Refund Policy
Refund Policy
We have a 14-day returns policy, which means you have 14 days after placing your order to request a return.
To be eligible for a return, your item must be in the same condition as you received it: unworn or unused, with labels and in the original packaging. You will also need the receipt or proof of purchase.
To arrange a return to our UK warehouse, you can contact us at sandypearljewellery@gmail.com
where you will receive further instructions.
If your return is accepted, the customer will receive detailed instructions on how and where to send the package. Items returned to us without first requesting a return will not be accepted.
Damage and problems
Please check your order when you receive it and contact us immediately if the item is faulty, damaged or if you have received the wrong item so that we can assess and rectify the problem.
Exceptions / non-returnable items
We do not accept refunds for parcels lost due to incorrect or incomplete instructions to the courier or for products left in a safe place. Sandy Pearl will forward the courier's telephone number and the customer must contact the courier directly to solve delivery issues in case arise.
In case of return request the customer will have to return the parcel at the address indicated by Sandy Pearl, depending on warehouses and logistic requirements. Returning the parcel to the sender by default or at the legal company address won't qualify for refund if not priorly agreed with Sandy Pearl by email.
Cancellation requests outside our working hours (Monday - Friday and Bank Holidays) are not guaranteed before orders are shipped. In this case customer can still return the parcel once received. Customer must inform OrthoSteps at orthopedicsteps@gmail.com and return address will be provided.
Exchange policy
If the product received doesn't fit it can be exchanged and the first time it's free of charge. the first exchange is free and OrthoSteps will provide a return label in case of exchange request. To arrange an exchange contact OrthoSteps at orthopedicsteps@gmail.com within 30 days from order date.
Please note that exchange is not free if the shoes are returned used and evidence is provided (for example with dirty sole). In this case OrthoSteps warranty applies and customer can request an exchange according to our warranty terms and conditions.
More than 1 exchange/return can be requested as long as 30 days from order date won't be passed. If more than 30 days have passed customers are not entitled to exchange/return products anymore, but Naturcontact warranty still applies for the duration of 12 months (from the order date).
OrthoSteps will provide a return label in case the item received is damaged. If the item received is assessed as not damaged a deduction of £7.50 will apply and will be removed from total refund value to consider return costs. If an exchange request is approved and customer decides to receive a refund after received return label by OrthoSteps a deduction of £7.50 will apply and will be removed from total refund value to consider return costs.
14-day cancellation period
Notwithstanding the above, you have the right to return your order within 14 days of placing it, without giving any reason, if the item is shipped to UK. As described above, your item must be in the same condition as you received it: unworn or unused, with labels and in the original packaging. You will also need your receipt or proof of purchase. Due to Brexit, return shipping costs may increase and in some cases return shipping may not be the best option for the buyer. Sandy Pearl will be available to find the best solution for each case if required. Please contact the OrthoSteps team by emailing sandypearljewellery@gmail.com.
Returns / Refund policy
We offer free returns in case the products are received damaged or in case refund is requested through store credit / gift card. In any other case returns costs are customer responsibility (all returns will be subject to a UK based return address).
A refund will be processed only if the products are returned in new and resalable conditions with the original packaging. In case of returns lost by logistic company Naturcontact is not responsible and a refund won't be allowed, but the customer will be able to receive a refund by making a claim to logistic company for lost parcel.
We will notify you once we have received and reviewed your return and let you know whether or not the refund has been approved. If it is, you will receive an automatic refund to your original payment method within 10 working days. Please remember that it may take some time for your bank or credit card company to process and send the refund.
If more than 15 working days have passed since we authorised your return, please contact us at sandypearljewellery@gmail.com.
Returns due to late delivery, but still within 15 working days of the order date, will not be accepted if the cause of the delay is due to logistics and peak season (especially Black Friday and Christmas).
However, the customer will be notified immediately and will automatically receive a refund if the item does not arrive within three weeks.
Important: In case of a refund request, the package must be accepted and returned according to OrthoSteps's instructions. A refused parcel cannot be refunded if it is not automatically returned to the sender by the logistics company.
Items purchased via pre-orders cannot be refunded before the product has been delivered. However, the customer has the right to return the products upon receipt and request a full refund or exchange in accordance with the Returns and Exchanges Policy.
In the event of the purchase of multiple Products in one order containing at least one pre-ordered item, the shipping date for the entire order will be the date specified for the pre-ordered item.
In the event of an incorrect address or missed delivery due to customer error or lack of information, Sandy Pearl will notify the customer immediately to arrange a solution with the courier.
If the customer has provided an incorrect or incomplete address, or if the customer refuses a parcel and the item is either returned to sender an administration fee of £20 will be deducted from the refund. Alternatively, OrthoSteps will send a new product, free of charge for the first time.
If the item is lost in transit by the logistic company Sandy Pearl ensures a free redelivery of the order. Sandy Pearl is not liable for refund in case of orders lost in transit and customer can request a refund directly by submitting a claim into logistic company website with the shipping information provided.