Refund policy
Return & Refund Policy
Last updated: September 4, 2026
At mountainwearh, your satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
1. Returns
We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:
Unused and in the same condition that you received it
In its original packaging where applicable
Accompanied by all accessories, manuals, and other items originally supplied with the product
In a condition that allows the item to be resold, unless the item is defective or damaged
Items that are used, damaged, altered, or not in their original condition may not be eligible for a return, except where the issue is due to a defect or damage.
2. Non-Returnable Items
Certain items may not be eligible for return where permitted by applicable law, including:
Personalized or custom-made products
Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been opened
Products that have been used, damaged, or altered after delivery, unless the issue is due to a defect or damage
This does not affect any statutory consumer rights that cannot legally be excluded.
3. How to Initiate a Return
To start a return, please contact us within 30 days of receiving your order:
Email: a0938625208@gmail.com
Phone: +44 20 7946 0192
Address: 3 Ecosystem, 100 Victoria Street, London, SW1E 5JL, United Kingdom
Please provide your order number and the reason for your return. If your item is damaged, defective, or incorrect, please also provide clear photographs where applicable.
Once your return is approved, we will provide you with instructions on how to send your item back.
Please do not send a return to our store address unless we have specifically instructed you to do so.
For change-of-mind returns, return shipping costs are the responsibility of the customer. If the item is defective, damaged during delivery, or incorrect, mountainwearh will cover the reasonable return shipping cost where the claim is confirmed.
4. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed within 5 business days and automatically applied to your original payment method.
Please note that it may take additional time for your bank or payment provider to post the refund to your account.
For change-of-mind returns, original standard delivery charges are generally non-refundable.
5. Late or Missing Refunds
If you haven't received your refund after 5 business days from the date it was processed, please:
Check your bank account again.
Contact your payment provider or card issuer, as it may take additional time for the refund to appear.
Contact your bank if necessary.
If you have completed these steps and still have not received your refund, please contact us at a0938625208@gmail.com or +44 20 7946 0192.
6. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
Please provide your order number and, where applicable, clear photographs showing the issue.
Once the claim has been reviewed and confirmed, we may provide an appropriate solution, which can include a replacement or a full refund.
7. Exchanges
We may replace items that are confirmed to be defective, damaged, or incorrectly supplied.
If you need to exchange an item for the same product, please contact us at a0938625208@gmail.com or +44 20 7946 0192.
8. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will make reasonable efforts to cancel the order before dispatch. If the order has already been dispatched, our standard return procedure will apply.
9. Consumer Rights
Nothing in this Return & Refund Policy affects your statutory rights under applicable UK consumer protection law.
If a product is faulty, not as described, or does not meet the requirements applicable to consumer purchases, you may have additional rights under UK law.
10. Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
mountainwearh
3 Ecosystem
100 Victoria Street
London, SW1E 5JL
United Kingdom
Email: a0938625208@gmail.com
Phone: +44 20 7946 0192