How returns work.
Compression hosiery is a hygiene product and that comes with rules. Here's exactly what we can and can't accept back, in plain English.
The hygiene rule.
Compression socks are next-to-skin and we cannot accept opened products back. Once the seal on the packaging is broken, the product is yours to keep.
This isn't us being awkward. It protects every Bright Step customer from receiving anything that's been worn before. The same rule applies at every retailer who sells hygiene products, and it's specifically permitted under UK Consumer Contracts Regulations 2013.
If you're not sure about size or fit, our size guide is detailed for a reason. Get in touch before you order if you need help choosing.
Sealed and unworn returns.
If the packaging seal is intact and the product is in its original condition, we accept returns within 14 days of receipt for a full refund.
To qualify, the product must be:
- In its original sealed packaging, with the seal unbroken
- Unworn, unwashed, and free from marks, hair, or wear
- Returned with the original labels and any inserts
- Sent back within 14 days of the date you received your order
You're responsible for the cost of return postage unless the item is faulty or wrong (see below). We strongly recommend a tracked service so you have proof of postage.
Faulty or incorrect items.
If your socks have a manufacturing defect, or if you've received the wrong size or product, please get in touch within 30 days of receipt and we'll sort it. Your statutory rights under the Consumer Rights Act 2015 apply throughout.
For faulty or incorrect items, we'll offer you your choice of replacement or refund at no cost to you, including return postage.
To help us help you quickly, please email us at hello@brightstepsocks.co.uk with:
- Your order number
- A photo of the issue (a photo of the fault is the fastest way to get it resolved)
- A short description of what's wrong
How to start a return.
We don't have an automated returns portal yet, so for now please email us at hello@brightstepsocks.co.uk with your order number and a brief reason for the return. We'll get back to you within two working days with the return address and any further instructions.
Please do not send anything back without contacting us first. It helps us track your return and process your refund quickly.
Refunds.
Once we receive and inspect your return, we'll process your refund within 5 to 10 working days. The refund goes back to the original payment method you used at checkout.
For card refunds, please allow an additional 3-5 working days for the funds to appear in your account, depending on your bank. PayPal and Apple Pay refunds are typically faster.
We'll send you an email confirmation as soon as your refund is processed.
Exchanges.
To keep things simple, we don't offer direct exchanges. If you've ordered the wrong size and the product is sealed and within the 14-day return window, the cleanest path is to:
- Email us to start a return for a refund
- Place a new order for the correct size whenever you're ready
This way you don't have to wait for stock holds or back-and-forth on availability. The new order ships straight away, and the refund lands once we've checked your return.
Your statutory rights.
This returns policy doesn't affect your statutory rights as a consumer in the UK. Under the Consumer Rights Act 2015, you're entitled to a refund, repair, or replacement for goods that are not of satisfactory quality, not fit for purpose, or not as described.
Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel most online purchases for any reason. Sealed hygiene products (including compression hosiery) are exempt from this once the seal has been broken, in line with Regulation 28(3)(b).
For more information on UK consumer law, visit Citizens Advice.
Need to return something?
Email us with your order number and we'll guide you through it. We're a real small team and we read every message.
Start a return