Returns & Refunds
We offer a 30-day return window. You have 30 days after delivery to request a return.
Return eligibility
To be eligible, an item must be unused, unassembled and in the same condition in which it was received, with all parts, accessories, manuals and original packaging. Proof of purchase is required.
Contact info@montesstorytime.com before sending anything back. Returns sent without prior authorization may not be accepted.
Return shipping
- Damaged, defective or incorrect items: Montesstorytime covers approved return or replacement shipping. Please send clear photos of the item, packaging and shipping label so we can resolve the issue quickly.
- Change-of-mind returns: The customer is responsible for return shipping. If we provide a prepaid label, its exact cost will be disclosed before you approve the return and deducted from the refund.
Furniture and oversized items
Furniture and other oversized items must be unused, unassembled and returned in the original packaging unless the item arrived damaged or defective. Return shipping for a change-of-mind furniture return can be substantial; we will provide the cost before the return is approved.
Non-returnable items
For health and safety reasons, opened or used teethers, pacifiers, feeding items and other products intended for oral contact cannot be returned unless they arrived damaged, defective or incorrect. Gift cards, personalized items and final-sale items are also non-returnable.
Damages and order issues
Inspect the order when it arrives and contact us promptly if an item is damaged, defective, incomplete or incorrect. Do not discard the product or packaging until we confirm the next steps.
Exchanges
The fastest way to exchange an item is to return the original item after approval and place a separate order for the replacement.
Refunds
We will notify you after the return is received and inspected. If approved, the refund is issued to the original payment method within 10 business days. Banks and card issuers may require additional processing time.
If more than 15 business days have passed since we approved a refund, contact info@montesstorytime.com.
Order cancellations
Contact us within 12 hours of ordering if you need to cancel or correct an order. We will do our best to help, but an order cannot be cancelled after processing or dispatch has begun.
Nothing in this policy limits rights that cannot be excluded under applicable consumer law.