product returns

product returns

You may have rights under your local law additional to our policy stated here.

Goods may not be returned if you change your mind, but we may exchange your item for a substitute product or gift card.

If you need to exchange an item purchased from mountainbuggy.com it must be returned to the shipping warehouse. We will only accept return requests lodged via ouronline product return form.

Refunds will not be made, and shipping costs will not be credited.

Products must be returned unused and in original undamaged packaging. Note that we are unable to accept the exchange or return of some products due to hygiene reasons.

If you do return product, then an administration fee of USD$10 will be deducted from your exchange value.

Any product returns are graded by us on arrival. To receive a 100% credit/ exchange value, your return must be “original condition external packaging (no marks), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions present”.

If your product is not returned in this state then a grading is applied, which reduces any credit/ exchange value as follows:

  • Very Good - “marked original external packaging (minor marks), no missing internal packaging, product unused, no scratches / marks, all parts and instructions present”. You will receive 90% credit/ exchange value; or
  • 2nd – “damaged or non-original external or missing internal packaging, product unused but minor marks or minor scratches from carton opening, all parts and instructions present. You will receive 67% credit/ exchange value; or
  • Used - “regardless of packaging, if product used, regardless of product condition, then no credit / exchange value is available.

Any grading is decided in the unfettered discretion of phil&teds®. You will be advised of the grading.

Thank you!