Product Recall Information

Introduction

At Softstep, the safety and satisfaction of our customers are of utmost importance. In the unlikely event of a product recall, this page will provide you with all the necessary information regarding the process, reasons, and actions you need to take.

Reasons for Product Recall

1. Safety Concerns
   If we identify that a product may pose a risk to the user’s safety, such as potential issues with the materials used (e.g., presence of harmful substances), structural integrity (e.g., parts that may break during normal use and cause injury), or any other factor that could endanger the well – being of our customers, we will initiate a recall.
2. Non – compliance with Standards
   In cases where our products do not meet the relevant industry standards or regulatory requirements, either domestically or in the international markets we serve, a recall will be conducted. This ensures that our business operations adhere to the highest quality and legal benchmarks.

Recall Process

1. Notification
   Once a recall decision is made, we will immediately notify our customers through various channels. This includes sending emails to the registered business contacts associated with the affected orders, posting announcements on our official website (https://softstepshoes.com/), and, if possible, contacting you directly via phone for high – priority recalls. The notification will clearly state the product details, including the model number, batch number (if applicable), and a description of the issue.
2. Return Instructions
   We will provide detailed instructions on how to return the recalled products. You will be asked to package the products securely to prevent any further damage during transit. Include any relevant documentation, such as purchase invoices or order numbers, if available. The return address will be clearly specified in the recall notice.
3. Shipping Arrangements
   For the return of recalled products, we will cover the shipping costs. Depending on the volume and nature of the recall, we may provide prepaid shipping labels or arrange for pickup services. Our customer service team will be available to assist you in coordinating the return shipping process.

Compensation and Support

1. Refunds or Replacements
   Upon receipt and verification of the returned recalled products, we will process refunds promptly. If the product is part of an ongoing business relationship, we can also discuss alternative arrangements, such as product replacements or credits towards future purchases, based on your preference and the specific circumstances of the recall.
2. Customer Support
   Our customer service team will be available throughout the recall process to answer any questions or concerns you may have. We understand that a product recall can cause inconvenience, and we are committed to minimizing the impact on your business operations. You can reach us at [customer service phone number] or [customer service email address].

Preventive Measures

We take product recalls very seriously and use them as an opportunity to improve our quality control and production processes. After a recall, we conduct thorough investigations to identify the root cause of the issue. We then implement corrective actions to prevent similar problems from occurring in the future. This may include changes to our raw material sourcing, production line procedures, or enhanced product testing methods.

We appreciate your cooperation during a product recall situation and remain dedicated to providing you with high – quality, safe products for your business needs.