Refund & Returns Policy

Last updated: 2025

We want you to feel completely confident shopping with KissSteps™. This Refund & Returns Policy explains how we handle returns, complaints, and refunds for orders placed on our website.

This policy applies in addition to (and does not limit) your consumer rights under applicable consumer protection laws, including laws in the European Union and Poland.

1. Returns for change of mind (withdrawal from the contract)

Under EU regulations, you have the right to withdraw from the contract within 14 days of receiving your order, without providing a reason.

A return is possible if the product:

• has not been used,
• is in its original condition,
• is packaged in its original packaging (where reasonably possible).

How to request a return

Email us and include:

• your full name,
• your order number,
• the product(s) you want to return,
• a clear statement that you are withdrawing from the contract.

After we receive your request, we’ll send you the next steps and return instructions.

Return shipping cost

For change-of-mind returns, the return shipping cost is paid by the customer. We recommend using a tracked/registered shipping method and keeping proof of postage until the refund process is complete.

2. Damaged, defective, or incorrect items

If the item you received:

• arrived damaged,
• has a defect, or
• doesn’t match your order,

please contact us as soon as possible — ideally within 14 days of delivery.

In your email, please include:

• your full name,
• your order number,
• a description of the issue,
• clear photos of the product and the packaging.

If we confirm a defect or an error on our side, we will offer either:

• a replacement, or
• a full refund.

If a return is required, we will provide instructions. In these cases, the customer is not responsible for return shipping costs.

3. Condition of returned items

To be accepted, the returned item must:

• show no signs of use,
• not be damaged due to customer handling,
• be complete and in a condition suitable for resale.

If an item is returned in an unsuitable condition, we may:

• refuse the refund, or
• offer a partial refund.

We will always communicate our decision clearly and transparently.

4. Exchanges

At this time, we do not offer an automatic exchange system.

If you’d like a different variant of a product:

• Request a return following the process above, and
• place a new order for the desired variant.

This helps ensure faster processing and accurate stock availability.

5. Items excluded from returns

For hygiene or safety reasons, we may refuse a return if:

• The product has been heavily used,
• it shows signs of improper use,
• It has been modified.

This does not affect your rights if the product is defective or not as described.

6. Refund processing time

After we receive your return:

• inspection takes up to 5 business days,
• Once approved, refunds are issued to the original payment method.

Depending on your bank or payment provider, the funds typically appear within 5–10 business days. We will notify you by email when the process is completed.

7. Consumer rights

This policy does not limit any rights you may have under applicable consumer protection laws in Poland and the European Union, including your right to make a complaint about goods that are not in conformity with the contract.

8. Contact

If you have questions about returns, complaints, or refunds, please contact us via our Contact page or the email address listed on our website.