Refund policy
Last updated: September 2026
At Mountain Clad, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 14 days of receiving your item.
Returns
You have 14 days after receiving your order to request a return.
To be eligible for a return, the item must:
- Be unused and in the same condition that you received it
- Include all original components
- Be returned in its original packaging where reasonably possible
- Include proof of purchase
To request a return, contact us at mountainclad@protonmail.com with your order number and the reason for the return.
Please do not send an item back before your return has been approved. Items returned without prior authorization may not be accepted.
Return Shipping
For eligible returns, Mountain Clad will provide a return shipping label at no cost to the customer.
Once your return is approved, we will provide instructions for returning the item.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If your item arrives damaged, is defective, or you received the wrong item, please contact us as soon as possible at mountainclad@protonmail.com, preferably with photographs showing the issue.
We will review the issue and work with you to provide an appropriate solution, which may include a replacement, repair, or refund.
You will not be responsible for return shipping costs for items that arrive damaged, defective, or incorrect.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Products that have been modified, damaged, or altered after delivery
- Products that have been used beyond what is reasonably necessary to inspect the item
- Custom or personalized products, unless they arrive damaged or defective
- Gift cards
Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.
Sale Items
Sale items are eligible for returns under the same conditions as regularly priced items unless the product is specifically identified as final sale at the time of purchase.
Exchanges
We do not offer direct exchanges.
If you would like a different product, colour, or variant, the fastest option is to request a return for the original item and place a new order once your return has been approved.
European Union — 14-Day Right of Withdrawal
If you are located in the European Union, you may have the legal right to cancel your purchase within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions and legal requirements.
Where applicable, products must be returned in accordance with applicable EU consumer-protection requirements.
This policy does not limit any mandatory rights provided to consumers under applicable EU law.
To exercise your right of withdrawal, you can submit your request directly through your account Orders page, or contact us at mountainclad@protonmail.com.
Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method.
We will process approved refunds within 10 business days of receiving and inspecting the returned item. The time required for your bank or payment provider to post the refund may vary.
If you have not received your refund more than 15 business days after we have approved it, please contact us at:
To request a return, log in to your account and go to your Orders, or contact us at mountainclad@protonmail.com with your order number and reason for the return.
Order Cancellations
Orders may be cancelled until the order has been fulfilled.
Once an order has been fulfilled or shipped, it will be subject to our return policy instead.
To request a cancellation, contact us as soon as possible at mountainclad@protonmail.com and provide your order number.
To request a cancellation, visit your account Orders page or contact us as soon as possible at mountainclad@protonmail.com with your order number.
Contact
For questions about returns, refunds, or cancellations, contact:
Mountain Clad
Ontario, Canada
mountainclad@protonmail.com