Refund policy

RETURNS OR CHANGE OF GOODS

In short:

  • You can return the product within 30 days of delivery.
  • The product must be in new condition with tags attached.
  • If you want to switch to another size, please return the original for a refund and order a replacement.
  • If you got the wrong item or is it damaged, please contact us and we’ll sort it out.
  • If you’re not completely satisfied with your purchase – return the products within 30 days. Fill out the return form included in the package and send it together with the purchased items.

You as a customer have the right to try on and examine the product at home. Returned items must be in new condition with original packaging, accessories and tags. Please avoid wearing perfume or deodorant that could leave marks or scents on the product while trying it on. The product must be in the same condition as you received it, so it could be sold again. We won’t be able to accept the return where these instructions have not been followed.

If the quality of the product has been affected as a result of you as a customer having handled it more than is necessary, we have the right to deduct the refund corresponding to the depreciation of the product.

RETURNING A PACKAGE
A delivery note with return information and a return shipping label is included in the package together with your products. Simply fill out the included form and put it in the package together with the product you are going to return and place the return shipping label on the package. Please use the same bag in which you received the order, as it can be resealed to minimize environmental impact. You have 30 days to return your order to us and keep in mind to always ask for a receipt of proof after dropping off your parcel at a checkpoint.

If you by any chance didn’t receive a return shipping label or return note in your package, please contact customer service and we will help you. We do not stand accountable if you as a customer decide to NOT use the return shipping label that was made by us when returning your package.

Note: For returns please keep in mind that you can only drop off your return at a checkpoint that provides POSTNORD. For Norway, Bring.

Refund
From the time we receive your return, it can take up to 14 working days for a refund to be issued, but we do our best to process each return as soon as we can. You will receive an email confirming that your return has been processed.

The refund will be made to the same payment method you used for the original order. It generally takes between 2-5 working days until the money is refunded. If you have chosen to pay by invoice, we recommend that you pay the invoice or contact Klarna to extend the payment time, to avoid the risk of unnecessary reminder fees.

Sometimes a return can be registered in different batches and it then takes up to 48 hours before your return is fully completed. In this case, you may receive two or more return confirmations.

Change of size
If you wish to change the size, please complete the return slip that was sent in the package with your products, as with all returns. Please place a new order with the desired product. If you have purchased a discounted item and wish to change sizes, please email us before placing your new order and we will assist you. We are not able to credit discounts retrospectively on existing orders.

Items purchased from another retailer are not eligible to be returned to us. These must be returned to the place of purchase.

FAULTY ITEM
The right of complaint applies to production defects of goods and not defects caused by normal wear and tear. A complaint must be made as soon as possible after the defect has been discovered and according to the law, you have the opportunity to complain about an item for up to 3 years after purchase.

If the product is faulty, please contact us by e-mail at info@mountainworks.se and include the order number, which item it is, pictures, and a short description explaining the fault and we will get back to you as soon as possible. We will answer you before you send the item to us. If the complaint is approved, we will send you further instructions via e-mail.


RETURNING A PACKAGE FROM NORWAY
A delivery note with return information is included in the package together with your products. Fill out your details and put them in the package together with the product you are going to return. Before sending back the product, please contact us by e-mail at info@mountainworks.se and state the order number and which items are to be returned, what size and number of items to be returned. After that, we will send you a return shipping label via e-mail which you can print out and then place the return shipping label on top of the package and drop it off by the Bring checkpoint.