Guarantees, Returns and Refunds for online orders only
Due to the current situation, we are extending our returns to 30 days. If you have any problems getting items back to us, please get in touch and we will use our discretion.
In the event that your purchase is not suitable you have the right to return it to us unused with the original packaging and labels, within 15 days from the date you receive the goods, for a replacement or refund. You do not have to give a reason when you do this. Please note that this returns policy applies to online orders only. We have a different returns policy for our store purchases.
We suggest that you use recorded, signed for post or a guaranteed delivery service for all returns. All refunds will be given as soon as possible, and usually take the form of a refund transaction onto the card used for purchasing. Customer carries the cost of return postage. No refunds for postage are offered unless it was our mistake.
At the very latest we will refund your money within 30 days of the original purchase.
If the goods are faulty or damaged we may refund the cost of the postage (recorded, signed for).
However, in the case of incorrect ordering and undisclosed reasons for return the customer will be expected to pay the cost. At our discretion, we may exchange/refund items returned later than 15 days after receipt but reserve the right to offer a credit note instead of a refund.
We do not accept returns for underwear for reasons of hygiene.
To return an item
Please write on your delivery note if you would like a refund or an exchange. If you are requesting an exchange please write the details of the item(s) you would like instead and post it all to
The Mountain Factor
4-5 Lake Road
If you get stuck or need help with anything at all, please call us on 01539 43 27 52