Refund policy

Refund Policy
Last Updated: June 2026
At StepRugs, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
Order Cancellation
Orders may be cancelled within 24 hours after purchase.
If your order has not yet been processed or shipped, a full refund will be issued to the original payment method.
Once an order has been processed or shipped, it can no longer be cancelled. Customers may request a return after delivery in accordance with this Refund Policy.
To request an order cancellation, please contact us as soon as possible at:
Email: pulpfri1878k@outlook.com
Returns
Customers may request a return within 14 calendar days of receiving their order.
To be eligible for a return:
The item must be unused and in the same condition that you received it.
The item must be in its original packaging.
Proof of purchase or order confirmation must be provided.
The item must not show signs of wear, misuse, or damage caused by the customer.
Returns requested after the 14-day return period may not be accepted.
Return Shipping Costs
Customers are responsible for all return shipping costs.
Original shipping fees are non-refundable.
We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking information.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please include:
Order number
Photos of the item
Photos of the packaging
A description of the issue
After review, we may provide a replacement, partial refund, or full refund where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be processed to the original payment method within 5–10 business days.
Please note that processing times may vary depending on your bank or payment provider.
Non-Refundable Situations
Refunds may not be granted under the following circumstances:
Products returned after the 14-day return period.
Products returned without original packaging.
Used or damaged products caused by customer misuse.
Incorrect orders placed by the customer.
Delays caused by customs clearance, shipping carriers, weather conditions, or other circumstances beyond our control.
Shipping Information
Orders may be fulfilled from our warehouses located in the United States and/or China, depending on product availability and customer destination.
Estimated delivery times are provided for reference only and are not guaranteed.
Contact Information
Store Name: StepRugs
Company Name: Wylen Trade LLC
Business Address:
3011 Neal Ave
San Jose, CA 95128
United States
Email: pulpfri1878k@outlook.com
Customer Service Hours:
Monday – Friday
9:00 AM – 6:00 PM (PST)
Response Time: Within 24–48 business hours