Shipping, Return & Refund policy
It is our goal to exceed your expectations. If you are not happy with any of our products, simply return them to us within 30 days of the order date and we’ll promptly exchange or issue a refund. Please see below for details.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Mountain Red, 8 Cresswell Place, Richmond, Nelson 7020.
Shipping and Delivery
All orders placed before 2pm (NZST) Monday through to Friday are eligible for same day dispatch.
We'll send you an email when your order has been dispatched with your tracking details so that you can follow your order’s journey. If you don’t receive an email to your inbox, please check your spam folder for tracking details.
New Zealand Orders
New Zealand orders are sent using CourierPost. Please note CourierPost are experiencing delays in the Auckland area as a result of heightened Covid-19 safety procedures, which may result in delays for our New Zealand wide customers. Please visit the CourierPost website for their delivery updates https://www.courierpost.co.nz/track/delivery-delays/.
Free shipping for all New Zealand orders currently.
All international orders are sent via tracked New Zealand Post International Services.
International orders may attract local customs taxes or duties on arrival to your country. These taxes/duties are required to be paid by the purchaser and are not the responsibility of Mountain Red. No refunds will be issued for orders where taxes/duties remain unpaid by the purchaser. Please check with your local customs agency regarding the tax/duty likely to be charged prior to placing your order.
Please ensure your delivery address is correct at checkout, Mountain Red is not responsible for orders that have not been received due to incorrect delivery details and cannot be changed after checkout is complete. Please ensure someone will be available to sign for your order or collect it if you receive a card-to-call. Mountain Red cannot re-send your order outside New Zealand if your order gets returned to us due to non-delivery/non-collection.
New Zealand Post provides safe and fast shipping worldwide. Transit times provided in your tracking details are estimates only and delivery times may be extended due to delays such as customs, quarantine processing, freight plane schedules and demand in your region. Please track your order using the tracking details provided in your shipping confirmation email. If you don’t receive an email to your inbox, please check your spam folder for tracking details.
Countries shipped to and their rates are dictated by New Zealand Post with regions of but not limited to:
Asia, Africa, Europe, Australia, North America and South America.
To return your product, you should mail your product to:
Mountain Red, 8 Cresswell Place, Richmond, Nelson 7020, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.