1. Overview and Legal Framework
This Refund and Return Policy governs purchases made on Stepfreshmat , operated as an independent brand under sole proprietorship from Singapore, serving international clients including the European region.
Operating Address: 50 KALLANG PUDDING ROAD #03-06, Singapore (349326)
Customer Support Email: entrance@stepfreshmat.com
Contact Telephone: 65+85113584
2. Right of Withdrawal and Returns (European Consumer Protection)
In compliance with European consumer protection regulations, customers residing within the European region possess statutory rights regarding cancellations and returns.
14-Day Right of Withdrawal: You are entitled to cancel and return your order within 14 days from the day you, or a designated third party, acquire physical possession of the goods, without stating any reason. To exercise this right, you must notify our customer support team via email at entrance@stepfreshmat.com before the expiration of the 14-day period.
Return Address for European Customers: Where physical returns are applicable under the withdrawal right, items must be shipped back to our operating address: 50 KALLANG PUDDING ROAD #03-06, Singapore (349326).
3. Damaged, Defective, or Flawed Items
If you receive items that arrive damaged or possess visible flaws, you may contact our customer support team via email within a reasonable timeframe, providing photographic evidence of the issue.
Upon verification of the submitted photographic evidence, we will process a full refund or a replacement dispatch without requiring the physical return of the damaged item (simply providing photographic proof is sufficient).
4. Refund Processing and Payment Methods
Refund Execution: Once a return is received and inspected, or upon successful verification of photographic evidence for damaged goods, approved refunds will be processed.
Payment Method Compatibility: Refunds are issued back through the original payment method utilized during checkout on [www.stepfreshmat.com]. We support standard payment methods including major credit and debit cards (Visa, Mastercard, and American Express), as well as digital wallets and payment options such as Apple Pay and Google Pay.