Returns & Exchanges
General Returns Information
Please note that only new & unused products purchased via this website may be returned using the method outlined below. If you have purchased your Mountain Equipment product from another website or high street retailer you must return the item to them.
Should you have a query relating to returning or exchanging an item please email firstname.lastname@example.org.
How to Return:
If you wish to return all or part of your order you can do so within 30 days of receiving your original order. Please ensure that any item is unused and in the original packaging.
The subsidised returns cost (£4) for our next-day courier returns service will be deducted from the value of your returns refund*
- Please ensure the product(s) is carefully packaged to avoid damage in transit.
- Enclose a completed Returns Form, which was included with your original order, remembering to include your original order number, with the parcel to be returned
- Visit our online returns portal https://returns.dpd.co.uk/outdoor-sports-company/GB/home and follow the instructions making sure you have the original order number to hand.
- Print and affix your returns label to your returns parcel (this will be emailed to you so check your SPAM or JUNK folder if it does not appear)
- Drop-off your parcel at one of the more than 2500 locations throughout the UK – please ensure that this is done within 48 hours otherwise you will need to obtain a new label
If you do not have a DPD drop-off location nearby please contact email@example.com and we will arrange a DPD Pick-Up collection at your home address at a time to suit.
All returns will be refunded to you (minus the subsidised returns cost of £4) via the form of payment used to place the original order once the item (s) have been received by us and inspected. We aim to process refunds within 2-3 working days of receipt of goods. We’ll let you know once it’s gone through.
Exchanging an Item
To exchange an item please return it via our online returns portal so that we can refund your initial purchase price. You will then need to place a new order. Unfortunately our e-commerce system does not allow us to offer direct exchanges.
Our Returns Policy
You may return any new and unused product to us within 30 days of delivery for a refund of its purchase price. Items should be returned in their original packaging and with all swing-tickets still attached. The cost of returning any item to us via our DPD online returns portal is subsidised but not covered by Mountain Equipment and as such will be deducted from the value of your returns refund*.
We can only accept returns that are sent via our DPD online returns portal. Please retain your proof of purchase. We are not responsible for items lost or delayed on their way back to us but by using the DPD returns portal we hope to minimise the chance of this happening and thereby save headaches for both of us. In the event of a lost returns parcel, you as the sender are responsible for processing any claim.
Unfortunately, we are not able to process exchanges online. Should the item not be suitable please return it via our returns portal so we can refund your initial purchase. You will then need to place a new order.
*In the event that a product is supplied in error, is found to be faulty immediately upon receipt or is not as described, Mountain Equipment will provide a full refund including the cost of return shipping.
Please handle any product you receive from us with care. Please be careful when trying on garments to ensure they are not damaged or soiled in any way and do not remove any swing-ticket until you are completely satisfied. In the event you wish to return a product to us which is subsequently found to not be in a fully re-saleable condition we reserve the right to deduct an appropriate amount from any refund.
The Mountain Equipment Guarantee
Everything we make is fully guaranteed to the original purchaser against defects in components, materials and workmanship for the reasonable life of the product. If the product is found to be defective before use, or fails during use for one of these reasons we will repair or replace it at our own discretion.
Our guarantee does not cover damage caused by normal wear and tear, accidents or inappropriate use. It does not cover any claims for consequential loses nor does it affect your statutory rights as a consumer.
Should you believe a product to have a developed a fault that falls under these terms then please contact firstname.lastname@example.org
Good Night’s Sleep Guarantee
Should you decide that the sleeping bag you’ve purchased is not as warm as you’d expected it to be we will upgrade your bag to one of a warmer specification (if available). The used bag must be returned within 30 days of receipt of order. It is the responsibility of the customer to pay any difference in cost between their existing sleeping bag and the one they wish to upgrade to. No refunds are permissible. Please contact email@example.com to discuss your upgrade before returning.