Refund policy

Last updated: June 24, 2026

STEPYXIS products are produced on demand after an order is placed. Because we do not maintain conventional finished-goods inventory, returns, exchanges, cancellations, replacements, and refunds are subject to the conditions below.

Nothing in this policy excludes, restricts, or limits any consumer right or remedy that cannot legally be excluded under applicable law.

1. MADE-TO-ORDER PRODUCTS

STEPYXIS operates through a print-on-demand production model. Each item is produced according to the product, size, color, quantity, and shipping information selected at checkout.

Before completing an order, customers are responsible for reviewing:

• The selected product and garment type.
• The selected size, color, and quantity.
• The applicable product description and size chart.
• The billing and shipping information.
• Any disclosed production notes, measurement tolerances, and shipping estimates.

2. DAMAGED, DEFECTIVE, MISPRINTED, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, contains a manufacturing or printing defect, or differs materially from the product ordered, contact STEPYXIS within 14 days of the recorded delivery date.

This 14-day reporting period applies to requests submitted under this policy and does not limit any longer period or remedy that must be provided under applicable law.

Send your claim to:

SUPPORT@STEPYXIS.COM

Your claim should include:

• Your order number.
• Your full name and the email address used for the order.
• A clear description of the issue.
• Clear photographs showing the entire item.
• Close-up photographs showing the specific damage, defect, or error.
• A photograph of the shipping label or packaging when relevant.

We may request additional photographs, measurements, packaging information, or other documentation reasonably necessary to verify the issue with our production or fulfillment partner.

After reviewing an eligible claim, STEPYXIS may provide an appropriate remedy, which may include:

• A replacement or reprint of the affected item.
• A refund for the affected item.
• Another remedy required by applicable law.

Unless reasonably necessary, do not discard, alter, wash, wear, repair, or return the affected item while the claim is under review.

A physical return is generally not required for a verified production defect. However, STEPYXIS reserves the right to request a return or additional evidence when reasonably necessary and permitted by law.

3. NORMAL PRODUCT VARIATIONS

Because STEPYXIS products are produced on demand, minor production variations may occur.

The following do not ordinarily qualify as defects when they remain within the disclosed product specifications or manufacturing tolerances:

• Slight differences in print placement, alignment, scale, or positioning.
• Slight differences between colors displayed on a screen and the physical product.
• Minor variations associated with printing, curing, stitching, cutting, garment construction, or manufacturing.
• Natural variations in garment-dyed fabric, fabric texture, dye distribution, or garment finish.
• Measurements that fall within the size tolerance stated on the applicable product page.

This section does not exclude claims involving a material manufacturing error, significant defect, incorrect product, or item that does not reasonably match the confirmed order.

4. CHANGE-OF-MIND RETURNS AND SIZE EXCHANGES

Except where required by applicable law, STEPYXIS does not accept returns, exchanges, or refunds for non-defective made-to-order products for reasons including:

• The customer changed their mind.
• The customer selected the wrong size, color, style, or quantity.
• The delivered size matches the size ordered but does not fit as expected.
• The customer no longer wants or needs the product.
• The customer expected a different appearance but no material production defect is present.
• The order was placed accidentally but entered production before cancellation was confirmed.

Please review the product description and size chart before ordering. Product measurements may vary within the tolerance stated on the applicable product page.

Where mandatory consumer law provides a right to cancel, withdraw from, return, replace, repair, or receive a refund for a purchase, STEPYXIS will honor that right.

Customized or personalized products may be excluded from certain withdrawal or change-of-mind rights where permitted by applicable law.

5. ORDER CANCELLATIONS AND CHANGES

Contact SUPPORT@STEPYXIS.COM immediately if you need to request an order cancellation or change.

Submitting a request does not guarantee that an order can be changed or canceled.

Orders may be transferred to production shortly after payment is completed. Once an order has entered production, we generally cannot:

• Cancel the order.
• Change the product, size, color, or quantity.
• Change the design or print configuration.
• Change the shipping method.
• Guarantee correction of the shipping address.

An order is not canceled or modified unless STEPYXIS confirms the cancellation or modification in writing.

If STEPYXIS or its fulfillment partner cannot produce an ordered item, we may cancel the affected item and issue a refund to the original payment method.

6. SHIPPING ADDRESS ERRORS

Customers are responsible for providing a complete and accurate shipping address at checkout.

STEPYXIS is not responsible for delivery failure, loss, delay, or additional costs caused by an incorrect, incomplete, outdated, or undeliverable address supplied by the customer, except where responsibility cannot legally be excluded.

If an order has not entered production, we may attempt to correct the address, but correction is not guaranteed.

If a package is returned because of an address error, failed delivery attempt, refusal, or failure to collect the shipment, the customer may be responsible for:

• Reshipping costs.
• Address-correction charges.
• Carrier or handling charges.
• Additional production costs if the original item cannot be reshipped.

A refund or free replacement is not guaranteed when delivery failure results from inaccurate or incomplete information supplied by the customer.

7. LOST, DELAYED, OR MISSING PACKAGES

Production and shipping estimates are not guaranteed delivery dates.

If tracking has not updated, a package appears lost in transit, or an order has not arrived, contact SUPPORT@STEPYXIS.COM promptly.

Claims concerning an undelivered order should be submitted no later than 30 days after the estimated delivery date.

We may require the customer to:

• Confirm the complete shipping address.
• Check with household members, neighbors, building staff, reception areas, or mailrooms.
• Contact or check with the local carrier or delivery office.
• Wait until the carrier’s investigation or reasonable delivery period has ended.
• Provide information or documentation required for a carrier or fulfillment claim.

If tracking shows that a package was delivered to the address provided at checkout, a refund or replacement is not automatic. STEPYXIS will review the available tracking information and relevant circumstances.

STEPYXIS is not responsible for theft, loss, or damage occurring after confirmed delivery, except where applicable law requires otherwise.

8. UNAUTHORIZED RETURNS

Do not send products to STEPYXIS, Shopify, a production facility, or an address shown on a shipping label unless STEPYXIS has provided written return instructions.

Addresses shown on packages may belong to production, fulfillment, or logistics providers and may not be authorized customer-return locations.

Unauthorized returns may be refused, lost, destroyed, or returned to the sender. STEPYXIS cannot guarantee a refund, replacement, credit, or recovery of an unauthorized return.

Original shipping charges and unauthorized return-shipping charges are generally non-refundable, except where required by law or where the return resulted directly from a verified STEPYXIS fulfillment error.

9. REFUND PROCESSING

Approved refunds are generally issued to the original payment method used for the order.

STEPYXIS cannot redirect an approved refund to a different card, account, person, or payment method.

After STEPYXIS issues a refund, the customer’s bank, card issuer, or payment provider may require additional processing time before the funds appear.

Original shipping charges, return-shipping charges, customs duties, import taxes, currency-conversion costs, and other external charges are generally non-refundable unless:

• The refund is required by applicable law.
• The charge resulted directly from a verified STEPYXIS error.
• STEPYXIS expressly confirms otherwise in writing.

If only part of an order is affected, any refund, replacement, or other remedy may be limited to the affected item.

10. SALE ITEMS, PROMOTIONS, AND GIFT CARDS

Made-to-order sale and promotional items are subject to the same eligibility requirements stated in this policy.

Discounts, promotional codes, and special offers generally cannot be applied after an order has been completed.

Gift cards and store credits are non-refundable and cannot be redeemed for cash, except where required by applicable law.

11. DUPLICATE, ABUSIVE, OR FRAUDULENT CLAIMS

STEPYXIS may deny a claim when reasonably supported by evidence that the claim:

• Contains false, incomplete, or misleading information.
• Uses altered, unrelated, duplicated, or insufficient evidence.
• Duplicates a previously resolved refund, replacement, carrier claim, or payment dispute.
• Results from intentional damage, misuse, improper care, unauthorized alteration, or ordinary wear.
• Forms part of repeated, excessive, or abusive refund activity.

STEPYXIS may restrict future orders or account access where reasonably necessary to prevent fraud, abuse, chargeback misuse, or repeated policy violations.

If a payment dispute or chargeback is opened, STEPYXIS may provide relevant order, payment, delivery, tracking, communication, policy, and claim records to Shopify, payment processors, card networks, banks, fulfillment providers, and other authorized parties.

12. CONSUMER RIGHTS

This policy applies to the maximum extent permitted by applicable law.

Nothing in this policy excludes, restricts, or modifies any warranty, consumer guarantee, statutory remedy, withdrawal right, or other legal right that cannot lawfully be excluded, restricted, or modified.

If any provision of this policy conflicts with mandatory law applicable to a purchase, the mandatory law will control only to the extent of that conflict.

13. POLICY CHANGES

STEPYXIS may update this Refund Policy to reflect changes in our products, production model, fulfillment arrangements, store operations, platform requirements, or applicable law.

The updated version will be posted on this page with a revised “Last updated” date.

The policy in effect when an order is placed will generally apply to that order, except where a change is required by law.

14. CONTACT

To report an order problem or request review under this policy, contact:

STEPYXIS LLC
Email: SUPPORT@STEPYXIS.COM

Please include your order number and all supporting information when contacting us.