Refund policy
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Returns and refund policy
At Pairsteps we want you to be happy with your purchase. If you are not fully Pairsteps offers returns or exchanges under the conditions below.
Eligibility for returns
You may return products under the following conditions:
The item is unused, unworn, and in its original packaging.
The return request is made within 14 calendar days from the date of delivery.
A valid proof of purchase {invoice or order number} is provided.
Non-returnable items
The following items cannot be returned:
Opened or worn sneakers.
Socks, insoles, or other hygiene-sensitive products.
Gift cards or vouchers.
Customised or personalised items.
Exchanges policy
If you wish to exchange an item:
Follow the return process.
We only replace items if they are defective or damaged.
To request an exchange for the same product, contact us at pairstepssa@gmail.com
with photos of the issue.How to return an item
Contact us at: pairstepssa@gmail.com
or 065 059 7941 to request a return.Provide your order number, product details, and reason for return.
Pack the item securely in its original packaging.
Ship the item to: [Insert Physical Return Address]
Once received and inspected, we will confirm approval and initiate a refund or replacement.
Refund process (if applicable)
Approved refunds will be processed within 7–14 business days.
Refunds will be issued to the original payment method.
We will notify you of the approval or rejection of your refund.
Return shipping
Customers are responsible for the cost of return shipping unless the item was received damaged or incorrect.
We recommend using a trackable shipping service or purchasing shipping insurance for your safety.
How to initiate a return
To initiate a return, please email us at support@pairstepssa.com
with your order number and a brief explanation of the reason for return.Contact us
For any questions regarding returns, refunds, or exchanges:
Email: support@pairstepssa@gmail.com
Phone: +27 65 059 7941
Location : Johannesburg, South Africa
Hours: Mon-Fri, 8:00 AM-5:00 PM {SAST}
Legal compliance
This Return and Refund Policy is drafted in accordance with the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) of the Republic of South Africa.
Nothing in this Policy is intended to limit, exclude, or waive any rights afforded to consumers under applicable South African law. All refunds are processed in South African Rand (ZAR) through secure and compliant payment gateways, subject to applicable banking and payment provider processing timelines.