Returns & Refund Policy
At Mountoy, we want you to be happy with your order. If something is not right, please contact us and we will do our best to help.
This policy applies to purchases made through mountoy.com. Nothing in this policy limits any rights you may have under applicable consumer protection laws.
1. Returns
For eligible items, you may request a return within 30 days of delivery.
To be eligible for a return, the item should be unworn, unused, unwashed, and in the same condition in which you received it. Please keep the original packaging where reasonably possible.
Before sending anything back, contact us at contact@mountoy.com with your order number and the reason for the return.
Please do not send a return to the address shown on your shipping label or directly to a production partner. We will provide the correct return instructions and return address after your request has been reviewed.
Returns sent without prior authorization may not be accepted or may experience significant delays.
2. Made-to-Order Products
Many Mountoy products are produced after an order is placed. However, choosing standard options offered on our website — such as product type, size, or color — does not by itself make an item personalized.
Eligible non-personalized products may still be returned under this policy, subject to the conditions described above.
3. Personalized and Custom Products
Products that are created specifically for you using personalized information or a custom specification — such as a custom name, date, message, artwork, or other customer-requested modification — are generally not eligible for change-of-mind returns.
However, if a personalized or custom product arrives damaged, defective, incorrectly produced, or materially different from what you ordered, please contact us and we will work with you to provide an appropriate resolution.
4. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, misprinted, or you receive the wrong product, size, color, or design due to our error, contact contact@mountoy.com as soon as possible.
Please include:
- Your order number
- A short description of the problem
- Clear photographs showing the item and the issue
- A photograph of the packaging where relevant
Once the issue has been reviewed, we may offer a replacement, reprint, refund, or another appropriate solution.
For confirmed errors or defective products caused by Mountoy or our production partners, we will not require you to pay return shipping where applicable.
5. Size and Color Selection
Please review the product information and size guide carefully before placing your order.
If you ordered the wrong size, color, or product type by mistake, the item may still qualify for a return if it is an eligible non-personalized product and meets the return conditions in this policy.
Unless required by applicable law or the return is caused by our error, customers are responsible for return shipping costs for change-of-mind or incorrect-selection returns.
Please note that colors may appear slightly different depending on your screen settings, lighting, material, and printing process. Minor variations that are normal to the production process are not generally considered defects. If the difference is significant, please contact us so we can review it.
6. Non-Returnable Items
The following items generally cannot be returned for change-of-mind reasons:
- Personalized or genuinely custom-made products
- Items that have been worn, washed, altered, or damaged after delivery
- Items showing signs of use beyond what is reasonably necessary to inspect them
- Gift cards, if offered
- Items specifically marked as final sale where such a restriction is permitted by applicable law
This does not affect your rights if an item is faulty, damaged, incorrectly supplied, or not as described.
7. Exchanges
We do not currently operate a separate automatic exchange program.
If you would like a different size, color, or product, contact us at contact@mountoy.com. Depending on the circumstances, we may ask you to return the original eligible item and place a new order.
For damaged, defective, or incorrectly supplied products, we may offer a replacement instead of a refund where appropriate.
8. Refunds
After we receive your returned item, we will inspect it and notify you of the outcome by email. We will complete this review and issue any refund due within 5 business days of receiving the returned item.
If we confirm that a refund is due without requiring a return, we will issue it within 5 business days of that confirmation.
Refunds are issued to the original payment method. After Mountoy issues the refund, your bank, card issuer, or payment provider may require additional time to credit your account. This posting time varies by provider and is separate from Mountoy’s processing period.
If you have not received an update within 5 business days of our receiving your return, please contact contact@mountoy.com with your order number. If we have confirmed that your refund was issued but it has not appeared, please check with your payment provider and contact us if you need further assistance.
Business days are Monday through Friday, excluding UK public holidays. Where applicable law requires an earlier refund or a different starting point for the refund deadline, we will comply with that requirement. Nothing in this policy limits your statutory rights.
9. Shipping Costs
Return shipping costs for change-of-mind returns or customer ordering errors are generally the customer’s responsibility unless applicable law requires otherwise.
If the return is caused by a defective, damaged, incorrect, or misdescribed product, Mountoy will cover reasonable return costs where required.
Original shipping charges are refunded only where required by applicable law or where Mountoy determines that the order was incorrect due to our error.
Any additional amount paid for expedited or premium delivery may not be refundable beyond the cost of the standard delivery option where permitted by law.
10. Order Changes and Cancellations
Because many Mountoy products enter production shortly after an order is placed, please contact us as soon as possible if you need to change or cancel an order.
We will try to accommodate changes before production or fulfillment begins, but we cannot guarantee that an order can be modified once processing has started.
This operational limitation does not remove any cancellation or return rights that may apply to you under applicable consumer law.
11. Lost or Missing Packages
If your tracking information shows unusual delays, or your package appears to be lost, contact us at contact@mountoy.com with your order number.
If tracking shows the package as delivered but you cannot locate it, please check the delivery location, household members, neighbors, and the shipping carrier first. If you still cannot locate the package, contact us and we will review the available shipping information with you.
12. Returns from Different Countries
Return procedures, shipping costs, and consumer rights may vary depending on your country or region.
Where local consumer protection laws provide rights that are more favorable than this policy, those rights will apply.
Please contact us before returning an international order so that we can provide the appropriate instructions.
13. Need Help?
For any questions about returns, refunds, damaged products, order changes, or replacements, contact:
Mountoy Customer Care
Email: contact@mountoy.com
Website: mountoy.com
Please include your order number whenever possible so we can assist you more quickly.