Return & Exchange Policy
Thank you for shopping at MTN SHOP. If you are not satisfied with your purchase, we’re here to help.
MTN SHOP will accept, return or exchange, items that are in new condition, unworn, unaltered and free of damages by the customer. For a refund* or exchange, please contact us within 14 days from the receipt of parcel or delivery. It is understood that the customer has complied with this deadline if he/she sends an email expressing his/her wish to return the product(s) before the 14 days have elapsed. We will provide a full address and instructions by email to return your purchase. DO NOT return the goods if you did not receive the email with our instructions. The items must be returned with all the original tags or documentation still attached and must be in their original packaging such as protective padding, shoeboxes or clothing boxes. Your Item needs to have the receipt, proof of purchase or any other document required such as return forms in the case of Blaklader or other select brands.
Please notice that certain products from our portfolio are designated as non-returnable if disassembled or used. Products such as “fall protection & safety equipment” or “lifting and rigging equipment”. If you have any doubts regarding the category your product may fall into, please do not hesitate to contact us.
Some of the brands** we work with are subject to restocking fees, which vary depending on the quantity and brand to be returned. MTN shop will always inform you in advance of the existence of these charges if they are applicable before you return the product.
*Some refunds are subject to a restocking fee or handling fee.
**Blaklader - 10% restocking fee (e.g. If purchase price is £60, customer will be refunded £54)
**Tool brands (£15)
My products came from the EU
If the products have been shipped from the European Union to the United Kingdom and you wish to exchange or return them, this is possible. However, the customer will be responsible for the cost of transport, including all customs charges that may be generated in the exchange process if applicable.
Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved, we will then issue a refund to the same payment method used to make the original purchase on the site. MTN reserves the right to reject a product upon inspection if it deems the product to be in less than optimum conditions.
Please note that refunds are not immediate. It takes a few days from the time the return is received and processed until the funds are returned to your account. We will send you an email confirming that the refund has been requested.
You will be responsible for paying for your own shipping costs for returning your item. You stand the risk for the transportation of the product back to our facilities. This means that you are responsible for any damage or loss of the product during the transportation of the product to us. MTN SHOP recommends you to always save the receipt until the return of your product has been completed and to share a tracking number with our staff.
Returned to origin
Once your order has been processed and shipped, we will provide you with a unique tracking number by email.
It is essential that you actively monitor the progress of your delivery using the provided tracking number. Keep an eye on the shipping updates to stay informed about the estimated delivery date and any delivery attempts made by the courier.
If the parcel is not collected from the designated collection point within the specified timeframe, it will be returned to our warehouse.
Additional fees or charges will be applicable depending on the brand** for reshipping the returned parcel to you.
**Tool brands (£7.95)
If you have any questions on how to return your item to us, contact us.
+44 20 3808 1142