Refund policy

We are committed to ensuring your satisfaction. If your item is defective, damaged, or incorrect, please contact our Customer Support team within 30 days of delivery. We will offer you a full refund or replacement, depending on the specific circumstances outlined below. 

In addition, we now offer a 30-Day Money-Back Guarantee for customers who are not completely satisfied with their purchase. For more details, please refer to this policy.

If more than 30 days have passed, we will be unable to process returns, refunds, or replacements, so we encourage you to inspect your order as soon as it arrives.

How to Report an Issue

If you encounter any issues with the items you received, such as damaged items, incorrect products, or missing pieces, please follow the steps below to ensure a quick resolution:

Step 1: Gather the following information based on the issue you're reporting:

  • General Information: Your name, email, and order number.

  • For Damaged or Poor-Quality Items:

    • A photo of the product label and package.

    • A clear image showing the defect or issue.

    • A description of the issue and your preferred solution (refund or replacement).

  • For Incorrect Items:

    • A photo of the product label and package.

    • A clear image of the wrong item you received.

    • A description of the incorrect items and your preferred solution (refund or replacement).

  • For Missing Items:

    • A photo of the product label and package.

    • A clear image of all the items you received.

    • A description of the missing item and your preferred solution (refund or replacement).

Note: Graphic proof is required to process your claim, so please ensure your photos are well-lit and focused. Claims without photos will not be reviewed.

Step 2:  Contact us via our email address support@steelnfeel.com or fill this form. 

Submit the required information and photos according to the issue you're reporting.

Step 3: Wait for our customer support team to respond within 24 business hours.

Our team will review your claim and confirm if your request is approved or denied based on the condition of the item(s).

  • If the request is approved and you want a refund, it will take:

    • 3 - 5 business days for the refund to complete if you paid via PayPal.

    • 7- 10 business days for the refund to complete if you paid via Debit/Credit card, depending on your bank's processing times.

  • If the request is approved and you want an exchange, we will ship the replacement according to the timeframes in our Shipping policy.

Situations Covered by This Policy

Our Return & Refund Policy applies in the following cases:

  • Damaged or poor-quality items: If you receive a damaged or defective product, we will provide a full refund or send a replacement free of charge.

  • Wrong Items: It may never happen, but if we ship wrong products to you, we will take full responsibility for this case. We will offer a refund or replacement at no additional cost.

  • Missing Items: If any item is missing from your order, notify us immediately. We will check your order status, and if it was our error, we will either refund you or send the missing item at no additional cost. (Note that this does not apply to mistakes made by customers, such as providing incorrect shipping details).

Important Considerations

Please keep the following in mind requesting a refund, return, or exchange:

  • As all products in the Steel 'N' Feel store are made-to-order, returns are only accepted for items with quality issues (e.g., defective or damaged products).

  • Discounted or free items are not eligible for returns, refunds, or exchanges.

  • To qualify for a refund or exchange, items must meet these conditions:

    • They must be unused and in their original condition.

    • Items cannot have been washed or show signs of wear.

    • The original tags must still be attached.

    • The item must not be altered in any way.

    • There should be no stains (e.g., dirt, makeup, food).

  • For sizing concerns, please refer to our 30-Day Money-Back Guarantee, which allows a full refund if you’re unsatisfied with the fit. However, to ensure the best experience, we recommend reviewing our size chart carefully before placing your order.