be deducted from the refund.
Undeliverable Orders
If an order is returned due to an incorrect or incomplete shipping address, or because delivery was missed, the customer will be responsible for reshipping costs.
Agreement to This Policy
By placing an order on the Comfort Step website, you confirm that you have read and agree to this Returns & Refunds Policy.
If you have questions, please contact support@getcomfortstep.com.