Refund policy
Returns Policy
Returns to be accompanied by ‘Return Form’ which will be emailed to the buyer upon notification of the problem.
To return non-faulty items, a proof of purchase is required. Items must be returned within 7 days of delivery in their original packaging, unused, unopened, and in resaleable condition, including all manuals and accessories. Shipping costs are non-refundable. Eligible returns can be exchanged or issued as store credit. We reserve the right to reject returned items that do not meet our return requirements.
For faulty returns, it is the buyer’s responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.
Unless goods are returned due to incorrect description or faulty or defective on arrival, or damaged in transit (within 7 days upon delivery), goods must be returned at the buyer’s expense using registered post or equivalents.
All returned parcels must be sent via registered track and trace post as we cannot be responsible for items being lost or damaged in the mail on the way back to us.
Refunds will only be issued for items that are faulty on arrival, damaged in transit, defective, or not as described, and where we are unable to repair the item or provide a replacement of equal or greater functionality. For eligible change-of-mind returns, we offer store credit or exchanges only. All returns must be made within 7 days of delivery
Refunds will not be offered if the buyer changes their mind, or if the item is ‘not what you expected.
All items must be returned to us for full assessment BEFORE a refund/store credit is issued.
We reserve the right to refuse a return if the goods are returned in unreasonable condition.
The time it may take your bank to process STEELMATES refund can be up to 5 business working days. You will receive an e-mail notification once we have received and processed the returned item.