Exchanges & Returns

General

The following pertains to all exchanges and returns irrespective of reason:

 • All items being returned to Mountain Trails should, unless they have been used, be returned with the original product packaging and labels.

 • You must inform us of your wish to return an item first, via email or phone and obtain a Returns ID Number before returning the item for any reason. This number should then be entered onto the Returns Form.

 • You will need to print off a copy of our Printable Returns Form here.

 • Unless there is an obvious defect or fault, we do not accept the return of food items where the seal of the pouch or package has been breached.

 • For any high value items, we recommend that you use registered post or a guaranteed delivery service for all returns as we cannot accept responsibility for any items that go missing on their way back to us. Postage costs will not be refunded. We will contact you using the email on the Returns Form on receipt of the item(s) to let you know that they have been received.

 • All returns will be dealt with ASAP and we endeavour to deal with any refunds and exchanges within 2 working days of having received the return. If there is any issue in dealing with your return or exchange we will contact you by email as soon as it becomes apparant. You will be advised by email when a refund has been made or an exchange has been despatched.

Returning Unwanted Items

In the case of items that are simply unwanted, you must inform us, and obtain a Returns ID Number, within 7 days. You are responsible for paying the postage costs of returning unwanted stock.

All returns of this kind must be undamaged, in the original packaging and in a fully re-saleable unused condition. Don't forget to include a completed Returns Form.

Returning Non-Defective Items for an Exchange

In the case of items that are not defective but require exchange, for whatever reason, you must inform us, and obtain a Returns ID Number, within 14 days. You must state the reason for return clearly on the Returns Form and indicate which product you would like to exchange for.

You are responsible for paying the postage costs of returning exchange stock and for the cost of shipping the replacement item out to you. Exchange Postage can be purchased here.

If the requested item is a different price we will either refund the difference or be in contact to obtain card details so the difference can be paid. Please ensure that you include a contact telephone number or email address on the Returns Form if this is the case.

Items for exchange must be undamaged, returned with the original packaging and in a fully re-saleable unused condition.

Returning Items Found to be Defective on Receipt

In the case of items that are found to be defective upon receipt and require replacement or refunding, you must inform us, and obtain a Returns ID Number, within 14 days. You must state the reason for return clearly on the Returns Form.

We will inspect the defective item once received - in some instances we may send the item to the manufacturer for a final decision. If the item is deemed to be faulty we will replace the item if possible or, if requested, refund the price paid for the item.

If you are at all uncertain as to whether your product is faulty or not then please feel free to contact us.

You will be refunded the postage costs of returning defective stock at the same rate at which it cost us to ship to you - we will also pay for the cost of shipping a replacement item, if that is your wish, out to you subject to it being to the same address as that originally used in the order.

Items for replacement or refund in this case must be returned with the original packaging and in an unused condition.

Returning Items that have Developed a Fault During Use

In the case of items that are found to have developed a fault during fair use and require replacement or repair, you must inform us, and obtain a Returns ID Number, within one year of purchase. You must state the reason for return clearly on the Returns Form.

We will inspect the defective item once received - in some instances we may send the item to the manufacturer for a final decision. If the item is deemed to be faulty we will replace the item if possible or repair the item. If the fault has occured within 30 days of purchase we will refund the price paid for the item if requested.

If you are at all uncertain as to whether your product is faulty or not then please feel free to contact us.

You will be refunded the postage costs of returning defective stock at the prevailing rate of the service used to originally ship it to you - we will also pay for the cost of shipping the replacement or repaired item out to you subject to it being to the same address as that originally used in the order.

Cancelling Your Order

In accordance with the European Directive on distance selling you do have the right to cancel your order within 7 days of receipt and return it to us unused and in its original packaging. You will have to pay for the return shipping.

We will inspect the item(s) pertaining to the order once received. If any item is found to have been opened and/or used we will consider that you have forfeited your rights of cancellation, return the goods to you, and charge for the costs of return.