Refund policy

Return Policy

At Qyla Step, we want you to feel complete relief and cushioning in every step. If a pair does not match your foot width, arch profile, or sizing needs, we offer a comprehensive return window. Due to direct skin contact, barefoot wear, and tread preservation standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The footwear must be completely unworn outdoors, unwashed, and in its original, brand-new condition.
  • Sole & Tread Cleanliness Notice: Footwear must be tried on indoors on clean, carpeted flooring only. We strictly cannot accept shoes or slides showing dirty outsoles, gravel indentations, outdoor scuffs, heel compression creases, or carpet lint embedment.
  • Footwear must be 100% free of foot odor, skin flakes, sock lint, perspiration marks, or pet hair.
  • All original packaging, branded shoe boxes or sealed zipper polybags, sizing tags, plastic hook hangers, and paper shoe shapers must remain fully intact and included in the return parcel.
  • Items showing signs of outdoor pavement wear, footbed sweat staining, or missing original packaging will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing parcel insurance, as Qyla Step cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@qylastep.store within 30 days of delivery. Please include your order number, footwear model, ordered size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a shoe size, colorway, or delivery address), contact us immediately at support@qylastep.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our footwear quality inspection team will examine each pair to verify compliance with our return conditions (immaculate outsoles, pristine footbeds, zero foot odor, attached tags, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@qylastep.store for further assistance.