Refund policy
Refund & Return Policy
At HerStep, customer satisfaction is our priority. Please read our Refund & Return Policy carefully before placing your order.
Return & Exchange Eligibility
You may request a return or exchange within 3 to 5 days of receiving your order.
To be eligible, the product must:
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Be unused and in its original condition.
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Be returned in its original box and packaging.
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Have all tags, accessories, and invoices (if applicable).
Products that show signs of use, damage, or missing packaging may not qualify for a return or exchange.
Refund Policy
Refunds are only offered in the following situations:
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The product received is damaged, defective, or has a manufacturing fault.
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The ordered size is unavailable and we are unable to provide a replacement.
Refund Process
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The customer must first return the product to our office.
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Once we receive and inspect the returned item, we will notify you of the refund approval.
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If approved, a 100% refund of the product amount will be processed within 3–7 working days through the original payment method or bank transfer.
Please note that refunds will not be issued before the returned product is received and inspected.
Exchange Policy
We offer exchanges under the following conditions:
1. Wrong Size Selected by Customer
If you ordered the wrong size by mistake, we will gladly exchange it, provided the requested size is available.
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The customer will be responsible for the return and re-delivery shipping charges.
2. Change of Mind
If you wish to exchange the product due to a change of mind, we can process the exchange if the product is unused and in its original condition.
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The customer will be responsible for the return and re-delivery shipping charges.
3. Wrong Size Sent by Our Team
If we mistakenly send you the wrong size, we will exchange it free of charge.
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We will bear all delivery costs for the replacement.
Non-Returnable Items
Returns or exchanges will not be accepted if:
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The product has been used or worn.
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The product is damaged due to customer misuse.
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The return request is made after 3 - 5 days of delivery.
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The original packaging or shoe box is missing or severely damaged.
Delivery Time
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Major Cities: 2–4 working days.
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Other Cities & Remote Areas: 3–7 working days.
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During sales, public holidays, or unforeseen courier delays, delivery may take slightly longer.
Order Inspection
Customers are advised to inspect their order immediately upon delivery. If you receive a damaged, defective, or incorrect item, please contact us within 24 to 48 hours and share clear photos or a video so we can resolve the issue promptly.
Contact Us
For any return, exchange, or refund request, please contact our customer support before sending the product back.
WhatsApp: +92 326 1923 074
Email: info.herstep.pk@gmail.com
Office Address: Masson Road Lahore