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Returns & Exchanges
OUR COMMITMENT TO YOU
Mountain Designs is dedicated to providing outdoor enthusiasts with the highest quality equipment and materials since 1975. Our commitment to you is a purpose-built product that is made to last and can handle anything that you or the elements throw its way.
As advocates of adventure, we understand that things don't always turn out as expected. All Mountain Designs products adhere to its obligations under Australian Consumer Law, as such, you are entitled to a replacement or refund for a major fault, provided the claim is compliant with the Mountain Designs Warranty & Repairs Policy and Returns & Exchanges Policy.
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Returns & Exchanges Policy
All Mountain Designs products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If there is a problem with an item you have purchased from Mountain Designs you can return it to us. Upon assessment, Mountain Designs will offer a full refund or replacement if there is a major problem with the item. We may offer a repair or replacement if the problem is not major.
You must provide us with your proof of purchase (e.g. your Mountain Designs receipt, online Tax Invoice, Credit Card or Bank Statements). Any refund will be provided via the same method of payment as the original purchase.
Warranty & Repairs Policy
The integrity of our gear is paramount to us, and that's why all items bearing the Mountain Designs label carry a warranty against material and production faults. For more information on warranties and repairs, please see the Mountain Designs Warranties & Repairs Policy.
Change of Mind Policy
If you wish to return an item because you have changed your mind about your purchase, Mountain Designs will offer you a refund provided that:
- you return the item within 28 days of purchase;
- you produce your original Mountain Designs receipt, online tax invoice or other adequate proof of purchase when returning the item;
- the item has not been used or damaged in any way including that:
- it is in its original packaging, including instruction manuals and all accessories; and
- it is unworn, unopened, unused and in its original condition; and
- the product is not one of the following:
- personal protective equipment used for climbing (including: harnesses; ropes and cords; carabiners and connectors; hardware for life support such as ascenders, fall arrestors and descenders);
- thermal and underwear products (items that have been designed to be worn next to the skin);
- face masks; or
- gift cards.
Any rights you have under this change of mind policy in relation to your Mountain Designs product are additional to any rights you may have under the Australian Consumer Law.
All Change of Mind refunds are issued at the discretion of Mountain Designs. We reserve the right to refuse a refund for a Change of Mind request if it does not comply with these conditions.
EXCHANGES
Unfortunately, we can't offer item-for-item exchanges on purchases just yet. Mountain Designs will be happy to provide you with a full product refund on returns that meet all the necessary conditions under our returns and warranty policies. If you require some extra help with a return, our Customer Service team can assist to ensure you're adventure-ready, when you need to be.
RETURNS PROCESS
Returns for any purchases may be done by returning the goods (as per conditions outlined in the Returns & Exchanges Policy) by mailing the goods to:
Mountain Designs Morayfield
Tenancy G04, 182-190 Morayfield Road,
Morayfield, QLD 4506
Australia
We want to make sure returning your Mountain Designs purchase is a simple and hassle-free experience. Follow the steps below to ensure your purchase is successfully returned:
1. Pack and label your item.
Labels can be obtained via return.auspost.com.au/MOUNTAIN_DESIGNS
Include a printed copy of your Tax Invoice, Credit card or Banks Statements as proof of purchase.
2. Drop your parcel off at a convenient street post box, Post Office or Parcel Locker
3. Allow time for your parcel to reach us and for your refund, repair or replacement to be processed. Refunds may take 2-3 business days to process.
Mountain Designs is not responsible for postage costs associated with returned goods, except in cases where the items have been recalled or you are entitled to a remedy under the Australian Consumer Law.
In order to protect your return from damage during delivery, please ensure strong external packaging is used. For all change of mind returns, the returnee will be responsible for the postage costs. We recommend that you obtain proof of postage to track your return, as Mountain Designs cannot accept responsibility for items lost in transit during the delivery process. Please contact your delivery provider to locate your parcel.
Once returns are received by our warehouse, your refund may take 2-3 business days to process.
Please call or email the Customer Service team directly for all enquiries relating to online purchase returns.
FAULTY OR DAMAGED RETURNS
If your product has not met expectations or you require further assistance, please call our friendly Customer Service team on 1300 086 244 or email service@mountaindesigns.com to help facilitate the return.
