Refund & Returns Policy

Website: www.stepbystep-store.com
Effective Date: 04.06.2025
Last Updated: 07.06.12025

At Step by Step Store, we want you to be completely satisfied with your Montessori products purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and refunds process.

Return Period

You have 14 days from the date of delivery to return items for a full refund.

The 14-day period begins on the day you (or someone you nominate) receives the goods. To meet the return deadline, you need to contact us and send back the items within this 14-day window.

Eligibility for Returns

Items That Can Be Returned

✅ Unused products in their original condition
✅ Items in original packaging with all components included
✅ Products with original labels and tags attached
✅ Defective or damaged items (regardless of condition)
✅ Items that don’t match the description on our website

Items That Cannot Be Returned

❌ Used or damaged products (unless defective upon arrival)
❌ Items missing original packaging or components
✅ Personalized or custom-made products (unless defective)
❌ Products damaged by misuse 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 pristine, unwritten condition
  • Sensory materials must be unused and in original sealed packaging where applicable

How to Return Items

Step 1: Contact Us

Before returning any items, please contact our customer service team:

Email: info@stepbystep-store.com
Phone: 011 322 44 56
Hours: 09.00 = 17.00 UTC

Please provide:

  • Your order number
  • Reason for return
  • List of items you wish to return
  • Photos (if items are damaged or defective)

Step 2: Return Authorization

We’ll provide you with:

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

Step 3: Package Your Return

  • Pack items securely in original packaging when possible
  • Include all original components, manuals, and accessories
  • Include a copy of your order confirmation
  • Write the return authorization number clearly on the package

Step 4: Ship Your Return

Return Address:
Step by Step Store – Returns Department
Via compagnoni 26, Milan (zip 20129), Italy

Important: You are responsible for return shipping costs unless the item is defective or we made an error with your order.

Refund Process

Processing Time

Refunds will be processed within 3 working days of receiving your returned items.

Working days are Monday through Friday, excluding public holidays.

Refund Method

  • Original payment method: Refunds will be issued to the same payment method used for the original purchase
  • Credit card refunds: May take 3-5 additional business days to appear on your statement
  • PayPal refunds: Usually appear within 24 hours
  • Bank transfer refunds: May take 3-7 business days depending on your bank

Refund Amount

  • Full purchase price will be refunded for eligible items
  • Original shipping costs are non-refundable (unless item is defective)
  • Return shipping costs are deducted from refund (unless item is defective)

Damaged or Defective Items

Immediate Action Required

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

Email: info@stepbystep-store.com
Phone: 011 322 44 56

What We Need

  • Photos of the damaged/defective item
  • Description of the issue
  • Your order number

Our Response

For damaged or defective items, we will:

  • Provide a prepaid return label
  • Process replacement or refund immediately upon receiving photos
  • Cover all return shipping costs
  • Expedite replacement shipping where possible

Exchanges

Exchange Policy

  • We offer exchanges for size or color variations where available
  • Exchanges are subject to stock availability
  • Exchange requests must be made within the 14-day return period

Exchange Process

  1. Contact us to check availability of desired item
  2. Return original item following standard return process
  3. Place new order for replacement item
  4. We’ll refund the price difference or request additional payment as needed

International Returns

International Customers

  • Same 14-day return period applies
  • Customer responsible for return shipping costs (unless item is defective)
  • Customs duties and taxes are non-refundable
  • International returns may take longer to process

Customs Information

  • Mark returned packages as “Returned Goods”
  • Include original invoice copy
  • We cannot be responsible for packages lost in international transit

Refund Tracking

Stay Informed

We’ll keep you updated throughout the refund process:

  • Email confirmation when we receive your return
  • Processing notification when refund is initiated
  • Completion confirmation when refund is completed

Check Your Refund Status

Contact our customer service team anytime to check the status of your return or refund.

Special Circumstances

Late Returns

Returns received after the 14-day period may be considered on a case-by-case basis, particularly for:

  • Defective items discovered after initial use
  • Items that develop faults during normal use
  • Postal delays beyond customer control

Seasonal Considerations

During busy periods (holidays, sales events), processing may take slightly longer. We’ll notify you of any delays.

Force Majeure

Processing times may be extended due to circumstances beyond our control, such as natural disasters, strikes, or postal service disruptions.

Quality Assurance

Our Commitment

All returned items are thoroughly inspected to ensure they meet our return criteria. Items that don’t meet the criteria may be returned to you at your expense.

Restocking

Eligible returned items are carefully cleaned, inspected, and restored to sellable condition before being returned to inventory.

Contact Information

Customer Service

Email: info@stepbystep-store.com
Phone: 011 322 44 56
Hours: 09.00 -17.00

Returns Department

Email: info@stepbystep-store.com
Address: Via compagnoni 26, Milan (zip 20129)

Website Support

Visit our FAQ section at www.stepbystep-store.com/faq for answers to common questions.

Policy Updates

This refund policy may be updated from time to time. Any changes will be posted on this page with a new “Last Updated” date. Continued use of our website after changes indicates acceptance of the updated policy.

Quick Reference Summary

✅ Return Period: 14 days from delivery
✅ Refund Processing: 3 working days after we receive your return
✅ Contact First: Always contact us before returning items
✅ Original Condition: Items must be unused and in original packaging
✅ Your Responsibility: Return shipping costs (unless item is defective)
✅ Our Commitment: Fair, fast, and friendly service

Questions? Contact us at info@stepbystep-store.com or 011 322 44 56

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