Refund policy

Return & Refund Policy

Last updated: 24 June 2025
This policy applies to every purchase made through the StepMaster online store (www.stepmaster.gr).

1. Right of Withdrawal (14 days)

As an EU consumer you have the legal right to withdraw from the purchase contract within 14 calendar days from the day you—or a third party you named—received the product, without giving any reason.

How to exercise your right

  1. Email support@stepmaster.gr clearly stating that you wish to withdraw (you may optionally attach the EU model withdrawal form).

  2. Within 14 days of sending your withdrawal notice, ship the product back to our address.

2. Return Conditions

  • The product must be returned unused, complete and undamaged, with all accessories and in its original packaging.

  • You are liable for any diminished value caused by improper handling.

  • Return-shipping costs:

    • Standard withdrawal → paid by the customer.

    • Wrong or defective item → paid by StepMaster.

3. Exceptions

The right of withdrawal does not apply to:
• Equipment made to your specifications or clearly personalised.
• Sealed health/hygiene items that have been unsealed.
• Services that were fully performed before the withdrawal period expired.

4. Refund Processing

  • When: A refund is issued after we receive the product and complete an inspection confirming it is intact and fully functional.

  • Time frame: In any event, we will credit you within 14 days from the date the inspection is completed.

  • Method: The same payment method you used (e.g. card, Klarna). Klarna instalments already paid are refunded and the remaining instalments are cancelled.

  • Amount: We refund the full purchase price excluding return-shipping costs, which are borne by the customer.

5. Defective Products – Statutory Warranty

All products are covered by a 2-year legal conformity warranty. If the item is defective you are entitled to free repair or replacement; if that is impossible, you may request a price reduction or return the product for a full refund.

6. Procedure for Defective Items

  1. Email us with photos/videos of the defect.

  2. We will propose a solution (spare part, repair or replacement).

  3. All shipping costs in this case are covered by us.

7. Contact

N. Spanos & Co. G.P.
2 Seizani St., 142 31 Nea Ionia, Athens, Greece
Tel.: +30 210 220 5403 • Email: support@stepmaster.gr

8. Dispute Resolution

This policy is governed by Greek law; the Courts of Athens have exclusive jurisdiction. You may also use the EU ODR platform for alternative dispute resolution.

9. Amendments

Any changes to this policy will be published here with an updated effective date.