Returns & refunds

30-day home trial

We want you to love your UPSTEP. If for any reason you are not satisfied, you may return your walking pad within 30 days of delivery for a full refund of the product price.

What qualifies for a return

• The product must be in working condition and reasonably clean.
• All original components (remote, power cable, manual, resistance bands if included) must be returned.
• Original packaging is strongly preferred. If you no longer have the original box, contact us first so we can discuss replacement packaging.

How to start a return

1. Email Support@upstep.com with your order number and reason for return.
2. We will send you a prepaid return shipping label within 1 business day.
3. Pack the walking pad, drop it at the carrier, and keep the drop-off receipt until your refund posts.
4. Once we receive the return and verify it in working condition, we will issue a refund to your original payment method within 5 business days. Most banks post refunds within 3–5 additional business days after that.

Return shipping cost

Return shipping is free for defective units and for any return inside the 30-day trial window. After 30 days, return shipping is the customer’s responsibility.

Non-refundable items

• Accessories and bundle add-ons (resistance bands, floor mats) if they have been opened or used.
• Gift cards.
• Shipping charges on expedited delivery are non-refundable.

Exchanges

If your walking pad arrives defective or develops a defect during the trial period, contact us and we will ship a replacement immediately. You do not need to wait for the return to process.

Refund method

Refunds are issued to the original payment method used at checkout. We cannot refund to a different card, a different account, or by check. If the original card is closed or expired, we will issue store credit.