Refund policy

Refund & Return Policy

Last Updated: October 14, 2026

At SteadyTread, we are committed to providing winter safety products that truly work. Because we believe in the effectiveness of our heated mats, we offer a 90-Day Money-Back Guarantee on eligible products.

If more than 90 days have passed since your order was delivered, unfortunately we cannot offer a refund or replacement.

1. How to Reach Us

Our customer support team responds within 24 hours during business hours (Mon–Fri, 9 AM–5 PM EST).

Email: support@steadytread.com

When contacting us, please include:

  • Your full name and order number
  • The issue or concern
  • Purchase date

Note: Only orders placed directly on steadytread.com are eligible for our guarantee. If we cannot locate your order ID, your purchase may have been made with an unauthorized seller.

2. Return Eligibility

You are eligible for a return under the 90-day guarantee if:

  • The product is a StepSafe™ mat or accessory purchased directly from our website.
  • The item is in the same condition that you received it: unused and in its original condition.
  • Products must be returned to us in their original packaging, complete with all tags, instructions, inserts, cables, and accessories.
  • You can provide the receipt or proof of purchase (your order number is sufficient).
  • You contact us within 90 days of delivery for a return authorization.

Items that are used, damaged, cut, or missing parts, packaging, tags, instructions, or inserts are not eligible for a refund under this guarantee. This does not affect your rights for damaged or defective deliveries (see Section 5).

Non-returnable items include:

  • Free gifts and promotional items (including the included power unit and the Winter Safety Guide e-book)
  • Digital products

3. How to Start a Return

  1. Email support@steadytread.com to request a Return Merchandise Authorization (RMA).
  2. Follow the instructions provided by our support specialist.
  3. Once approved, you will receive a confirmation email with the return address and shipping guidelines.

Once your return request is approved, you have 10 calendar days to ship the item back. If the return is not shipped within this timeframe, it will be considered invalid and may no longer be eligible for a refund.

In some cases, we may issue your refund without requiring you to ship the product back. Our support team will let you know whether a return shipment is needed. Important: Do not return any products without an approved RMA, as unauthorized packages cannot be processed.

4. Return Shipping

If a return shipment is required, customers are responsible for the return shipping costs. We do not provide prepaid labels. Please ship via a trackable method and retain proof of delivery. Shipping costs are non-refundable.

5. Damaged or Defective Items

Please inspect your order upon delivery and notify us within 7 days if:

  • The product is damaged,
  • Defective, or
  • You received the wrong item.

Email support@steadytread.com with clear photo and video proof of the issue. Once validated, we’ll provide one of the following options:

  • A free replacement unit, or
  • A refund, depending on the case.

6. Refund Process & Timing

After your return request is approved (and, where required, your return is received and inspected):

  • Inspection takes 2–3 business days.
  • Approved refunds are processed within 5–7 business days back to your original payment method.
  • Your bank or credit card provider may take additional time to post the credit.

You’ll receive an email confirmation once your refund has been issued.

7. Lost or Stolen Packages

SteadyTread is not responsible for packages confirmed as delivered to the address provided at checkout. If you believe your package is lost or stolen:

  1. Contact your local carrier or post office to file a claim.
  2. Notify us at support@steadytread.com, and we’ll help with the investigation.

We cannot guarantee a full refund or replacement for lost or stolen items, but we’ll assist where possible.

8. Exchanges

We don’t offer direct exchanges. If you want a different size, please complete a return (if eligible) and place a new order.

9. Policy Alignment

This Refund & Return Policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy. If any section conflicts, the more specific policy applies. SteadyTread reserves the right to modify or update this policy at any time.

10. Contact Information

For all refund or replacement requests:

812 Operations LLC
Email: support@steadytread.com

11. Thank You

We appreciate your trust in SteadyTread and are committed to keeping your steps safe and ice-free all winter long.