RETURN & REFUND POLICY 

We want you to love your SBST purchase, but if for any reason you don’t, we’re here to help. This policy explains our return, exchange, and refund rules, and what to do if you receive a defective or incorrect product.

14-Day Return Policy (Change of Mind – Consumers): If you made a purchase as a consumer (for personal use, not as a business), you have the right to cancel your purchase and return item(s) within 14 days of receiving your order. To exercise this right, you must inform us within 14 days of delivery. The easiest way is to email stepbystepthreads@gmail.com with your order number and a short statement that you wish to return some or all items. After notifying us, you have another 14 days to ship the items back to us.

Condition of returned items: You may inspect and try the product as you would in a physical store. However, items must be returned in unused, clean, and saleable condition, ideally with tags and original packaging. If an item is returned in a condition that reduces its value (for example, worn, stained, washed, missing tags), we may reduce the refund amount accordingly.

Return Shipping Costs: The customer is responsible for the cost of returning items to us for a refund. We do not offer free returns by default and we do not provide return labels unless explicitly stated. Please do not send returns cash on delivery (COD) or with postage due — such packages will be refused.

Refund Process: Once we receive and inspect your return, we will process your refund. Refunds are issued within 14 days from the day you informed us about the return, but we may wait until we receive the return or proof of shipment. Refunds go back to the original payment method. If you returned the entire order, we also refund the outbound shipping cost up to the cost of the least expensive delivery option we offer.

Exceptions – When returns are not accepted: Returns are not accepted (unless defective) for:

• personalized or custom-made items,

• hygiene-sensitive items with broken seals (where applicable),

• items that are clearly worn or damaged due to misuse.

Exchanges: The fastest way to exchange is to place a new order for the desired item and return the original for a refund. If you prefer, contact us first and we will try to help if stock is available.

Non-collection / Refusal of Delivery: If you refuse delivery or fail to collect a shipment (including refusing to pay import duties/taxes for international orders), this is not treated as a normal return. We do not refund orders that are returned to us due to the customer’s failure to pay import charges or to collect the shipment. If the package returns to us, we may deduct return shipping fees and any other costs we incurred, or refuse a refund altogether in cases of outright refusal.

Defective or Incorrect Products (Warranty Claims): If you receive a defective item or the wrong product, contact us as soon as possible at stepbystepthreads@gmail.com or +48 514455401. Please include your order number, a description of the issue, and photos if possible. If the complaint is valid, we will offer a replacement, repair, or refund and cover reasonable shipping costs.

Return Address:
SBST Sp. z o.o.
Dożynkowa 15
62-510 Konin, Wielkopolska
Poland

Contact:

• Email: stepbystepthreads@gmail.com

• Phone: +48 514455401

• Instagram: @stepbystepthreads

• Address: Dożynkowa 15, 62-510 Konin, Wielkopolska, Poland