Refund Policy
Effective date: 15/1/2026
Contact: safestepguardian@gmail.com
Website: safestepguardian.com
This Refund Policy explains how returns, exchanges, refunds, and replacements work for Step Guardian products. It should be read together with our Terms of Service.
1) 30-Day Right Fit Guarantee (Sizing Returns)
Eligible within 30 days of delivery
If your Step Guardian insoles are untrimmed and do not fit correctly within 30 days of delivery, you may choose one of the following options:
Option A — Size Exchange
We send you a replacement size.
You return the original pair and cover return shipping.
We cover shipping for the replacement pair.
Option B — Refund (Product Price Only)
Return the untrimmed insoles in original condition.
Once received and inspected, we refund the product price.
Why “untrimmed” is required
Once an insole is cut to fit a shoe, it becomes a custom item and cannot be resold. For hygiene and safety reasons, trimmed insoles are not eligible for return, exchange, or refund.
Important: Please confirm fit using our Size Guide before trimming.
2) 90-Day Craftsmanship Guarantee (Defects)
If your Step Guardian insoles develop a genuine manufacturing defect within 90 days of delivery, we will replace them free of charge.
Examples of covered defects
AirTag compartment failure
Manufacturing flaws
How to claim
Email safestepguardian@gmail.com with:
Your order number, and
A clear photo (or short video) showing the issue
Not covered
Normal wear from daily walking
Damage from washing machines, dryers, or heat
Accidental damage, misuse, or modification
3) What We Do and Do Not Control (AirTag Disclaimer)
Step Guardian products are designed to hold an Apple AirTag, but Apple AirTag and the Find My network are third party systems that we do not control.
We cannot guarantee:
AirTag performance
Find My network coverage
Apple software behavior or updates
AirTag battery life
iPhone, iCloud, or account related issues
Apple AirTags are covered under Apple’s own warranty and policies.
4) Return Conditions
To be eligible for a return under the 30-Day Right Fit Guarantee, items must be:
Requested within 30 days of delivery
Untrimmed
In original condition
Free from signs of extended use, damage, or misuse
We reserve the right to refuse returns that show clear signs of extended wear or abuse.
5) Fees and Shipping Rules
Original shipping fees are non-refundable (unless required by law).
Return shipping is the customer’s responsibility, unless the item is confirmed defective under the 90-Day Craftsmanship Guarantee.
If an exchange is approved:
You pay return shipping for the original pair
We pay shipping for the replacement pair
6) Refund Processing Time
Refunds are processed within 5 to 7 business days after the returned item is received and inspected.
Your bank or payment provider may take additional time to post the funds.
7) Items Not Covered
Trimmed insoles (custom items)
Products damaged due to misuse, heat, washing, or modification
Products purchased from unauthorized sellers
Any issue caused by AirTag, Find My network, phone/iCloud settings, or Apple software/battery
8) How to Start a Return or Exchange
Email safestepguardian@gmail.com with:
Your order number
Whether you want Option A (Exchange) or Option B (Refund)
A short note about the sizing issue
A photo of the insoles (optional, but helps speed things up)
We’ll reply with return instructions and the next steps.
9) We’re Here to Help
We’re a small team and we care about the families we serve. If something feels off with your order, reach out and we’ll work with you to find a fair solution.
safestepguardian@gmail.com
Real people. Real replies. Usually within a few hours.