Returns
Please contact us first
Before you send anything back, please email us at elevstep.official@gmail.com with your order number and a short note on what is wrong. Often we can find a solution together without a return. This does not affect your right of withdrawal.
Your 14-day right of withdrawal
You can withdraw from your purchase within 14 days of receiving it, without giving any reason. The full terms and the model withdrawal form are in our Right of Withdrawal. We do not offer a voluntary return policy beyond this right.
How to return an item
- Tell us within 14 days of receiving your order that you are withdrawing, ideally by email with your order number.
- Send the goods back no later than 14 days after telling us, to: Glowy Zone, Hollandweg 9, 25421 Pinneberg, Germany.
- You pay the direct cost of the return shipment. Please keep your proof of postage; a tracked shipment is best.
Refunds
We refund the purchase price without undue delay, and no later than 14 days after we receive your withdrawal, to the payment method you used. We may hold the refund until the goods have arrived back with us or you have shown that you sent them.
You may examine the insoles the way you could in a shop, for example by trying them on. You only have to pay for a loss in value if it results from handling beyond that, such as wearing them outdoors for a longer time.
Damaged, faulty or wrong items
In this case your statutory warranty rights apply. Email us your order number and, if possible, a photo. We cover the cost of returning faulty or wrongly delivered goods.