Last updated: August 2026

1. About this policy

This Returns & Refunds Policy applies to purchases made from IronStep through www.ironstep.co.uk, unless different written terms have been expressly agreed.

IronStep is a trading brand operated by Astflick Group Ltd.

This policy distinguishes between consumer purchases and business purchases because different legal and contractual rights may apply.

2. Consumer change-of-mind cancellation

If you are a UK consumer buying online, you will normally have the right to cancel an eligible order without giving a reason within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

To exercise this right, you must tell us clearly that you wish to cancel within the applicable cancellation period.

Please include your order number, name and the item or items you wish to return.

3. Returning goods after cancellation

Where a consumer validly cancels an eligible order, the goods must normally be returned to us without undue delay and no later than 14 days after you tell us that you are cancelling.

Goods should be packaged securely and returned with sufficient information for us to identify the order.

We strongly recommend using an appropriate tracked or insured delivery service because you are responsible for ensuring the goods reach us when you arrange the return.

4. Condition of change-of-mind returns

You may inspect goods as you reasonably would in a shop. However, you are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where reasonable and applicable, footwear should be returned with its original product box, labels, accessories and packaging.

Please do not use a manufacturer's footwear box as the outer shipping carton. The product box should be protected inside suitable external packaging.

We may make a lawful deduction from the refund where the value of returned goods has been reduced by unnecessary handling.

5. Return postage for change-of-mind returns

For ordinary consumer change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless IronStep has expressly agreed otherwise.

IronStep does not advertise a blanket free-returns service.

If goods are faulty, damaged, incorrect or otherwise not supplied in conformity with your statutory rights, different arrangements may apply as explained below.

6. Refunds following consumer cancellation

Where a consumer validly cancels an eligible order, we will refund payments due to you in accordance with applicable consumer law.

A refund may be withheld until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first, where the law permits us to do so.

Refunds will normally be issued using the same payment method used for the original transaction, unless another method is expressly agreed.

Where required by law, the refund will include the cost of the least expensive standard delivery method offered for the original order. Any additional amount paid for an enhanced, expedited or premium delivery method is not necessarily refundable.

7. Faulty, damaged, incorrect or misdescribed goods

If goods are faulty, damaged, incorrect, not as described, not of satisfactory quality or not fit for purpose, please contact IronStep as soon as reasonably possible.

There is no 48-hour cut-off that removes your statutory rights. Prompt notification simply helps us investigate and resolve the issue more quickly.

UK consumers have statutory remedies under the Consumer Rights Act 2015. Depending on the circumstances and timing, these may include the short-term right to reject, repair, replacement, price reduction or final right to reject.

Nothing in this policy limits or excludes rights that cannot legally be limited or excluded.

8. Reporting a problem

When reporting damaged, faulty or incorrect goods, please provide your order number and a clear description of the issue.

We may ask for photographs of the product, packaging, labels or visible damage where this is reasonably necessary to understand the problem or support a carrier or supplier investigation.

Please retain packaging until we confirm whether it is required.

9. Return costs for faulty or incorrect goods

Where goods are confirmed to be faulty, damaged, incorrect or otherwise supplied in breach of your consumer rights, IronStep will deal with reasonable return or collection arrangements as required by law.

Please contact us before arranging an unusually expensive return service so that an appropriate method can be agreed where possible.

10. Items that may not qualify for change-of-mind return

Statutory exceptions to consumer cancellation rights may apply to certain categories of goods. Depending on the product and circumstances, these can include goods made to a consumer's specification or clearly personalised, and certain sealed goods which are not suitable for return for health-protection or hygiene reasons once unsealed.

Where an exception applies, we will not use it to remove rights relating to goods that are faulty, damaged, incorrect or otherwise not supplied in conformity with applicable law.

Product-specific return restrictions, where applicable, should be made clear before purchase.

11. Exchanges

Where available, an exchange may be agreed for an alternative size or product.

Exchange availability depends on stock and is not guaranteed. In some cases, the simplest process will be to return the original item for refund and place a new order.

This section does not affect any statutory right to a repair, replacement or other remedy for faulty goods.

12. Sale and promotional items

Consumer statutory rights do not disappear because an item was purchased in a sale or promotion.

Where a product is reduced specifically because of a defect that was clearly brought to the customer's attention before purchase, rights in relation to that disclosed defect may differ.

13. Refund processing and payment providers

Once IronStep issues a refund, your bank, card issuer, payment provider or finance provider may require additional processing time before the funds appear in your account.

This banking or payment-provider processing period is outside IronStep's direct control.

14. Business customer returns

Consumer cancellation rights do not apply to purchases made wholly or mainly for business, trade, craft or professional purposes.

Unless otherwise agreed in writing, business returns are subject to IronStep's business terms and require prior authorisation.

A discretionary business return may be refused or may be subject to reasonable conditions, including return carriage, inspection, original packaging requirements or a restocking charge, where permitted by the applicable contract and law.

This does not remove contractual or statutory rights a business customer may have in relation to defective or incorrectly supplied goods.

15. How to return an item

1. Contact IronStep and provide your order number.
2. Tell us which item or items you wish to return and why.
3. Wait for any return instructions where required.
4. Package the goods securely, including the product box and accessories where applicable.
5. Use a suitable return service and retain proof of postage or tracking.

Do not send goods to a manufacturer or brand owner unless IronStep specifically instructs you to do so.

16. Return address

Please contact us before returning goods so that we can identify and process the return correctly.

17. Contact IronStep

For return, refund, cancellation or product-problem enquiries:

Please include your order number so that we can locate your purchase quickly.