Refund policy

Last updated: 12 June 2026

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

To be eligible for a return or exchange, your item must be in the same condition that you received it: unworn or unused, stain-free, without signs of wear, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Products can only be accepted for return or exchange in their original condition, free from stains, damage, wear, or any other signs of use. If the item shows any damage or any difference resulting from use, the return, exchange, or withdrawal from the purchase cannot be completed.

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.

Starting a Return

To start a return, you can contact us at orders@mountex.com. Please note that returns will need to be sent to the following address:

Mountex
2040 Budaörs
Malomkő utca 7.
Hungary

If your return is accepted, we’ll send you instructions on how and where to send your package. For returns made within the European Union 14-day cooling off period, the statutory rules apply. For returns sent after the 14-day cooling off period, the cost of return shipping is borne by the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@mountex.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned or exchanged.

Products can only be accepted if they are in their original condition, stain-free, without wear or damage, unused, with tags, and with all original packaging. If the item shows any damage, wear, stains, or any other signs of use, the return, exchange, or withdrawal from the purchase cannot be completed.

In the case of climbing ropes, opened packaging excludes the possibility of exchange. Opened outer nylon packaging itself is not considered an exclusion; however, the absence of the plastic strap holding the rope together is considered opened packaging. The complete packaging is required for an exchange.

Ropes cut to measure cannot be returned.

This policy does not apply to any underwear or food products, including but not limited to the following:

Products which, for health protection or hygiene reasons, cannot be returned after the packaging has been opened following delivery, such as socks, underwear, underpants, swimwear, and bras.

Products which, by their nature, cannot be returned, or which cannot be resold as new after the packaging has been opened or after the product has been used. Such products include, for example, clothing and footwear care products, gas cartridges, cosmetic products such as sunscreen, packaged drink powders, and food products.

Perishable goods or products that retain their quality for only a short period of time.

Non-prefabricated products made on the basis of the customer’s instructions or at the customer’s express request, or products clearly personalized for the customer.

Sealed audio or video recordings and sealed computer software, if the packaging has been opened after delivery.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it: unworn or unused, stain-free, without signs of wear, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For returns sent after the 14-day cooling off period, the cost of return shipping is borne by the customer.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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