Refund & Returns Policy
At Montessori Universe, we want you to be happy with every order. This page explains how to return an item, how refunds work, and the cancellation rights you have under UK consumer law.
Your right to cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To do so, simply let us know by email before the 14-day period ends. Once we receive the returned item, we will refund the sums you paid, including the standard delivery cost, within the timeframe set out below.
The essentials
- You have 14 days from delivery to request a return.
- Items must be unused, complete, and in their original packaging.
- No restocking fees.
- Return postage is paid by you, unless the item arrived damaged, faulty, or was sent in error, in which case we cover it.
- Approved refunds are issued to your original payment method within 4 working days of inspection.
How to start a return
Email us at contact@montessori-universe.co.uk within 14 days of delivery, including:
- your order number,
- the reason for the return,
- a photo or two of the item where relevant.
We will reply with the return address and full instructions. Please do not send anything back before receiving our confirmation, as unauthorised returns may not be accepted. We recommend using a tracked postage service, as we cannot be responsible for a returned parcel that does not reach us and has no tracking.
Condition of returned items
To be accepted, items must be unused, in the same condition in which you received them, and in their original packaging with any accessories included. Items that show signs of use, are damaged after delivery, or are returned incomplete for reasons not attributable to us may receive a partial refund or be declined.
Refunds
Once your parcel arrives and has been inspected, we email you our decision. If approved, your refund is processed within 4 working days to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement. If it has not arrived after that, please check with your card provider first, then contact us and we will look into it with you.
Refunds cover the price of the product. Return postage is not refundable unless the return is due to our error.
Faulty, damaged, or incorrect items
If your item arrives damaged, faulty, or different from what you ordered, contact us straight away at contact@montessori-universe.co.uk with your order number and photos. In these cases we cover the return postage and offer a full refund or a replacement, at no extra cost to you. This is in addition to your statutory rights under the Consumer Rights Act 2015.
Exchanges
We do not process direct exchanges. To receive a different item, please return the original following the steps above and place a new order.
Cancelling before dispatch
If your order has not yet been dispatched, we can usually cancel it and refund you in full. Email us with your order number as soon as possible. Once an order has shipped, you can receive it and start a return under the 14-day window above.
Nothing in this policy affects your statutory rights as a consumer under UK law.
Montessori Universe — operated by ECOM DDTL LIMITED Email: contact@montessori-universe.co.uk