Buying through Amazon
Step Balance products are sold in our official Amazon stores. Orders, delivery and returns are handled by Amazon under its returns policy for your country, which normally allows you to return an item within 30 days. Start a return from your Amazon account.
Your legal rights
When you buy from an official Step Balance store, Step Balance is the seller and you have a legal guarantee of conformity from us. It is free of charge, and nothing on this page limits it.
- European Union: at least two years from delivery. A fault that appears during the first year is presumed to have been there at delivery, and some countries give you longer.
- Spain: three years from delivery for goods delivered since 1 January 2022. A fault that appears during the first two years is presumed to have been there at delivery.
- United Kingdom: under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days, and after that ask for a repair, replacement or refund within the time limits set by UK law.
If a product is faulty or not as described, you are entitled to have it repaired or replaced, or, if that is not possible, to a price reduction or a refund.
Faults and defects
If a Step Balance product has a defect in materials or workmanship, contact us and we will put it right in line with your legal rights. Examples include stitching or bonding that comes apart, a seam or knit that fails, or a roller or ring that breaks under normal use.
What the legal guarantee does not cover
- Normal wear and tear from regular use, such as cushioning that flattens over many months or fabric that pills.
- Damage from accidents, misuse, or care that does not follow the care instructions.
- Items you no longer want: use Amazon's return window for that.
If you bought a Step Balance product from another seller, your legal guarantee is with that seller, so contact them first. We are always happy to help with questions about the product itself.
How to contact us
Email support@stepbalance.com with your Amazon order number, the product, and photos of the problem. We reply within two business days.
More on your rights: Your Europe: guarantees and returns. See also Product Care and Where to buy.