Return and 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 an easy process for returns and refunds.

Return Period

You have 14 days from the delivery date to return the items and get a full refund.

The 14-day period begins on the day you (or a person you nominate) receive the products. To meet the deadline, you must contact us and return the items within this period.

Eligibility for Return

Items that can be returned
✅ Items unused and in original condition
✅ Items in original packaging with all components included
✅ Products with original labels and tags attached
✅ Defective or damaged items (in any condition)
✅ Items that do not match the description on our website

Items that cannot be returned
❌ Used or damaged items (unless defective upon delivery)
❌ Items without original packaging or missing components
❌ Custom or made-to-order items (unless defective)
❌ Items damaged by misuse or normal wear and tear
❌ Items returned after the 14-day period

Special Considerations for Montessori Products

  • Wood materials should be free of marks, scratches or stains
  • Educational sets must include all pieces and materials
  • Books and printed materials must be in pristine condition and unwritten
  • Sensory materials must be unused and in the original sealed packaging (if applicable)

How to Return Items

Step 1: Contact us
Before returning any item, please contact our customer service department:

Provide:

  • Order number
  • Reason for return
  • List of items to be returned
  • Photos (in case of damaged or defective items)

Step 2: Return Authorization
We will provide you with:

  • Return authorization number
  • Instructions for return shipment
  • Prepaid shipping label (for defective items only)

Step 3: Pack the Return

  • Pack items securely in original packaging whenever possible
  • Include all components, manuals and accessories
  • Include a copy of the order confirmation
  • Clearly write the authorization number on the package

Step 4: Send the Return
Return Address:
Step by Step Store - Returns Department
Via Compagnoni 26, Milan (ZIP code 20129), Italy

📌 Important: Return shipping charges are the responsibility of the customer, except for defective items or order errors on our part.

Reimbursement Procedure

Processing Times
Refunds are processed within 3 business days after receipt of returned items.
(Business days are Monday through Friday, excluding holidays.)

Method of Reimbursement

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

Reimbursement Amount

  • Refund of the total purchase price for eligible items
  • Initial shipping charges are non-refundable (except for defective items)
  • Return shipping costs are deducted from the refund (except for defective items)

Damaged or Defective Products

Immediate Action Needed
If you receive damaged or defective items, contact us within 48 hours of delivery:

What is needed

  • Photo of damaged/defective item
  • Description of the problem
  • Order number

Our Response
For damaged or defective items:

  • We provide a prepaid return label
  • We process replacement or refund immediately after receiving the photos
  • We cover all return shipping costs
  • We expedite the shipment of the replacement when possible

Changes

Exchange Policy

  • We offer changes for size or color variations, if available
  • Exchange rates are subject to stock availability
  • Requests must be made within 14 days of delivery

Change Procedure

  1. Contact us to check the availability of the desired product
  2. Return the original item by following the normal return procedure
  3. Place a new order for the replacement item
  4. We will refund the difference or request additional payment if necessary

International Returns

International Customers

  • The same 14-day period applies
  • Return shipping costs are the responsibility of the customer (except for defective items)
  • Customs duties and taxes are non-refundable
  • International returns may take longer to process

Customs Information

  • Indicate packages as "Returned Goods"
  • Include a copy of the original invoice
  • We are not responsible for packages lost during international transit

Reimbursement Tracking

Stay Informed
We will update you throughout the reimbursement process:

  • Email confirmation upon receipt of return
  • Notification of processing when reimbursement is initiated
  • Final confirmation upon completion of repayment

Check Refund Status
You can contact our customer service department at any time to find out the status of your return or refund.

Special Circumstances

Late Returns
Returns beyond the 14-day period may be evaluated on a case-by-case basis, particularly for:

  • Defective items discovered after first use
  • Products that develop problems during normal use
  • Postal delays not attributable to the customer

Seasonal Periods
During busy periods (holidays, 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, such as natural disasters, strikes, or postal service disruptions.

Quality Control

Our Commitment.
All returned items are carefully inspected to ensure that they meet the return criteria. Items that do not meet the requirements may be returned to the customer at his or her expense.

Putting Back into Inventory
Eligible items are thoroughly cleaned, inspected, and returned to saleable condition before being put back into inventory.

Contact

Customer Service

Returns Department

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

Policy Updates

This return policy may be updated periodically. Any changes will be posted on this page with a new "Last Updated" date. Continued use of our site implies acceptance of the changes.

Quick Summary

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

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

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