Our facility and online store is still in operation. Due COVID 19 some shipping areas may experience some delays.

Return/Refund Policy

Return/Refund Policy

All sales are final.  We accept returns for refund or exchange, for items not opened and does not meet description of item sold.

 
Refunds and Exchanges
To be eligible for a refund or exchange, you must first email us within 7 days of receiving the package at info@stepwellsoil.comto alert us of the items damaged, then return the products to us. Upon receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.
 
Non-returnable items:
Soil, top dressing, Em1, Compost teas, Nematodes, amino acids, mycorrhizae, kelzyme, Insect Frass
 
To complete your return, we require a receipt or proof of purchase. 
 
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
 
 
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your replacement or refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 7 days.
 
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at info@stepwellsoil.com
 
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
 
Exchanges (if applicable)
We only replace items if they are damaged.  If you need to exchange it for the same item, send us an email at info@stepwellsoil.comand return your item to us.
 

 
Shipping
To return your product, you should contact us prior to shipping the item.
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
 
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Lost or Stolen Packages
StepWell Soil Inc. is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.  Upon inquiry, StepWell Soil Inc.  will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.