Exchange & Returns
At Mountain Sports and Rescue Ltd, returns are easy! We strive to offer the best shopping experience, including fast and hassle-free returns. Please contact Customer Service to process your return.
Exchange and/or returns conditions
If customers are not satisfied with the item they have received (e.g. size, color etc), Mountain Sports and Rescue Ltd will allow them to exchange the item for another within a fourteen (14) day period, counting from the date of reception, provided that the item has not been used or damaged. Consequently, Mountain Sports and Rescue Ltd cannot accept exchanges or returns of used or damaged items (except in the case of flaws). If you wish to return an item, the label and the safety seal must remain intact. All returns of purchased items must be carefully packaged.
Postal exchanges and/or returns
Exchanging a product for another or returning a product is possible by courier, using the following details:
Mountain Sports and Rescue Ltd
Telephone: 99 817373
The courier expenses of items being exchanged or returned shall be borne by the customer and under no circumstances will Mountain Sports and Rescue Ltd accept returns sent carriage due.
Right of withdrawal
The customer has the right to withdraw from the present contract within fourteen (14) calendar days. The withdrawal period expires fourteen (14) calendar days from the date the customer receives the purchased product. The right of withdrawal does not apply to products whose label and safety seal has been broken after dispatch, or have been used.
To exercise the right to withdraw, firstly you must notify us of your decision to withdraw from the contract, through an email to our customer service: firstname.lastname@example.org. Afterwards please complete the online return form and include it with your return so we can process refund for the price you paid for the item promptly. We remind you that you should not provide your card details via email, fax or social networks.
To comply with the withdrawal deadline, the whole process (notification and return of the product) in which you exercise your right to withdrawal, simply needs to be completed before the corresponding deadline expires.
Consequences of withdrawal
In the case of withdrawal, we will refund the customer all the payments received after purchase, excluding the delivery expenses (which are paid by the client), without undue delay and in all cases within five (5) working days of the date on which we received the returned products. We will process said refund using the bank wire transfer method to your account. We may withhold the refund until the goods have been received by Mountain Sports and Rescue Ltd. The customer must return or deliver the goods directly without any undue delay and within fourteen (14) days of the date on which the ordered delivered to client’s address. The fourteen (14) day period of withdraw refers to the notification process and the delivery of the products back to us. The deadline will be deemed complied with if the goods are returned before expiry of said deadline. Any exchange or return request made after the above mentioned period, will be not accepted. Therefore any products sent to us after the fourteen (14) day period, will be returned to the customers with customer’s billed delivery charges.
Once the items are received, Mountain Sports and Rescue Ltd will ensure they are in good condition and will dispatch the requested product (in the case of an exchange) or refund the purchase amount via bank wire transfer payment method to your account.
The refund period may vary between three (3) and five (5) working days from reception of the return at the Mountain Sports and Rescue Ltd warehouses. Once the condition of the returned items has been inspected, the customer will be notified by email.
If you wish to exercise your right to withdrawal from the order, the maximum deadline for the refund of the amount paid by the customer for the products will be also five (5) working days from the withdrawal.
The returned items will always be refunded via the bank wire transfer payment method. In cases where Mountain Sports and Rescue Ltd has erroneously sent an item different to the one ordered or the quality of the item sent is not acceptable, Mountain Sports and Rescue Ltd once it has checked the error or defect, will refund the price of the returned item and the postage expenses. Whenever an erroneous or defective item is returned by courier, Mountain Sports and Rescue Ltd will refund the corresponding courier expenses provided the customer encloses a receipt of the return expenses in the parcel. Please note that the courier expenses will be reimbursed after the items are reimbursed.
Tel: +357 99 817373
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