Refund Policies

Returns, Exchanges and Warranty Policy

Customers may request an exchange or return through our customer service channels available on our website. We guarantee your right to exchange or return products in accordance with the terms below:

1. Change of Mind or Product Dissatisfaction

You may request a return within 30 (thirty) calendar days from the date of receipt of the product.

2. Defective Product

You may request assistance within 30 (thirty) calendar days from the date of receipt.

For defects such as: damaged glass or screen, visible scratches, missing parts, or similar issues, the customer must provide photos and videos of the received package as evidence.
If the customer contacts us but does not provide the requested evidence, the issue may be considered as damage caused by misuse.

The first step for any exchange or return request is to contact our Customer Service Centre. Our team will provide instructions on how to proceed with returning the product.

Returns Due to Dissatisfaction

  • The product must show no signs of use.

  • The item must be returned in the same condition in which it was received, including the original packaging or Royal Mail packaging.

Once we receive the returned package, we will conduct an inspection to ensure compliance with our return conditions. After confirmation, our Customer Support Team will contact you, and you may choose between:

  1. Exchanging the product for another item available on our website;

  2. Receiving a full refund of the amount paid.

Note: The customer will not incur return shipping costs.

Warranty

All products include a 90-day warranty, starting from the date of receipt.

To activate the warranty, the customer must send a video (up to 1 minute) clearly showing the issue. The video must also display the original packaging received (Royal Mail packaging with label visible).

Alternatively, the customer may send clear photographs showing the defect along with the packaging.

If the customer is unable to provide video or photographic evidence, the product must be returned to us for inspection.

Mountain World does not provide technical repair services and does not have authorised service centres. For further assistance, please contact our support team.

Important:

Our warranty does not cover:

  • Cosmetic damage occurring after purchase (e.g., cracked or broken screens, scratches, or similar damage);

  • Damage caused by liquids (e.g., dropping the product in water or submerging it). Although some products are water-resistant, each product has specific limitations;

  • Damage resulting from attempted repairs, modifications, or alterations carried out by the customer or third parties.

Refund Policy

After receiving the returned product at our company premises and completing the inspection in accordance with the conditions outlined in this Returns and Exchanges Policy, the customer will be entitled to either an exchange or a refund.

Our team will contact the customer within 5 (five) working days after receipt of the merchandise to inform them of the inspection outcome and the next steps.

Refund or Exchange Options:

• Defective Product Returns:
The customer may choose:

  • A replacement of the same model and colour (subject to availability);

  • A Store Credit Voucher to be used on future purchases at Mountain World (https://www.mountainworld.co.uk)

  • A refund of the amount paid.

• Returns Due to Change of Mind:
The customer may choose:

If a refund is selected, it will be processed according to the original payment method used at checkout.

Credit Card Payments:

For purchases made by credit card, the refund request will be submitted to the card issuer within 3 (three) working days. The refunded amount may appear within up to two subsequent billing cycles, depending on the card provider. Any remaining instalments will be cancelled.

Note: Refund processing times may vary depending on the credit card provider. In some cases, instalments may temporarily appear on subsequent statements before being refunded.

To complete the process, our team depends on the customer's response and submission of the required information. If the customer does not respond within 15 days, the store will issue a Store Credit Voucher to be used on future purchases at Mountain World (https://www.mountainworld.co.uk)

Mountain World Team