Refund policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If your products arrive in an unsatisfactory condition please contact our team immediately and take photographic evidence of all damage/concerns for our team to assess. Without sufficient photographic evidence we may be unable to provide a replacement or process a refund.
Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Faulty, Damaged, Missing or Incorrect Items
If your item arrives faulty, damaged, or you’ve received a wrong or missing item, please contact us within 48 hours at info@mountainjoes.co.uk
We will:
- Cover the cost of return shipping
- Offer a replacement or a full refund, including your original delivery charges
To help us process this quickly, please include:
- Your order number
- A description of the issue
- Clear photos of the damaged item, the interior and outside the box, and the shipping label.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received our refund yet, please contact us at: info@mountainjoes.co.uk
Discounts and Refunds
When ordering with a discount code please make sure you enter the code prior to checkout. We won't be able to refund the discount difference after checkout. If you are having any issues with your code please contact us and we will make sure to sort the issue for you as soon as possible
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@mountainjoes.co.uk and send your item to:
Mountain Joe's
Unit 14 Seafire Business Park
Seafire Way
Burscough
L20 8AH
Shipping
To return your product, you should mail your product to:
Mountain Joe's
Unit 14 Seafire Business Park
Seafire Way
Burscough
L20 8AH
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.