Refund policy

Last updated: 31 July 2026

We offer a 90-day return policy, which means that you have 90 days after receiving your item to request a return.

This 90-day return policy is a voluntary commercial return policy and does not affect any mandatory rights you may have under applicable consumer protection laws, including the European Union’s 14-day right of withdrawal.

To be eligible for a return or exchange under our voluntary return policy, your item must be in the same condition in which you received it: unworn or unused, stain-free, without signs of wear or damage, with its tags attached, and, where reasonably possible, in its original packaging. You will also need the receipt or other proof of purchase.

Products returned under our voluntary return policy can only be accepted if they are in their original, resalable condition and are free from stains, damage, wear, or any other signs of use.

Different conditions apply where a consumer exercises the statutory 14-day right of withdrawal. During this period, the consumer may handle the product only to the extent necessary to establish its nature, characteristics, and functioning. The consumer may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

For bundle offers, the return can only be processed for the bundle as a whole. If only one or some of the items from the bundle are returned, we cannot maintain the bundle discount on the remaining items. In this case, the refund amount will be adjusted accordingly, based on the final price of the items kept. This provision does not limit any mandatory rights available under applicable consumer protection laws.

Starting a Return

To start a return, please contact us at orders@mountex.com.

Returns must be sent to the following address:

Mountex
Malomkő utca 7.
2040 Budaörs
Hungary

If your return request is accepted, we will send you instructions on how and where to send your package.

When returning or exchanging footwear, please do not use the shoebox itself as the shipping package, as it may become damaged during transport. Please place the shoebox inside a separate protective outer package before sending it back.

Unless otherwise agreed by Mountex, the customer is responsible for arranging the return and for paying the direct cost of returning the goods. This also applies when a consumer exercises the European Union’s statutory 14-day right of withdrawal.

The customer will not be responsible for return costs where the product is defective, damaged upon delivery, incorrect, or otherwise not in conformity with the order, provided that the return is made as part of a valid complaint concerning the product.

We recommend using a trackable shipping service and retaining proof of postage until the return has been completed. Mountex is not responsible for returned packages that are lost or damaged during transport arranged by the customer.

Items returned under our voluntary return policy without first requesting a return may not be accepted. This does not limit a consumer’s ability to exercise a statutory right of withdrawal by making a clear statement of withdrawal within the applicable deadline.

You can contact us with any questions regarding returns at orders@mountex.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective or damaged, or if you receive an incorrect item, so that we can evaluate the issue and provide an appropriate solution.

Where the product is defective, damaged upon delivery, incorrect, or otherwise not in conformity with the order, the customer will not be required to bear return shipping costs associated with resolving the issue.

Exceptions / Non-Returnable Items

Certain types of products cannot be returned or exchanged under our voluntary 90-day return policy.

Products returned under the voluntary return policy must be in their original, resalable condition, stain-free, unused, without wear or damage, with their tags attached, and with all original packaging where reasonably possible.

The following restrictions do not limit any mandatory statutory rights, including rights relating to defective or non-conforming products. Exceptions from the European Union’s statutory right of withdrawal apply only where permitted by applicable law.

In the case of climbing ropes, opened packaging excludes the possibility of an exchange under our voluntary return policy. Opening the outer nylon packaging alone is not considered an exclusion. However, removal or absence of the plastic strap holding the rope together is considered opened packaging. Complete packaging is required for an exchange under the voluntary return policy.

Ropes cut to the customer’s requested length cannot be returned unless they are defective or otherwise not in conformity with the order.

The right of withdrawal may not apply to certain products, including:

• Sealed products which are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. Depending on the nature and packaging of the product, this may include certain underwear, underpants, swimwear, bras, or similar hygiene-sensitive products.
• Products which, due to their nature, cannot be returned or cannot be resold after opening or use, where an applicable statutory exception permits this. These may include certain clothing and footwear care products, gas cartridges, cosmetics such as sunscreen, packaged drink powders, and food products.
• Goods that are liable to deteriorate or expire rapidly.
• Non-prefabricated products manufactured according to the customer’s specifications, or products that are clearly personalized.
• Sealed audio or video recordings or sealed computer software where the seal has been broken after delivery.
• Goods which, after delivery and due to their nature, become inseparably mixed with other items.

We do not accept returns of hazardous materials, flammable liquids, or gases through ordinary postal or parcel services. Please contact us before returning such a product so that we can provide appropriate instructions.

Please contact us at orders@mountex.com if you have questions or concerns about whether a particular product is eligible for return.

Exchanges

The fastest way to receive a different product is to return the item you currently have and, once the return has been accepted, place a separate order for the new item.

The customer is responsible for the direct cost of returning a product for an exchange, unless the product is defective, damaged upon delivery, incorrect, or otherwise not in conformity with the order.

European Union 14-Day Cooling Off Period

If you are a consumer and the goods are delivered within the European Union, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods. Where an order contains multiple goods delivered separately, the period generally begins when the last item is received.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by making a clear statement, for example by emailing orders@mountex.com.

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your decision.

You must bear the direct cost of returning the goods. Mountex does not provide free return shipping for withdrawals unless we expressly agree otherwise.

You may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning, in the same way that you would normally be permitted to examine them in a physical store. You may be responsible for any diminished value caused by handling beyond what is necessary for this purpose.

Where the right of withdrawal applies, we will reimburse the payments received from you for the returned goods, including the cost of our least expensive standard delivery method offered for the order. If you selected a more expensive delivery method, we are not required to reimburse the additional delivery cost.

We may withhold reimbursement until we have received the returned goods or until you have supplied evidence that you have sent them back, whichever occurs first.

The statutory right of withdrawal is subject to the exceptions provided by applicable law, including certain personalized, perishable, hygiene-sensitive, sealed, or inseparably mixed products.

Refunds

We will notify you once we have received and inspected your return and will let you know whether the refund has been approved and whether any deduction applies.

For returns made under our voluntary 90-day return policy, approved refunds will normally be issued to the original payment method within 10 business days after approval.

For a valid European Union statutory withdrawal, reimbursement will be made without undue delay and no later than 14 days after the date on which you informed us of your withdrawal. However, we may withhold reimbursement until we have received the returned goods or you have provided evidence that you sent them back, whichever occurs first.

Any direct return shipping costs paid by the customer will not be reimbursed.

For a statutory withdrawal, we will reimburse the cost of the least expensive standard delivery method offered for the original order. Additional costs resulting from the customer’s choice of a more expensive delivery method will not be reimbursed.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. Please note that your bank, payment provider, or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at orders@mountex.com.