Refund Policy

1. Returns Overview

Mountain Made offers a 30-day satisfaction guarantee on all products. If you are not satisfied with your purchase for any reason, you may return it within 30 days of the original purchase date for a full refund of the product price. We accept returns on both opened and unopened products, because we understand that you need to actually try a product to know if it's right for you.

To initiate a return, please contact our customer support team at support@mountainmadecompany.com or call us at (509) 260-0761. Our team will provide you with return instructions and a return authorization number.

2. Refund Eligibility

To be eligible for a refund under our standard 30-day policy:

• The return request must be initiated within 30 days of the original purchase date
• You must contact customer support before returning any product
• Products must be returned in their original packaging (or reasonable condition for opened products)
• You must provide your order number or proof of purchase
• Products must have been purchased directly from mountainmadecompany.com

Products purchased through third-party retailers must be returned according to that retailer's return policy. Mountain Made is unable to process returns for products purchased elsewhere.

3. Damaged Products

If your order arrives damaged, defective, or with compromised packaging, please contact us within 7 days of delivery. Please retain the original packaging and take photographs of the damage if possible, as this helps us with carrier claims and quality improvement. For damaged or defective products, we will provide a full replacement or refund at no cost to you, including any return shipping costs. We do not require you to return damaged products in most cases — we simply want to make it right as quickly as possible.

4. Incorrect Orders

If you receive an incorrect product — meaning a product different from what you ordered — please contact us within 7 days of delivery. We will arrange for the correct product to be shipped to you at no additional charge and will provide a prepaid return label for the incorrect item. We apologize sincerely for any fulfillment errors and are committed to resolving them promptly.

5. Cancellation Policy

If you need to cancel an order, please contact us as soon as possible at support@mountainmadecompany.com or (509) 260-0761. We process orders quickly, so cancellation may not always be possible once an order has been submitted. If your order has already shipped before we receive your cancellation request, you may return it under our standard 30-day return policy once it arrives. If we are able to cancel the order before it ships, a full refund will be issued immediately.

6. Refund Processing Times

Once we receive your returned product, refunds are typically processed within 5–7 business days. You will receive an email confirmation when your refund has been processed. The time for the refunded amount to appear in your account depends on your financial institution:

• Credit cards: 3–5 business days after processing
• Debit cards: 3–7 business days after processing
• PayPal or digital wallets: 1–3 business days after processing

Refunds are issued to the original payment method used at checkout. We are unable to redirect refunds to a different payment method or account.

7. Exchange Requests

If you would like to exchange a product for a different item (for example, a different formula or size), please contact our customer support team. Exchanges are handled on a case-by-case basis. In most situations, we will process a return refund for the original item and you can place a new order for the desired product. If the exchange is due to our error or a defective product, we will cover all associated shipping costs.

8. Return Shipping Costs

For standard returns under our 30-day satisfaction guarantee, customers are responsible for return shipping costs unless the return is due to our error (incorrect product, damaged product, or defective product). We recommend using a trackable shipping method for returns, as Mountain Made is not responsible for return packages lost in transit. If your return is due to our error, we will provide a prepaid return shipping label.

Original shipping charges are non-refundable unless the return is due to our error.

9. Customer Responsibilities

To ensure a smooth return and refund process, customers are responsible for:

• Contacting customer support before returning any product to receive a return authorization
• Shipping returns to the address provided by our support team
• Using a trackable shipping method and retaining proof of shipment
• Including the return authorization number and order number with the returned package
• Ensuring products are packaged securely to prevent damage during return shipping

10. Refund Exceptions

The following situations may not qualify for a standard refund:

• Return requests made more than 30 days after the original purchase date
• Products purchased through third-party retailers (not directly from Mountain Made)
• Products that show evidence of intentional damage or misuse
• Repeated refund requests from the same customer that suggest abuse of our return policy

We handle all exceptions on a case-by-case basis and always aim to find a fair resolution. If you have a situation that falls outside our standard policy, please contact us — we want to find a solution that works for you.

11. Customer Support Process

Our return and refund process is designed to be as straightforward as possible:

1. Contact us — Email support@mountainmadecompany.com or call (509) 260-0761 to initiate your return. Please have your order number ready.
2. Receive authorization — Our team will respond within 1 business day with return instructions and your return authorization number.
3. Ship your return — Send the product to the address provided, including your return authorization number.
4. Receive confirmation — Once we receive your return, we will email you a confirmation.
5. Refund processed — Your refund will be processed within 5–7 business days of receipt, with a confirmation email sent to you.

12. Contact Information

For all return and refund inquiries, please contact our customer support team: