Refund policy

Return, Refund & Exchange Policy

At ZUZU Steps, please check your order upon delivery and contact us if you receive an incorrect or damaged item.

Wrong Colour, Wrong Size or Damaged Product

We accept returns and refund requests if:

• We send a colour different from the one you ordered.

• We send a size different from the one you ordered.

• Your product arrives damaged.

Please contact us through our Contact page with your order number, a description of the issue and clear photos of the product and packaging. Once the issue is verified, we will arrange an eligible return, replacement or refund. ZUZU Steps will cover the delivery charges for errors made by us or products that arrive damaged.

Size or Colour Exchanges

If you receive the size and colour you ordered but would like to change either, you may request an exchange, subject to availability.

You must pay the delivery charges for returning the original item and sending the replacement. Items must be unworn, unused and returned in their original packaging.

Change-of-Mind Refunds

We do not offer refunds for a change of mind, personal preference or selecting the wrong size or colour when placing your order. You may request a size or colour exchange under the conditions above.

Refund Processing

Approved refunds will be issued to the original payment method after the returned item has been received and inspected. The time taken for the refund to appear depends on your payment provider.

How to Request a Return or Exchange

Contact us before sending any item back. Include your order number and explain whether you received an incorrect or damaged product, or would like a size or colour exchange. We will provide the next steps and any applicable delivery charges.

This policy does not limit any rights available under applicable consumer protection laws.