Refund policy

If you need to return an item, products purchased from mountainbuggy.com must be returned to the shipping warehouse.

Goods may be returned if they are faulty but not if you change your mind. Refunds will not normally be made, as credit notes will be issued. Return shipping costs will not be paid. 

If a return arrives after the policy/legal deadline of 21 days, we will not accept the return. We will offer to return the item at the customer's cost or, if the customer agrees - open an investigation into the overdue return (where one possible outcome may include re-opening the Return Request. In such case, our Returned Product Grading & Valuation as outlined below will apply, and an administration fee of USD10 will be deducted from any amount due, thereby determining the final level of any credit due to the customer.

Consumers in some regions may also have other rights under relevant local law.

refunds/credit notes

Any refund of, or credit for, an item is subject to the following:
Returns must be lodged with us here

On arrival back at the original shipping warehouse, the condition of the returned goods and packaging are assessed and graded as 'Excellent', 'Fine', 'Very Good', '2nd', 'Used', or 'Not for sale'.

Any product returned will be processed for a refund/credit, as follows:

  • 'Excellent' means: original condition external packaging (minor marks acceptable), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions included. 100% credit.
  • 'Fine' means: Marked or non-original external packaging (minor marks), no missing internal packaging. Product unused, no scratches / marks. All parts included. Instructions included. 90% credit.
  • 'Very Good' means: Marked or non-original packaging (minor marks). Possible missing internal packaging. Product appears unused in very good condition, no scratches / marks. All parts included. Instructions included. 80% credit.
  • '2nd' means: Damaged packaging. Missing internal packaging. Product in good condition (not used), possibly some scratches / marks. All parts included. Instructions included. 67% credit.
  • 'Used' means: Damaged packaging. Missing internal packaging. Product used, in fair condition, wear 'n' tear marks, tyres showing wear. Instructions included. 50% credit.
  • 'Not for sale' means: Damaged packaging. Missing internal packaging. Product in poor condition, frames/ fabric shows numerous marks, tyres worn. Parts missing (eg wheels). No credit.

Such assessments are made, on arrival, in the unfettered discretion of Mountain Buggy®. You will be advised of the grading of your return, and the subsequent credit level.

how to return a product 

Register your return online. Once your request is received we will contact you, usually within 2 business days.