PHYSICAL ITEM – RETURNS AND REFUNDS POLICY

for purchases made via thesoftstep.com

Last updated: 22 November 2025

1. About this policy

1.1. This Returns and Refunds Policy (“Policy”) applies to purchases made through thesoftstep.com, operated by Incubated ltd, trading as The SoftStep (“we”, “us”, “our”).

1.2. This Policy explains your rights and obligations when returning physical items purchased from our Website, and how refunds are processed.

1.3. This Policy should be read alongside our Website Terms & Conditions and does not affect your statutory rights under UK law.

2. Contact details

If you have any questions or would like to initiate a return, please contact us:

Email: [email protected]
Telephone: 020 8050 0204

3. Eligibility for returns

3.1. This Policy applies to all physical goods purchased via our Website.

3.2. If you are not satisfied with your purchase, you may return it in accordance with this Policy.

3.3. You have 30 days from the date of delivery to request a return.

4. Condition of returned items

4.1. To be eligible for a refund, items must be:

• Unused and in a new condition
• Undamaged
• Returned in original packaging (where applicable)
• Complete with any accessories or documentation

4.2. We reserve the right to refuse a refund or apply a partial refund if items show signs of use, wear, damage, or alteration.

4.3. All returned items will be inspected before a refund is approved.

5. Refunds

5.1. If your return is approved, we will issue a refund for the item.

5.2. Refunds will be made using the original payment method unless otherwise agreed.

5.3. We aim to process refunds within 7–10 working days after receiving and inspecting the returned item.

5.4. Original delivery charges will only be refunded where required by law or where the item is faulty (see section 7).

6. Return shipping costs

6.1. You are responsible for the cost of returning items unless they are faulty or incorrect.

6.2. We recommend using a tracked and insured delivery service, as we are not responsible for items lost or damaged during return transit.

7. Faulty, damaged, or incorrect items

7.1. If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery.

7.2. Please provide a description of the issue and, where possible, photographic evidence.

7.3. Where a fault is confirmed, we will:

• Offer a replacement; or
• Provide a full refund, including reasonable return postage costs

7.4. This is in addition to your statutory rights.

8. Your legal rights

8.1. Nothing in this Policy limits or excludes your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

8.2. Where there is any conflict between this Policy and applicable law, your statutory rights will take precedence.

9. Changes to this Policy

9.1. We may update this Policy from time to time.

9.2. The version in force at the time of your purchase will apply to your order.