Last updated: 2 August 2026

At The Light Step, we want you to be satisfied with your purchase. Customers may request a return or exchange within seven calendar days from the date the order is delivered, subject to the conditions below.

Start a Return or Exchange

All return and exchange requests must be submitted through our online Returns Portal:

Returns Portal:

https://thelightstep.com/apps/return_prime

Submitting a request does not automatically mean that it has been approved. Please wait for confirmation and return instructions before sending the product.

Products returned without an approved request may be rejected or delayed.

How to Submit a Request

1. Open the Returns Portal.
2. Enter the requested order information.
3. Select the product you wish to return or exchange.
4. Select the reason for the request.
5. Choose your preferred resolution where available.
6. Upload clear photographs if requested.
7. Submit the request.
8. Wait for approval and return instructions.

Please use the same contact information used when placing your order.

Return Eligibility

To qualify for a return or exchange:

• The request must be submitted within seven calendar days of delivery.
• The product must be unused, unworn, clean, and in its original condition.
• Footwear may only be tried indoors on a clean surface.
• All original tags, accessories, inserts, and packaging must be included.
• The original product box must be returned in good condition.
• The product box must not be taped, written on, damaged, or used directly as the shipping carton.
• The returned product must be the same product supplied in the original order.
• The customer must provide valid order information.

Products showing signs of outdoor use, dirt, wear, scratches, odour, stains, modification, or damage after delivery may be rejected.

Exchanges

Size and colour exchanges are subject to product availability.

We cannot guarantee or reserve a replacement product until the exchange request has been reviewed and approved.

When the requested replacement is unavailable, we may offer:

• Another available size
• Another available colour
• A different product, subject to any price difference
• A refund where applicable

The customer must follow the instructions provided through the Returns Portal before sending the original product.

Incorrect Products

Please submit a request through the Returns Portal if you receive:

• The wrong product
• The wrong size
• The wrong colour
• An incomplete order

Upload clear photographs showing:

• The product received
• The product box
• The outer packaging
• The shipping label
• The size or colour label where applicable

Once the issue is verified, The Light Step will provide the appropriate replacement, exchange, return, or refund solution.

Damaged or Defective Products

If a product arrives damaged or has a manufacturing defect, submit a request through the Returns Portal as soon as possible.

Please upload clear photographs or videos showing:

• The full product
• The damaged or defective area
• The product box
• The outer shipping packaging
• The shipping label

Damage caused by wear, misuse, incorrect handling, outdoor use, accidents, or normal deterioration is not considered a manufacturing defect.

Return and Exchange Shipping Charges

Applicable collection, return, or exchange delivery charges will be communicated before the request is confirmed.

Where the request is due to:

• A change of mind
• Incorrect size selection by the customer
• Customer preference
• A requested colour change

The customer may be responsible for applicable return and re-delivery charges.

Where the product is verified as incorrect, damaged, defective, or not as ordered due to an error by The Light Step, the appropriate return-delivery solution will be handled by us.

Product Inspection

All returned products are inspected after arrival at our designated return facility.

Approval through the Returns Portal does not guarantee a refund or exchange if the product later fails inspection.

A request may be rejected if the returned product:

• Has been worn outdoors
• Shows signs of use
• Is dirty, scratched, stained, or damaged
• Has an odour
• Is missing tags or accessories
• Is missing the original box
• Has a damaged, taped, or written-on product box
• Is not the product originally supplied
• Has been altered or repaired
• Is returned outside the approved process

Refunds

Once the returned product has been received, inspected, and approved, the refund will be submitted through the applicable refund method.

Online payments are normally refunded through the original or applicable payment channel.

Cash-on-delivery refunds may require the customer to provide valid bank-account information.

Refund processing times may depend on:

• The customer’s bank
• Card issuer
• Payment gateway
• Digital wallet
• Tabby
• Tamara
• Other payment provider

Original shipping fees, cash-on-delivery fees, exchange-delivery charges, and other service fees may be non-refundable where the return is due to customer preference or incorrect size selection.

Products That Cannot Be Returned

A return or exchange may be rejected where:

• The request was submitted after seven calendar days from delivery.
• The product has been worn outdoors.
• The product has been used, washed, modified, or repaired.
• The product is dirty, stained, scratched, damaged, or has an odour.
• Tags, accessories, or packaging are missing.
• The product box is missing or damaged.
• The box has been taped, written on, or used directly as shipping packaging.
• The returned item is not the same item originally supplied.
• The item was customised or specially prepared for the customer.
• The request falls under an exception permitted by applicable law.

Nothing in this policy limits any mandatory customer rights relating to products that are incorrect, defective, damaged, or not as described.

Refused and Undelivered Orders

Refusing a shipment or failing to receive an order is not treated as an approved return.

Customers should receive the shipment and submit a request through the Returns Portal where a return or exchange is required.

Repeated refusal or non-collection of confirmed cash-on-delivery orders may result in cash-on-delivery access being restricted.

Portal Assistance

For technical problems with the Returns Portal or questions about an existing request, contact us by email and include your order number.

Preferred contact: support@thelightstep.com
WhatsApp: +966 54 214 0973

Email is preferred because it provides a clear and straightforward record of the request.

Customer-Support Hours

Saturday to Thursday: 9:00 AM–9:00 PM
Friday: Closed
Time zone: Saudi Arabia time