Refund policy
Our refund policy lasts 14 days, starting the day of delivery. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Partial returns of a product or bundle can only be exchanged, not refunded.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned, such as
- Gift cards
All MOUNTAIN branded products come with a 24 month statutory warranty.
If you are experiencing technical difficulties with our products or wish to return them please contact our customer service . They will be able to assist and guide you through the return procedure.
To complete your return, we require a receipt or proof of purchase as well as the return of the product itself.
There are certain situations where no exchange or refund are granted:
- Missing or damaged parts
- Missing or damaged retail packaging
- Visual damages such as scratches, dents etc.
- Any item for which a return requested after 14 days of delivery
If the return of your product was authorised by MOUNTAIN, please ship the ordered item(s) you wish to return to our warehouse. MOUNTAIN will not cover the return shipping costs. We recommend using a traceable and insured tracking method as MOUNTAIN is unable to refund damaged or lost goods.
Once your return is received and inspected, you will receive an email notifying you of its arrival. We will also notify you of the approval or rejection of your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at summit@mountain.gg.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@mountain.gg and we will set up the process for you. After we received your shipment at our warehouse, it may take up to 10 business days for us to process, test and(if required) ship the replacement.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should contact customer service and if your return is approved, you will receive shipping instructions.
Depending on where you live, the time it may take for your parcel to reach us or the exchanged product to reach you, may vary.
You are solely responsible for the proper packaging of your returnable item in an appropriate box that can withstand shipping. If the product and retail packaging is damaged when reaching our warehouse due to insufficient packing material, we will not be able to exchange or refund the item for you.
MOUNTAIN is not liable for any transport/ delivery/ insurance costs, import duties, taxes, licensing fees and any charges from telephone/ fax communication as consequence of the failure of the product.