Refund policy

Website: www.stepbystep-store.com
Effective date: 04.06.2025 – Last updated: 07.06.2025

At Step by Step Store, we want you to be completely satisfied with your purchase of Montessori products. If, for any reason, you are not happy with your order, we offer a simple returns and refunds procedure.

Return Period

You have 14 days from the date of delivery to return items and obtain a full refund.
The 14-day period begins on the day on which you, or a person appointed by you, receive the products. To meet the deadline, you must contact us and send the items back within this period.

Return Eligibility

Items that can be returned
✅ Unused products in their original condition
✅ Items in their original packaging with all components included
✅ Products with original labels and tags still attached
✅ Defective or damaged products, in any condition
✅ Items that do not match the description on our website

Items that cannot be returned
❌ Used or damaged products, except in the case of defects upon delivery
❌ Items without original packaging or with missing components
❌ Personalised or made-to-order products, unless defective
❌ Products damaged due to improper use or normal wear and tear
❌ Items returned after the 14-day period

Special Considerations for Montessori Products

Wooden materials must be free from marks, scratches or stains
Educational sets must include all pieces and materials
Books and printed materials must be in perfect condition and must not have been written on
Sensory materials must be unused and in their original sealed packaging, where applicable

How to Return Items

Step 1: Contact Us
Before returning any item, please contact our customer service team:
Email: info@stepbystep-store.com
Hours: 09:00 – 17:00 UTC

Please provide:
Order number
Reason for the return
List of items to be returned
Photos, in the case of damaged or defective items

Step 2: Return Authorisation
We will provide you with:
Return authorisation number
Return shipping instructions
Prepaid shipping label, only for defective items

Step 3: Pack Your Return
Pack the items securely in their original packaging whenever possible
Include all components, manuals and accessories
Include a copy of the order confirmation
Clearly write the authorisation number on the package

Step 4: Ship Your Return
Return Address:
Step by Step Store – Returns Department
⁠SBS Srl Semplificata c/o Hive warehouse, Strada per Silvano Pietra 1a/1b, 27050, Casei Gerola (Pavia), Italy

📌 Important: Return shipping costs are borne by the customer, except in the case of defective items or order errors on our part.

Refund Procedure

Processing Times
Refunds are processed within 3 business days of receiving the returned items.
Business days are Monday to Friday, excluding public holidays.

Refund Method
Original payment method: refund to the same payment method used for the purchase
Credit cards: it may take 3–5 business days for the refund to appear on your statement
PayPal: usually within 24 hours
Bank transfer: 3–7 business days, depending on the bank

Refund Amount
Refund of the full purchase price for eligible items
Original shipping costs are non-refundable, except in the case of defective items
Return shipping costs are deducted from the refund, except in the case of defective items

Damaged or Defective Products

Immediate Action Required
If you receive damaged or defective items, please contact us within 48 hours of delivery:
Email: info@stepbystep-store.com

What We Need
Photos of the damaged/defective item
Description of the issue
Order number

Our Response
For damaged or defective items:
We provide a prepaid return label
We process a replacement or refund immediately after receiving the photos
We cover all return shipping costs
We expedite replacement shipping whenever possible

Exchanges

Exchange Policy
We offer exchanges for size or colour variations, where available
Exchanges are subject to stock availability
Requests must be made within 14 days of delivery

Exchange Procedure
Contact us to check availability of the desired product
Return the original item by following the standard return procedure
Place a new order for the replacement item
We will refund the difference or request any additional payment where necessary

International Returns

International Customers
The same 14-day return period applies
Return shipping costs are borne by the customer, except in the case of defective items
Customs duties and taxes are non-refundable
International returns may take longer to process

Customs Information
Mark packages as “Returned Goods”
Include a copy of the original invoice
We are not responsible for packages lost during international transit

Refund Tracking

Stay Informed
We will keep you updated throughout the refund process:
Email confirmation upon receipt of the return
Processing notification when the refund is initiated
Final confirmation once the refund has been completed

Checking Refund Status
You may contact our customer service team at any time to check the status of your return or refund.

Special Circumstances

Late Returns
Returns after the 14-day deadline may be assessed on a case-by-case basis, particularly for:
Defective items discovered after first use
Products that develop issues during normal use
Postal delays not attributable to the customer

Seasonal Periods
During busy periods, such as holidays or sales, processing times may be slightly longer. We will inform you of any delays.

Force Majeure
Processing times may be extended due to force majeure events, such as natural disasters, strikes or postal service disruptions.

Quality Control

Our Commitment
All returned items are carefully inspected to verify that they meet the return criteria. Items that do not meet the requirements may be sent back to the customer at the customer’s expense.

Restocking
Eligible items are carefully cleaned, checked and restored to saleable condition before being returned to inventory.

Contact

Customer Service
Email: info@stepbystep-store.com
Hours: 09:00 – 17:00 UTC

Returns Department
Email: info@stepbystep-store.com
Address: Via Compagnoni 26, Milan, 20129, Italy

Website Support
Visit the FAQ section: www.stepbystep-store.com/faqs-montessori-step-by-step

Policy Updates

This returns policy may be updated periodically. Any changes will be published on this page with a new “Last updated” date. Continued use of our website implies acceptance of the changes.

Quick Summary

✅ Return period: 14 days from delivery
✅ Refund processing: 3 business days from receipt of the return
✅ Contact us first: always before sending items back
✅ Original condition: unused products in their original packaging
✅ Customer responsibility: return shipping costs, except in the case of defective items
✅ Our commitment: fair, fast and friendly service

Questions? Contact us at info@stepbystep-store.com

This policy was last updated on 07.06.2025 and is effective immediately.