Refund policy
Return & Refund Policy
Last updated: February 2026
We want you to love your SureStep. If something's off, we'll fix it — no runaround, no hassle.
Our 60-Day Money Back Guarantee
You have 60 days from the date your order is delivered to request a refund for any reason. If you're not satisfied, reach out and we'll make it right.
Our Lifetime Warranty
We back our Car Door Handle Assist with a lifetime warranty against defects and breakage. If your product ever breaks under normal use, we will send you a replacement at no charge. This warranty lasts for as long as you own the product.
To make a warranty claim, simply email us with your order number and a photo or short video showing the issue. We'll take it from there.
What We Cover
Within 60 days of delivery — full refund or replacement:
- Item arrived damaged or broken
- Item stopped working or broke during normal use
- Item doesn't match what was described on our site
- You're simply not happy with your purchase for any reason
After 60 days — lifetime warranty replacement:
- Product broke or stopped working under normal use
- Manufacturing defect discovered after the 60-day window
What the Lifetime Warranty Doesn't Cover
The lifetime warranty covers breakage and defects under normal use. It does not cover:
- Loss or theft of the product
- Cosmetic damage that doesn't affect function (scratches, discoloration)
- Damage caused by misuse, excessive force, or accidents
- Deliberate damage
If you're unsure whether your situation qualifies, just email us and we'll assess it fairly.
How to Request a Refund, Return, or Warranty Replacement
Email us at support@shopsurestep.com with the subject line: "Refund Request — Order #[your order number]" or "Warranty Claim — Order #[your order number]"
Include the following:
- Your full name
- Your order number
- A short description of the issue
- A photo or short video showing the damage or defect
We'll get back to you within 1 to 2 business days with next steps.
Please do not send anything back before contacting us. Returns sent without prior approval cannot be processed.
Do You Need to Ship It Back?
It depends on the situation.
If your item is defective, damaged, or broken, we will typically resolve it with a photo confirmation only. You will not need to return the product in most cases.
If you changed your mind or no longer need the item within the 60-day window, a return shipment may be required. We will provide the correct return address once your request is approved.
Refunds
Once your refund is approved, we will process it to your original payment method within 5 to 10 business days. You will receive a confirmation email as soon as the refund is issued.
Replacements
Whether you're within the 60-day window or making a lifetime warranty claim, we'll ship your replacement at no cost to you once the claim is approved.
Situations We're Unable to Refund or Replace
- Refund requests made more than 60 days after delivery (warranty replacement still applies)
- Damage caused by misuse, improper installation, excessive force, or accidents
- Loss or theft
- Items returned without prior approval
Late or Missing Refunds
If you haven't received your refund after 10 business days:
- Check your bank account again
- Contact your credit card company — processing times vary
- If you've done both and still haven't received it, email us at support@shopsurestep.com and we'll investigate right away
Contact Us
Got a question about your order, refund, or warranty claim? We read every message and we'll get back to you fast.
Email: support@shopsurestep.com Response time: 1 to 2 business days
This policy applies to all orders placed through shopsurestep.com and is subject to change without notice. Any updates will be reflected on this page with a revised date.