Support
Transparent return and warranty service for every order.
Before submitting a return request, please review the requirements, scenarios, and timelines below. All returns require prior RMA authorization.
Return Requirements
All returns must meet these conditions before an RMA can be approved.
Authorization
All returns require prior official approval. Unauthorized return packages will be returned or disposed of via the original route.
Logistics
Use FedEx or DHL for returns. Postal services are not accepted.
Time Limit
Returns must be submitted within 30 days of receipt (tracked by valid logistics number).
Product Condition
Products must be unused, untested, and unprogrammed. Original packaging and accessories must be intact and undamaged.
Custom Products
Only eligible for return if there are process defects or functional failures upon receipt. Non-quality issues are not eligible for returns or exchanges.
Cost Deductions & Responsibilities
Understand what costs may be deducted and who bears responsibility in each scenario.
Costs for quality inspection, secondary packaging, warehouse management, and transportation losses will be deducted from the refund. Deduction ratios vary by product type.
Initial export postage and packaging fees are non-refundable. Return shipping costs are customer-borne.
If quality defects are confirmed, apply for "freight collect" to return items. Submit clear visual evidence of defects simultaneously.
Purchase sufficient insurance to mitigate transportation risks. StepMotech is not responsible for loss, damage, or customs detention during logistics.
Return Handling by Scenario
Different procedures apply depending on the reason for return.
Subjective dissatisfaction, mistaken purchase, or demand change.
Regular Product Return (Non-Quality Issue)
Process: Submit an application via the account center with a product panoramic photo and proof of packaging integrity. Upon approval, a unique RMA number (e.g., RMA123456789) will be generated. Mark the RMA number on the recipient information column; otherwise, the warehouse may reject the package.
Refund: Refund = Product Payment Price - Purchase Cost - Export Postage. Return logistics costs are not deducted.
Must be reported within 48 hours of delivery.
Received the Wrong Item
Process: Contact customer service with a screenshot comparing the wrong item vs. the order, plus multi-angle photos/videos of the package.
Refund: Option 1: Keep the wrong item + 50% price difference compensation (via coupon/refund) + reshipment of correct item. Option 2: Return within 5 working days (no additional compensation).
Request must be submitted within 15 working days of delivery.
Defective Product Return
Process: Provide 3 videos from different angles, 10 high-definition photos under ambient lighting, and a fault statement attached to the original packaging.
Refund: Refund ratio may be reduced based on evaluation if packaging is improper. If quality defects are confirmed, return freight is covered.
Process Timelines
Review Feedback
Standard cases: 2 working days. Complex cases: up to 5 working days.
Shipment Deadline
Approved returns must be shipped within 7 natural days. Otherwise, the return right is considered waived and the package may be rejected.
Refund Processing
Approved refunds are typically issued within 2 business days after inspection, with funds appearing in 10 to 15 business days depending on the payment provider.
FAQ
Common return questions
Return freight is covered when a confirmed quality defect or wrong-item shipment is established. Change-of-mind or demand-change returns remain customer-paid.
Report within 48 hours of delivery. You can keep the wrong item with 50% price difference compensation plus reshipment, or return within 5 working days.
3 videos from different angles, 10 high-definition photos under ambient lighting, and a fault statement attached to the original packaging.