What is your returns policy?
Returning an unwanted item
Original condition
Responsibility
Fair use
Exchanges
Returning a faulty item
Returning an incorrect or extra item
Returning an item to store
Returning an unwanted item
We understand that sometimes something just doesn't work for you, and you want your money back. If an item is still in its original condition, we accept postal returns for a return charge outlined in our return portal or you can return to one of stores for free, subject to all the conditions detailed below. None of these affect your statutory rights.
If you return an item requesting a refund within 60 days of purchase, we'll give you a full refund. Your refund will be issued using your original payment method.
Please note for a little peace of mind this Christmas, we have extended our usual returns policy. From 1st October 2023 items bought online or in store as gifts will be eligible for return until 31st January 2024.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above timeframes, but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
We don't accept returns for unwanted items after 60 days of purchase. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customer’s safety is extremely important to us, so certain items can’t be returned for refunds including:
- Underwear if the hygiene seal is not intact or any labels have been broken.
- Swimwear if the hygiene seal is not intact or any labels have been broken.
- Toothbrushes if the package has been opened.
- Individual items that are part of a set; the full set must be returned.
- Gas canisters can’t be returned due to safety reasons.
Of course, it's fine to try an item, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. To receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way. Don’t forget to retain your proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). We cannot guarantee that your return will be found and we do not provide compensation for incorrectly returned items. As we cannot store mistakenly returned items, these are are donated.
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right, then we might have to deactivate your account and any associated accounts. This includes but isn't limited to:
• When we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them.
• When someone orders and returns in high volumes - more than even the most loyal Mountain Warehouse customer would order.
• When the items returned don't match what you ordered. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Exchanges
We do not offer exchanges via post. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order or visit your local store.
Returning a faulty item
We’re sorry if you’ve received a faulty item or the item has developed a fault; all Mountain Warehouse products come with a 12-month guarantee. If you feel your item is faulty, the quickest way to resolve this is to take your item into your local store with your proof of purchase. You can do this for both online and in store purchases.
If you are not able to get to your local store, and believe your item has a fault, please contact our Customer Care team with the below details:
- Proof of purchase (Order number or store receipt)
- Photos of fault
- Details of fault
Our Customer Care team are unable to resolve the issue without these details.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.
Returning an incorrect or extra item
We’re sorry if we have made a mistake and you have received either an incorrect or extra item in your order. Please get in touch with Customer Care so we can put it right – we will need the following information to resolve the issue:
- Proof of purchase (Order number)
- Photos of the incorrect item
- Item name & barcode
- Item Size, colour and price
Returning an item to store
We accept returns to all our stores for items “sold and shipped by Mountain Warehouse,” please bring your proof of purchase with you for a full refund. Proof of purchase can either be your order confirmation or dispatch note if purchased online or your e-receipt or physical receipt if purchased in store. If you do not have your proof of purchase, we will not be able to give you a monetary refund. The monetary refund will only be issued to the original method of payment. Please bear in mind we may have to ask you for your full contact details to process your refund.