Return & Refund Policy

At Moving Steps™, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, and we offer a 60-day guarantee to ensure your happiness. If you are not satisfied with your purchase for any reason, please contact us at support@movingsteps.life.

Cancellation Policy

Please note that any changes or cancellations to an order must be made within 24 hours of placing the order. After this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase. If you do cancel your order within 24 hours, we will process your refund within 10 business days.

Returns and Refunds

We offer a 60-day return policy for unused items that are returned in their original packaging. However, we do not issue refunds for items that have been used, worn, or damaged through normal use or misuse. If you return an item that is not approved by our team, without a valid reason, or is outside the 60-day window, we reserve the right to charge a restocking fee of 30% of the purchase price.

Common Return Reasons and Solutions

1. Defective/Manufacturing Defects/Quality Issues
   -If the product is defective or has quality issues, we will send you a replacement pair free of charge.

2. Doesn't Fit Me (Wrong Size/Color Ordered)
   -You have a free exchange for 60 days. We will send you a replacement pair free of charge. Shoes are not required to be returned and are encouraged to be donated to charity. 

3. Changed Opinion (Item No Longer Desired)
   -You may exchange to another product with the same/lower price than the current item. We will send you a replacement pair free of charge. You may also return the item but you are responsible for return shipping fees. 

4. Wrong Item Received (Wrong/Missing Item from the Package)
   -You have a free exchange for 60 days. We will send you a replacement pair free of charge. Shoes are not required to be returned and are encouraged to be donated to charity. 

5. Parcel Damaged on Arrival
   -If your package arrives damaged, we will send you a replacement pair free of charge.

6. Incorrect Shipping Information Provided
   -Please double-check your shipping information when placing orders. If you need to update your shipping details, contact us immediately to assist with corrections.

7. Other (Please Specify in Additional Notes)
   -Please contact us directly, and we will work with you to resolve the issue.

How to Return Your Order

If you need to return all or part of your order, please follow the steps below:

1. Contact Us: Email us at support@movingsteps.life within 60 days of receiving your order to request a return. Please include your order number and the reason for the return.

2. Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address in Singapore. (Please Note: Return will be canceled after 14 days from the time accepted if no response.)

3. Prepare Your Return: Securely pack the product(s) in the original packaging, including all accessories and items that came with it.

4. Ship the Return: Send the package to the return address provided and share the tracking number with our customer service team.

5. Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5 days using the original payment method.

We do not issue refunds for items that have been used, worn, or damaged through normal use or misuse.

All refunds are processed in the currency that you've paid in your original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Damaged Items

We take great care in packaging our products to prevent damage during shipping. We consider an item damaged if it has a defect or if the product is physically broken. Damaged packaging that occurred during shipping such as dented boxes, etc. with a product in good condition is not considered damage.

If your product was damaged during transit, please:

1. Take clear photos of the damaged item on a flat surface where the defect and label are visible.
2. Email the photos and a description of the issue to support@movingsteps.life within 5 days of receiving your order.

We will send a replacement product free of charge. If a second defect occurs, we will issue a full refund.

 

Shipping and Delivery

While we strive to deliver your order in a timely manner, we cannot be held responsible for any shipping or delivery delays that are outside of our control, including those caused by the courier, customs, or other factors and issues that may occur during shipping. If you experience any problems with your delivery, please contact the courier directly for assistance. We are not responsible for any lost, stolen, or delayed packages.
 

Fraud Prevention

To protect against fraudulent activity, we verify all billing and shipping addresses to ensure they match the information on file with the payment processor. We also monitor all transactions for suspicious activity and may request additional information from the customer to verify the transaction. If we suspect fraudulent activity, we reserve the right to cancel the transaction and notify the customer immediately. 

Please note that we reserve the right to modify this Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use Moving Steps™ products, customers are indicating their acceptance of this Return & Refund Policy.