Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it — unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect. The cost depends on the country and courier, and is typically between 25–35 €.
To start a return, please contact us at hello@steelwaters.shop. Returns must be sent to the following address:
Villarroel 69, Quinto
08011 Barcelona, Spain
If your return is accepted, we’ll send you a return shipping label (for defective/incorrect items) or instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
For any return questions, you can always contact us at hello@steelwaters.shop.
Damages and issues
Please inspect your order upon reception and contact us immediately — and no later than 48 hours after delivery — if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom products (such as special orders or personalized items) cannot be returned. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition in which you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@steelwaters.shop.