Return & Exchange Policy
Last updated: October 2026
1. Eligibility for Return & Exchange
To be eligible for an exchange or return, please ensure that:
- Timeline: The request is initiated within 7 days of receiving your parcel.
- Condition: The item must be unused, unworn, unwashed, and in its original condition.
- Packaging: The product must be returned with all original packaging, tags (hang tags), shoe boxes, and purchase invoice.
- Sole inspection: Shoes must be tried on clean or carpeted surfaces to prevent any sole markings.
2. Non-Returnable Items
The following items cannot be returned or exchanged:
- Clearance / End of Season Sale items.
- Damaged items due to misuse, improper washing, or normal wear and tear.
3. Damaged or Wrong Items
If you receive a defective, damaged, or incorrect product:
- Notice: Please inform us within 24 to 48 hours of delivery with video/photo proof of the issue via WhatsApp or Email.
- Resolution: We will arrange a replacement or return at zero additional cost to you. AK StepMax will cover all shipping charges in this case.
4. Size or Preference Exchange (Customer Choice)
If you ordered the wrong size or wish to exchange for another product, we gladly accommodate size/style replacements.
- Customer responsibility: In case of a size or preference change, the customer will be responsible for paying the return courier/shipping charges.
5. Refund Policy
Refunds are issued only if the requested product size/article is out of stock or if a damaged product was delivered and cannot be replaced.
- Processing time: Once your returned item is received and inspected at our warehouse, your refund will be processed within 3 to 5 business days via Bank Transfer, EasyPaisa, or JazzCash.
- Shipping fees: Shipping and handling fees are non-refundable.
6. How to Initiate a Return or Exchange
Contact our Customer Support team via WhatsApp at 03454115871 or email us at Akstepmax.official@gmail.com.
- Provide: Your Order ID, product photos, and the reason for the return/exchange.
- Guidance: Our team will guide you on returning the parcel to our dispatch address in Mandra/Gujar Khan.
Contact & Support
If you have any questions about returns, exchanges, or need assistance with the return process, please reach out to our Customer Support team:
We are here to assist you with a smooth and hassle-free return or exchange experience.
