1. Return Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

• The return request must be submitted within 30 days of receiving your delivery.
• The item must be unused, unwashed, and in the same condition that you received it.
• The item must be in its original packaging, including all tags, manuals, and accessories.
• Proof of purchase (order number or email confirmation) is required.

Please note: Unscheduled returns sent back to us without prior written authorization will not be accepted.

2. How to Initiate a Return

Returning an item with Mountoina is quick and straightforward:

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If you receive an item that is defective, damaged in transit, or if you received the wrong item, please contact us immediately within 7 days of receipt.

To help us resolve the issue quickly, please include:

• Your Order Number
• A clear photo or short video showing the defect or damage
• A brief description of the issue

If verified, we will arrange a free replacement or issue a full refund, including any relevant shipping charges.

4. Non-Returnable & Final Sale Items

Certain types of items cannot be returned for health, safety, or hygiene reasons, including:

• Gift cards and downloadable digital products.
• Personal care items or intimate goods once unsealed.
• Items marked as "Final Sale" or promotional clearance items.
• Items damaged through customer misuse or altered after delivery.

5. Return Shipping Costs

• Defective / Damaged / Incorrect Items: Mountoina covers 100% of the return shipping costs or provides a prepaid label.
• Customer Choice / Change of Mind: If you are returning an item due to personal preference (e.g., change of mind, incorrect size chosen), the customer is responsible for paying the return shipping fees. Shipping fees are non-refundable.

6. Refund Processing & Timing

Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

• Approval & Processing: If approved, your refund will be processed automatically to your original payment method within 3 to 7 business days.
• Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or credit card statement. Processing times can vary depending on your financial institution (typically 2–5 business days). If you still have not received your refund after 10 business days, please contact us.

7. Order Cancellations & Modifications

If you need to cancel or change your order, please email us as soon as possible after placing it. Orders enter our automated warehouse processing quickly. Once an order has been shipped, it cannot be canceled, but you may return it upon receipt according to this policy.