Refund policy

StepGuard Return & Refund Policy

We want you to feel confident with your StepGuard purchase. If you experience an issue with your order, please contact our support team so we can review your request and help you as quickly as possible.

1. Return Request Period

Customers must contact us within 14 days of delivery regarding any issue with their order or to request a return review.

The date your email request is received will be considered the official request date.

2. Conditions for a Return

A return may be considered only if:

  • The item is unused and in perfect condition

  • The item is in its original packaging

  • A proof of purchase or order number is provided

  • The request is submitted within 14 days of delivery

  • The return is approved by our support team after review

3. Return Process

Before sending back any item, you must contact us first by email.

Contact: contact@stepguard.com

Please include your order number and the reason for your request.

Returns sent without prior written confirmation and return instructions will not be accepted or processed.

After reviewing your request, our support team will provide return instructions and confirm the return address if approved.

4. Damaged or Faulty Items

If your StepGuard Handrail arrives damaged or defective, please contact us within 48 hours of delivery by email.

Please include:

  • Your order number

  • Clear photos of the product

  • Clear photos of the packaging

  • A short explanation of the issue

After review, we may offer either a replacement or a refund, depending on the situation.

5. Refunds

After receiving and inspecting an approved returned item, refunds will be processed within 5–10 business days using the original payment method.

Please note that your bank or payment provider may require additional time to make the funds available in your account.

6. Cancellations and Order Changes

Once an order has been placed, it may not be possible to cancel or modify it.

Orders are processed quickly and transferred to our shipping partners without delay. For this reason, we are unable to guarantee changes or cancellations once an order is confirmed.

7. Non-Returnable Situations

Returns requested for reasons unrelated to a product defect, shipping damage, or an error on our part may be refused.

The following situations are not considered product defects:

  • Incorrect size selection

  • Installation on an unsuitable surface

  • Improper installation

  • Damage caused during installation

  • Misuse, accidents, or unauthorized modifications

  • Normal wear and tear

  • Change of mind after the product has been used or installed

8. Installation Responsibility

StepGuard Handrails are designed for home safety support, but proper installation is important.

Customers are responsible for ensuring the product is installed on a suitable surface and according to the provided instructions. If you are unsure whether your surface is suitable, we recommend consulting a qualified professional before installation.

9. Contact Information

For any return, refund, or order issue, please contact us at:

contact@stepguard.com

Please include your order number so we can assist you faster.

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