Refund policy

Exchange-Only Policy

Last updated: 14 Aug 2025

We want your child to get the right fit. Smart Steps operates an exchange-only policy. We do not offer cash refunds or store credit, except where required by law.

1) Exchange window & eligibility

  • Request within 48 hours of delivery.
  • Items must be unworn, in the original box, with all tags attached.
  • Soles must be clean and unmarked.

2) Fees & logistics

  • First exchange: FREE within 48 hours of delivery.
  • Additional exchanges: charged by delivery zone:
    • Nairobi County: KES 300
    • Other zones: regular delivery fees apply
  • Pickup window: typically 8:30–11:00 AM the next business day after your request.
  • Redelivery in the next available delivery window.
  • No exchanges on Sundays.

3) Exchange options

  • Size exchange: same style, different size (stock permitting).
  • Style exchange: different style (stock permitting). If prices differ, we’ll confirm any difference before redelivery.

4) Defective, damaged, or incorrect items

If your order arrives with a manufacturing defect, damage, or the wrong item:

  • Send clear photos and your order number.
  • After assessment, we will exchange/replace the item at no extra cost.
  • No refunds are issued.

5) How to request an exchange

Include your order number, item style/size, and reason.

6) Business hours

Mon–Sat: 8:00 AM – 6:00 PM  |  Sun: Closed