Refund policy

Returns and Refunds

30-Day Return Window

You may request a return within 30 days of receiving your order.

Return Conditions

To qualify for a return, footwear must be unworn, unused and in resalable condition, with all original tags, accessories and packaging. Please try footwear on indoors and on a clean surface. Returns may be declined if there are footprints, toe marks, dirt, sole wear, odour, scuffs or other signs of use.

The original shoe box is part of the product. Please place it inside an outer shipping carton and do not attach labels, tape or writing directly to the shoe box. Proof of purchase is required.

How to Request a Return

Email support@bergstep.shop with your order number, the item you wish to return and the reason for your request. For damaged, defective or incorrect items, include clear photographs.

Please wait for return authorization and the return address before sending your parcel. Items sent without prior authorization may not be accepted.

Change of Mind or Size

For an approved change-of-mind or sizing return, the customer is responsible for return shipping unless applicable law requires otherwise. We recommend using a tracked service because the parcel remains the customer's responsibility until delivered to us. Original shipping charges are not refundable unless the item was faulty, damaged, incorrect or applicable law requires otherwise.

Damaged, Defective or Incorrect Items

Inspect your order promptly after delivery. If an item arrives damaged, defective or incorrect, contact us as soon as possible with your order number and photographs. If the issue is confirmed, we will provide an appropriate remedy and cover reasonable return shipping where required.

Exceptions

Gift cards, personalized items and products clearly marked Final Sale are not eligible for change-of-mind returns, except where required by applicable law. This does not affect rights relating to faulty or misdescribed goods.

Exchanges

We do not process direct exchanges. To obtain another size or style, request a return for the original item and place a new order once your return has been authorized.

Refunds

We will email you after the returned item has been received and inspected. Approved refunds are issued to the original payment method. Please allow 5-10 business days after approval for your bank or payment provider to post the funds.

Statutory Rights

Nothing in this policy limits any mandatory consumer rights available in your country or region.