Refund policy

At Mountain Equipment we sell the very best brands and we want you to be happy with your purchase. For all non-clearance items, if your new purchase does not fit or you don't like the colour, you are welcome to send it back for an exchange or refund as long as it is within 14 days of date of delivery and the item complies with the policy stated in the Exchange and Refund section.

We are happy to offer one free return satchel per order. Any subsequent returns thereafter are happily accepted at customer's postal expense.

*We do not offer free returns for New Zealand Customers. NZ customers may return items at their expense. 

Please Note: Clearance items cannot be returned or exchanged due to change of mind or size.

Personal Protection Equipment (PPE): Due to the critical nature of this equipment we do not accept refunds or exchanges for change of mind reasons. These items include but are not limited to harnesses, ropes, slings, karabiners and helmets. If you are uncertain then please ask.

It is very important to follow the steps below:

Call or email Mountain Equipment. You need to contact us within 14 days from receiving the goods. Have your invoice handy just in case we need more details. Many problems can be fixed over the phone, at which point we can email you a pre-paid post label or for subsequent returns suggest the safest and cheapest way to send items back.

If the product is required to be returned, package it up in a similar manner to how you received it. Include a copy of the receipt. The customer is responsible for any damage that occurs due to poor packaging.

For subsequent returns send the package via courier or registered post. We also recommend taking out insurance as the customer assumes all risk of returning the goods to Mountain Equipment.

Upon receiving the returned goods in an 'as new' condition, including any original packaging, Mountain Equipment will issue the Exchange or Refund. All shipping costs and risk arising from goods sent by the customer to Mountain Equipment are incurred by the customer. All shipping costs and risks for goods sent from Mountain Equipment to the original customer address, are incurred by Mountain Equipment.