Refund policy

 Return & Refund Policy

Last updated: 18 September 2026

At Pairsteps, we want you to feel confident when ordering from us. This policy explains how returns, exchanges and refunds are handled.

Pairsteps may use third-party suppliers and fulfilment partners to process and deliver orders. **Pairsteps remains your customer-service point of contact for your order**, and you should contact us directly regarding any return, refund, damaged product, incorrect product or delivery issue.

This policy is intended to operate in accordance with applicable South African consumer-protection laws, including the Consumer Protection Act 68 of 2008 (CPA).

 1. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, unsafe, materially different from its description, or is not the product you ordered, contact Pairsteps as soon as reasonably possible.

Where applicable under the CPA, you may have the right to return the product and receive an appropriate remedy, which may include a repair, replacement or refund.

The CPA provides an implied warranty of quality for qualifying goods. Where the statutory requirements are met, qualifying goods may be returned within six months of delivery without penalty and at the supplier's risk and expense.

Pairsteps will coordinate the applicable return and remedy with the relevant fulfilment or supply partner where necessary.

 2. Change of Mind or Unwanted Products

If you simply change your mind about a product, any voluntary return or exchange offered by Pairsteps will be subject to the applicable terms communicated to you.

Where a change-of-mind return is accepted, the product should generally be:

. Unused and unworn.
. In its original condition.
. In its original packaging.
. Complete with any tags, accessories and other items supplied with the order.
. Free from damage caused after delivery.

For footwear, we recommend trying shoes on indoors and on a clean surface if you are considering a return.

Nothing in this section limits any consumer rights that cannot lawfully be excluded.

 3. Incorrect Size

If you selected the incorrect size, contact Pairsteps before sending the product back.

Where an exchange is available, the product should generally be unused, unworn and in its original condition and packaging.

Size exchanges are subject to availability.

If the requested replacement size is unavailable, Pairsteps will communicate the available options.

This section does not limit any statutory rights that may apply where the product is defective, incorrectly supplied or does not comply with the agreement.

 4. How to Request a Return

Please contact Pairsteps before returning any product.

Send your request to:

Email: [pairstepssa@gmail.com]
Phone: 065 059 7941

Please provide:

* Your order number.
* Your name.
* The product concerned.
* The reason for the return.
* Photographs where the product is damaged, defective or incorrect.

Do not send a return directly to our supplier or fulfilment partner unless Pairsteps has specifically instructed you to do so.

Once your request has been assessed, Pairsteps will provide the appropriate return instructions, including the applicable return address and shipping arrangements.

5. Supplier & Fulfilment Partners

Pairsteps may use third-party suppliers and fulfilment partners to source, process or deliver products.

These partners operate behind the scenes and do not replace Pairsteps as your customer-service contact.

Where a return, replacement or refund requires involvement from a fulfilment or supply partner, Pairsteps will coordinate the process and communicate the relevant instructions to you.

Customers should not contact or return products directly to a supplier unless specifically instructed by Pairsteps.

 6. Return Shipping

Where a return relates to a qualifying defective, unsafe or non-conforming product covered by applicable consumer law, Pairsteps will handle the return in accordance with the consumer's applicable statutory rights.

For voluntary change-of-mind returns or exchanges that are not required by law, applicable return delivery costs may be the customer's responsibility.

Any applicable return arrangements or costs will be communicated before the return is processed.

 7. Refunds

Where a refund is applicable, Pairsteps will process the refund using the original payment method where reasonably possible, subject to the payment provider's processing procedures.

The time taken for the funds to reflect may depend on the payment provider or financial institution.

Where applicable consumer law provides a specific remedy or choice of remedy, Pairsteps will comply with those requirements.

 8. Products Returned Without Prior Contact

Please contact Pairsteps before sending a product back.

Sending a product to an address that has not been authorised by Pairsteps may delay the return because the order may not be identifiable or the return may be sent to an incorrect location.

This does not remove or limit any statutory consumer rights.

 9. Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived under South African law.

Where this policy conflicts with a mandatory requirement of applicable law, the applicable law will prevail.

 10. Contact Pairsteps

For all return, refund, replacement or product-related enquiries:

Pairsteps
Email: [pairstepssa@gmail.com]
Phone:065 059 7941

Please include your order number whenever contacting us about an existing order.

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