REFUND POLICY
RETURNS AND EXCHANGES
All products available for sale on our online website are made to order. As such, returns for products with size or model changes are not accepted for both domestic and international purchases. This information is clearly stated on the product detail pages.
Within 15 days from the date you receive the product, you can request a size or model change, or you may receive a discount code for unlimited use.
To be eligible for an exchange, the product must be unused, tagged, and in its original packaging, just as it was purchased. Additionally, you will need the receipt or purchase document.
To initiate the exchange process, you can contact us at error or via WhatsApp at +90541 248 43 08. If your exchange is accepted, you will be provided with shipping instructions for your package. Products returned to us without a prior exchange request will not be accepted. Exchange shipping and customs expenses are the responsibility of the customer.
For any questions, you can contact us at error or via WhatsApp at +90541 248 43 08.
According to relevant regulations, service providers (postal-cargo companies) record, at a minimum, the recipient’s name, surname, and identification number during the delivery of postal shipments to the recipient. This information is kept confidentially for at least two years to submit to the relevant authorities when necessary. If the recipient does not want to provide their identity information, the shipment will not be delivered and returned to the sender.
RETURN CONDITIONS
14-Day Return Right: You can return products by filling out the return form within 14 days from the date you received your order. The products must meet the return conditions to be eligible for return.
Return Shipping: To initiate the return process, you can contact us at error or via WhatsApp at +90541 248 43 08. If your return is accepted, you will be provided with shipping instructions for your package. Products returned to us without a prior return request will not be accepted. Return shipping and customs expenses are to be paid by the customer.
In-Store Exchange: You can exchange the products you purchased from mountainmettle.shop with any product of your choice within 15 days at Mountain Mettle stores.
Refund: After your return reaches the relevant warehouse and it is checked to see whether it meets the return conditions, the refund process for eligible products will be completed within 3 business days. You will be notified by email when the return process is completed. After this stage, the time for the refund to reflect in your account varies depending on banking processes. You can track your refunds by contacting your bank.
For support, you can contact us at error or via WhatsApp at +90541 248 43 08.
Damages and Issues
Please inspect your order upon receipt. If the product is damaged or if you have received the wrong product, contact us immediately. Our company will not be responsible for damages and issues for products beyond the legal return period.
Exceptions / Non-Exchangeable Items
Certain types of products, such as custom orders or personalized items, cannot be exchanged. If you have any questions or concerns about specific products, please contact us.
Discounted items or gift cards are non-refundable.
Products with changes in size and model are not within the scope of returns.
After receiving and inspecting the product for exchange, you will be notified whether the exchange is approved or not. If approved, a gift voucher in the amount of the product will be automatically credited to your account for your next purchase.