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By placing an order through assiststep.com, you agree to the following terms. These policies are designed to ensure you fully understand the refund, cancellation, and return processes.

Order Cancellation and Refund Rules

1. You can cancel your order free of charge and receive a full refund within 24 hours of placing it.

2. Cancellations made after 24 hours will incur a 3% cancellation fee on the total order amount, as the product may have entered the production process.

3. If you cancel your order after receiving the goods, you will be responsible for round-trip shipping costs (shipping costs depend on product weight; actual return shipping costs will be calculated based on the actual cost) and a 20% handling fee on the product price.

4. If you request a return after receiving the goods for personal reasons (e.g., not needing the item or ordering the wrong item), you will be responsible for round-trip shipping costs and will be charged a 20% handling fee on the product price.Because we provide free outbound shipping, no original outbound shipping charge will be deducted from the refund. 

5. Please open and inspect the package immediately upon receipt. If the product is defective, damaged in transit, the wrong item was sent, or accessories are missing, please contact us within 24 hours of receiving the goods. We will replace the product or resend the replacement parts.

Please inspect your package as soon as possible after delivery and contact us within 24 hours if you notice visible shipping damage, missing parts, or an incorrect item.

Note: We reserve the right to refuse any returned packages without prior application and approval, and all losses arising therefrom shall be borne by the buyer.

Return Period and Conditions

Our return period is 30 calendar days, calculated from the date of receipt of the goods.

Return Conditions:

The exoskeleton must be returned in its original packaging, unused, and undamaged condition.

All factory labels and original packaging must be intact.

You will need to provide a valid order number.

Return Application Process

When applying for a return, the customer needs to provide clear photos or videos of the product (including a complete view of the product's storage environment) so that we can verify the product condition.

Upon receiving the returned goods, we will conduct a product quality inspection, which takes 1-3 business days.

After the inspection is passed, the refund will be returned to your original payment account. Processing time depends on the issuing bank and typically takes 7-14 business days.

Non-returnable items:

Items purchased during clearance sales or clearance events

Items that have been worn, used, tested, or modified in any way

Items damaged beyond repair and unsellable

Custom or personalized exoskeletons

Return Address
Returns must be sent to the designated return facility provided by Assiststep after your return request is approved. Please do not send any products to our business or headquarters address without prior authorization.

If the return is due to the consumer's own fault, the consumer is responsible for the shipping costs. Specific costs depend on the courier company you choose.

If the received item is damaged or does not match the description due to our fault, the consumer is not responsible for the corresponding shipping costs. To arrange a return, please contact AssistStep:

💌 Email: support@assiststep.com

📞 Phone: +86 18860416237