Return and Refund Policy
Last updated: July 30, 2024
I. Return conditions
By ordering at Mounteen, you agree that you have read and agree to provisions of the Return and Refund Policy provided below.
I.1. Post-delivery inspection
We advise you to inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item.
This should help minimize the chance of return complications, such as the item losing its original condition or loss of original packaging, which could put at risk the eligibility of your item for return.
I.2. Timeframe
We have a 60-day return and refund policy, which means you have 60 days after receiving your item to return it for a refund or exchange.
The postmark date on the return package must be within this 60-day period.
I.3. Return shipping cost
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please consider using trackable services, as we will not be able to provide a return or refund in case your package gets lost on its way back.
I.4. Item condition
To be eligible for a return, your item must be in new condition or the same condition you received it in, not missing its original packaging, parts, tags, or instructions, and have no signs of wear or use.
Depending on the condition of the returned item, for example if the item is broken, missing parts, or not in new condition, we reserve the right to issue a partial or no refund.
I.5. Proof of purchase
In addition to the item being returned, the return package should include the original receipt or another proof of purchase (printout of your order page, customer support email screenshots mentioning the order number).
I.6. Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) and perishable goods (such as food, flowers, or plants).
We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We also do not accept returns on sale items or gift cards.
Free items, such as items obtained using our loyalty program rewards, are also not eligible for a refund.
We cannot refund items that were not delivered due to external factors, such as the wrong or incomplete shipping address, your unavailability at the shipping address, moving to a different address, failure to pick up the item at the postal office, or inaccessibility of the shipping location due to factors that include, but are not limited to, presence of gates or adverse weather conditions.
II. Return process
II.1. Starting a return
To start a return, please contact us at returns@mounteen.com and let us know you'll be returning your purchase and if you would like it to be replaced (exchanged for a similar or different item) or refunded.
Items sent back to us without first starting a return will not be accepted.
If you do not wish to start a return, but have a question, please get in touch with us at support@mounteen.com.
II.2. Return address
Mounteen
1014 Hopper Ave
#105
Santa Rosa, CA
95403
United States
III. Refunds
III.1. Return inspection and approval
We inspect returns and process refunds within 30 days of receiving the returned item.
We will notify you once we’ve received and inspected your return in accordance with the eligibility conditions outlined above, and let you know if the refund was approved or not.
III.2. Refund processing
If approved, your refund will be processed to your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too. Most financial institutions take around 3-5 business days for processing a refund.
III.3. Refund amount
Depending on the condition of the returned item (see Item condition), you may receive a partial or no refund.
If you have any questions about this Return and Refund Policy, please don't hesitate to get in touch with us at support@mounteen.com.