Refund policy
IronStep
Last updated: April 2026
IronStep is a trading name of Astflick Group Ltd, with intellectual property owned by Astflick Holdings Ltd.
For all returns and refund enquiries: hello@ironstep.co.uk
1. Overview
This policy applies to all purchases made from IronStep and distinguishes between:
- Consumers (private individuals)
- Business customers (B2B)
Different rights apply depending on your purchase type.
2. Consumer Returns (UK Law)
If you are purchasing as a consumer, you have rights under the Consumer Contracts Regulations 2013.
2.1 14-Day Cancellation Right
You have the right to cancel your order within 14 days of receiving your goods.
- You must notify us within this period
- Goods must be returned within 14 days of cancellation
2.2 Condition of Returns
To qualify for a refund:
- Items must be unused and unworn
- Must be in original packaging
- Must be in resalable condition
- Returns accepted for 30 days
-
Customer provides return shipping
Customer provides return shipping
-
No restocking fee
No restocking fee
-
No final sale items
No final sale items
For safety footwear:
- Soles must show no signs of wear
- Items worn outdoors will not be accepted
We reserve the right to reduce refunds if items show excessive handling.
2.3 Non-Returnable Items
The following items are non-returnable unless faulty:
- Customised or branded products
- Worn or used footwear
- Hygiene-sensitive items where seals are broken
2.4 Refunds
Once your return is received and approved:
- Refunds are issued to the original payment method
- Processed within 5–10 working days
Shipping costs:
- Standard delivery costs are refundable only if the entire order is cancelled
- Return shipping costs are the customer’s responsibility unless the item is faulty
3. Faulty, Damaged, or Incorrect Items (All Customers)
If your order:
- Arrives damaged
- Is faulty
- Is incorrect
You must notify us within 48 hours of delivery.
We will:
- Offer a replacement, or
- Provide a full refund, including delivery costs where applicable
We may request:
- Photographic evidence
- Return of goods for inspection
4. Business Customers (B2B Returns Policy)
All purchases made in the course of business are treated as Business-to-Business (B2B) transactions.
4.1 No Automatic Right to Return
B2B orders are:
- Non-cancellable
- Non-returnable
Once placed, except where goods are faulty or incorrectly supplied.
4.2 Discretionary Returns
Returns may be accepted only at our discretion, subject to:
- Restocking fees (typically 25–50%)
- Return shipping costs paid by the customer
- Goods being unused and in original condition
Approval must be obtained before returning any items.
4.3 Bulk & Special Orders
The following are strictly non-returnable:
- Bulk orders
- Contract supply orders
- Custom or specially sourced products
5. Exchanges
We may offer exchanges for:
- Size changes
- Alternative products
Subject to:
- Stock availability
- Return of unused goods
Return shipping costs apply unless the item is faulty.
6. Returns Process
To request a return:
- Email hello@ironstep.co.uk
- Provide:
- Order number
- Reason for return
- Photos (if applicable)
- Await authorisation before sending items back
Unauthorised returns may be refused.
7. Shipping Responsibility
- Customers are responsible for return shipping costs unless goods are faulty
- We recommend using a tracked service
- We are not responsible for items lost in transit during return
8. Inspection & Rejection
All returned goods are inspected upon receipt.
We reserve the right to:
- Reject returns not meeting policy requirements
- Apply deductions for damage or wear
- Return goods to sender at their cost
9. Late or Missing Refunds
If you have not received your refund:
- Check with your bank or payment provider
- Contact your card issuer
If unresolved, email: hello@ironstep.co.uk
10. Legal Rights
Nothing in this policy affects your statutory rights under:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
11. Contact
IronStep (Astflick Group Ltd)
Email: hello@ironstep.co.uk