We want you to be delighted with your purchase from Fresh Step. If for any reason you are not 100% satisfied we are happy to offer a 7 days return for exchange not refund unless the item is faulty. Items have to be the full quantity delivered on invoice.
If you are returning an item because of an error on our part we will be happy to refund all delivery charges incurred. Otherwise all goods are returned at your own expense. Should you wish to exchange or return an item, please contact us and we will issue you with a Returns Authorisation Number (RAN). Goods returned without a RAN will be subjected to a 15% administration and restocking fee.
This returns policy is in addition to your rights under the Distance Selling Regulations (see below).
Under the Distance Selling Regulations you have the right to cancel your order within 14 days, and this 14-day period begins the day after receipt of the goods. Should you wish to cancel your order under these regulations it must be in writing, by fax or by e-mail. Telephone cancellations cannot be accepted. All item(s) returned under these regulations must be received by Fresh Step within 7 days and be unopened, unused, in the original manufacturers packaging and in a re-sellable condition. Under these regulations all goods are returned at your expense.
If an item arrives damaged, retain all of the packaging materials including the carton that your order was packed in. If your carton was severely damaged in transit you must inform the courier or postal service immediately. Then you should contact us and we will endeavour to sort out a replacement order.
If an item in your order is missing or incorrect, please contact us immediately and we will endeavour to correct your order as soon as possible.
We will notify you via e-mail of your refund once we have received and processed the returned or damaged item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of us receiving your return.
Please note - all Heute machines are made to order and as such we cannot refund or exchange these.