Refund policy

Refund Policy

Last updated: October 30, 2026

Thank you for shopping at StepnHang. We want you to understand our return and refund rules clearly before you order. This Refund Policy applies to purchases made on https://stepnhang.com.

StepnHang accepts returns only in the limited cases described below. If you change your mind, no longer want the item, ordered the wrong size/color/style yourself, found a better price elsewhere, or want to return for any other reason that is not our wrong dispatch or a defective product, we do not accept the return.

Handmade rugs may show slight natural variations in color, pattern, texture, weave, or dimensions. Those characteristics are part of authentic craftsmanship and are not considered defects.

When returns are allowed

You may request a return within 14 days of delivery only if one of the following applies:

  • Wrong dispatch: We sent the wrong item or an incorrect order from our side
  • Defective product: The item arrives defective or damaged in a way that is not caused by misuse, normal wear, or mishandling after delivery

The 14-day window starts on the date the order is marked delivered by the carrier (or the date you receive it, if earlier and verifiable).

How to start a return request

  • Email support@stepnhang.com within 14 days of delivery
  • Include your order number and a short description of the issue
  • Attach clear photo proof and video proof of the product and packaging showing the wrong item or defect
  • Requests without photo and video proof cannot be approved
  • Do not ship an item back until we confirm approval and provide return instructions

What happens after you contact us

  • We will review your request and supporting proof
  • If approved, we will email a return authorization and shipping instructions
  • For verified wrong-dispatch or defective items, we will arrange a replacement or a refund to your original payment method
  • For approved cases caused by our error or a verified product defect, we will cover reasonable return shipping
  • Returned items should be unused (except as needed to identify the defect), in original packaging when possible, and include all original components

Not eligible: we do not accept these returns

  • Change of mind (you no longer want the item, found a better price elsewhere, etc.)
  • Returns for any other reason that is not wrong dispatch by StepnHang or a defective product
  • Wrong size, color, style, or product chosen by the customer
  • Items returned without prior approval
  • Items returned without photo and video proof
  • Requests submitted more than 14 days after delivery
  • Damage or issues caused after delivery by normal wear, misuse, accidents, or mishandling
  • Items that are incomplete, heavily used beyond inspection of a claimed defect, or returned in unsellable condition for reasons unrelated to a verified defect or wrong dispatch
  • Natural handmade variations in color, pattern, texture, weave, or size

Cancel before shipping

  • If your order is still being processed and has not yet shipped, contact us as soon as possible
  • We can usually cancel unshipped orders for a full refund to your original payment method
  • Once an order has shipped, cancellation is no longer available and the return rules above apply

Refunds

  • Once an approved return is received and inspected, refunds are issued to the original payment method within 7 business days
  • You will receive an email confirmation when your refund is processed
  • Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement
  • Shipping fees are generally non-refundable except for approved wrong-dispatch or defective-product cases where we agree to cover return shipping, or where we cancel an order before it ships

Exchanges / replacements

  • Where stock allows, we may offer a replacement for verified wrong-dispatch or defective items instead of a refund
  • If the same item is unavailable, we will offer a suitable alternative or a refund

Late or missing refunds

If you believe you are owed a refund and have not received it:

  • Check your bank account or card statement again
  • Contact your payment provider, as processing times vary
  • If you still have not received your refund, email support@stepnhang.com with your order number

Related policies

For delivery timing and shipping costs, see our Shipping Policy. Use of the site is also subject to our Terms of Service and Privacy Policy.

Contact

Brand: StepnHang
Legal entity: BookNCart LLC
Registered office: 7901 4th St N, Ste 300, St. Petersburg, FL 33702, USA
Email: support@stepnhang.com
Phone: +1 (646) 382-9371
Hours: Monday–Friday, 9:00 AM–6:00 PM (ET)