Refund policy

Refund Policy

Effective Date: July 14, 2026

At StepnHang, every product is carefully handcrafted by skilled artisans. Due to the handmade nature of our products, each item is made with attention to detail and may feature slight variations in color, texture, size, or finish, making every piece unique.

Because our products are handmade, all sales are final. We do not accept returns, exchanges, or refunds unless an item arrives damaged, defective, or you receive the wrong product.

By placing an order on StepnHang.com, you acknowledge and agree to this Refund & Return Policy.

Handmade Products

Our products are individually handmade rather than mass-produced. As a result:

  • Slight variations in color, pattern, texture, weave, or dimensions are normal.
  • These natural characteristics are not considered defects.
  • Such variations reflect the authenticity and craftsmanship of handmade products.

These unique features are part of the product's character and are not eligible for return or refund.

No Returns or Refunds

Due to the custom and handmade nature of our products:

  • We do not accept returns for change of mind.
  • We do not offer refunds because you no longer want the item.
  • We do not accept exchanges for color, size, style, or personal preference.
  • We do not accept returns after the product has been delivered in good condition.

Please carefully review product descriptions, dimensions, materials, and photos before placing your order.

Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged during shipping,
  • Defective,
  • Missing parts, or
  • Different from the item you ordered,

please contact us within 48 hours of delivery.

To help us resolve your claim quickly, please include:

  • Your order number.
  • Clear photographs of the damaged product.
  • Photos of the shipping box and packaging.
  • A brief description of the issue.

Failure to report damage within 48 hours may affect our ability to process your claim.

Resolution for Approved Claims

After reviewing your claim, StepnHang may, at its sole discretion:

  • Send a replacement item.
  • Replace the damaged or defective part.
  • Issue a full or partial refund.
  • Offer store credit where appropriate.

The resolution provided will depend on the nature and extent of the issue.

Incorrect Orders

If we accidentally ship the wrong product, please notify us within 48 hours of delivery.

Once verified, we will arrange the appropriate solution at no additional cost to you.

Return Authorization

Do not return any product without receiving prior authorization from our Customer Support team.

Unauthorized returns may be refused and returned to the sender.

Order Cancellations

Orders may be cancelled only before production or processing has begun.

Once your order has entered processing, production, or has been shipped, it cannot be cancelled.

Refused or Undeliverable Shipments

If an order is returned because:

  • An incorrect shipping address was provided,
  • Delivery attempts were unsuccessful,
  • The shipment was refused, or
  • The package remained unclaimed,

any additional shipping or handling costs required for reshipment will be the customer's responsibility.

Limitation of Liability

StepnHang is not responsible for:

  • Normal variations found in handmade products.
  • Minor color differences caused by screen or monitor settings.
  • Damage resulting from improper use, cleaning, or storage.
  • Normal wear and tear.
  • Delays caused by shipping carriers or circumstances beyond our control.
  • Packages confirmed as delivered by the shipping carrier.

Policy Changes

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice.

Any changes will become effective immediately upon being posted on this page.

Contact Us

If you have questions regarding this policy or believe you have received a damaged, defective, or incorrect item, please contact us.

StepnHang

Address: 7901 4TH ST N STE 300 ST. PETERSBURG, FL 33702 United States

Email: support@stepnhang.com Phone: +1 (646) 382-9371

Customer Support Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (ET)

We take pride in the quality and craftsmanship of every handmade piece and are committed to resolving any genuine product issues promptly and fairly.