Return & Refund Policy

Last updated: July 18, 2026

At PuffStep, we want every customer to feel confident when shopping with us. If you are not fully satisfied with your purchase, you may request a free return or refund within 30 days of receiving your order, subject to the conditions outlined below.

1.1 Return Period

You have 30 calendar days from the date your order is marked as delivered to request a return.

Return requests submitted after the 30-day period may not be accepted unless required by applicable consumer protection law.

1.2 Return Eligibility

To qualify for a return, the product should:

• Be unused, unworn, and in its original condition.
• Be returned with its original packaging, labels, and included accessories.
• Be free from dirt, stains, odors, damage, or signs of extended use.
• Include valid proof of purchase from puffstep.shop.

Because slippers and footwear are personal-use products, items that show signs of wear may not be eligible for return unless they arrived damaged, defective, or incorrect.

1.3 Free Returns

PuffStep provides free eligible returns within the 30-day return period.

To begin a return, contact us at support@puffstep.shop before sending the item. Our team will review your request and provide the appropriate return instructions.

Do not send products back without contacting us first. The return address may vary depending on the product and fulfillment location. Unauthorized returns may be delayed, refused, or sent to an incorrect facility.

1.4 Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If you receive an item that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Your message should include:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the product and packaging.
• A photograph of the shipping label, when available.

After reviewing the request, we may offer a replacement, refund, or another appropriate solution at no additional cost.

1.5 Exchanges

The fastest way to receive a different product, color, or size is to contact our customer support team. Depending on product availability, we may arrange an exchange or ask you to return the original item and place a new order.

Exchange items remain subject to availability and the eligibility requirements of this policy.

1.6 Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used during checkout. The time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

Original shipping charges are not deducted because PuffStep provides free worldwide shipping. Eligible return costs are also covered under our free return policy.

1.7 Order Cancellations

If you need to cancel or change an order, contact us immediately at support@puffstep.shop.

We will make a reasonable effort to assist you. However, once an order has entered processing or has been shipped, cancellation may no longer be possible. In that case, you may request a return after receiving the order.

1.8 Non-Returnable Items

The following items may not qualify for return:

• Items returned after the 30-day return period.
• Products showing signs of wear, misuse, washing, alteration, or accidental damage.
• Products returned without their original packaging or required components.
• Items not purchased directly from puffstep.shop.
• Products marked as final sale, where permitted by law.

These restrictions do not affect your rights regarding products that arrive damaged, defective, or incorrect.

1.9 Contact for Returns

Email: support@puffstep.shop
Phone: (216) 318-0770

Mailing address:

PuffStep
9830 3e Rue
Montréal, QC H1C 1C6
Canada