Returns & Refunds Policy

Roots & Wonder – The Educational Resource Store

At Roots & Wonder, we want you to be happy with your purchase. We carefully create and select our educational resources and aim to provide products that are enjoyable, useful and of a high standard.

This Returns & Refunds Policy explains when returns and refunds are available and how to request one.

Physical Products

If you purchase a physical product from our online store, you may have the right to cancel your order if you change your mind, in accordance with applicable UK consumer law.

For eligible online purchases, customers generally have 14 days from receiving their goods to notify us that they wish to cancel, followed by a further 14 days to return the goods.

Returned items should be in their original condition and should not have been unnecessarily used, damaged or altered.

Where a return is accepted, refunds will normally be made using the original payment method.

Custom-Made/ordered and Personalised Items

Custom-ordered, personalised or specially made items are exempt from our standard change-of-mind returns and refunds policy.

This includes products that have been made specifically to a customer's requirements, personalised with information supplied by the customer, or created specifically following an individual order where the item is not ordinarily available as a standard product.

Because these products are made specifically for you, we are generally unable to accept returns or provide refunds simply because you have changed your mind.

This exclusion does not affect your statutory consumer rights. If a custom-made or personalised item is faulty, damaged, not as described, or does not meet the agreed specification, please contact us so that we can work with you to resolve the issue.

Digital Educational Resources

Due to the nature of digital products, refunds may not be available once a digital resource has been downloaded or accessed.

Where required by law, we will obtain the customer's agreement to begin the download and confirmation that they understand their statutory cancellation rights may end once the digital content begins to be supplied.

If you experience a technical problem with a digital resource, such as being unable to download or access a file, please contact us and we will do our best to resolve the issue.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, is not as described, or you have received the wrong item, please contact us as soon as possible.

Please provide:

• Your order number

• Your name

• Details of the problem

• Photographs of the item where appropriate

We will assess the issue and, where appropriate, offer a repair, replacement, refund or another suitable remedy in accordance with your legal rights.

Our returns policy does not remove or restrict any rights you have under UK consumer law. Goods must meet requirements including being as described, of satisfactory quality and fit for purpose.

How to Request a Return or Refund

To request a return or refund, please contact us at:

Email: edutrayplay@gmail.com

Please include your order number and explain the reason for your request.

We will respond as soon as possible with instructions on what to do next.

Please do not return an item without contacting us first, as this may delay the processing of your return.

Return Postage

Where a customer is returning an eligible item because they have changed their mind, the customer may be responsible for the cost of returning the item, unless otherwise stated or required by law.

Where an item is faulty, damaged, incorrect or not as described, we will work with you to resolve the issue in accordance with your statutory rights.

Refunds

Once a return has been approved and the relevant item has been received, we will process the refund as soon as reasonably possible.

Where a statutory cancellation right applies to an online purchase, UK rules generally require the refund to be made within 14 days of receiving the returned goods or appropriate evidence of their return. Standard delivery costs may also need to be refunded, although additional costs for an upgraded delivery option may not be refundable.

Refunds will normally be made using the original payment method.

Exclusions

Returns and refunds will not normally be accepted for:

• Custom-made or personalised products where the customer has changed their mind

• Items that have been damaged or altered by the customer

• Items that have been unnecessarily used beyond what would reasonably be required to inspect them

• Digital resources where the statutory cancellation right has been validly waived following the start of the download or supply

These exclusions do not affect any statutory rights that cannot legally be excluded.

Contact Us

If you are unsure whether your purchase is eligible for a return or refund, please get in touch. We are always happy to discuss your situation and will aim to resolve any issue fairly and respectfully.

Email: edutrayplay@gmail.com
Business: Roots & Wonder – The Educational Resource Store

Last updated: [16th Aug 2026]

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