Refund Policy
FOR RETURNS
We offer a 30-day refund policy from the date of delivery of the order. If more than 30 days have passed, we unfortunately cannot offer a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging. To make a return, you must present us with a receipt or proof of purchase.
Any item that is not in its original condition, that is damaged or that has certain parts missing for reasons that are not due to an error on our part will not be accepted.
Items that cannot be returned
Some types of products cannot be returned.
- Perishable goods such as food or products for intimate or sanitary use cannot be returned.
- We also do not accept returns on Mount Trail gift cards .
- Only regular priced items can be refunded. Unfortunately, sale items are not refundable.
Gifts
If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal in value to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not identified as a gift at the time of purchase, or if the gift-giver preferred to receive the item first and give it to you later, we will send a refund to the gift-giver and they will know that you have returned the item.
Procedure for refunds
1) Please send us an email to info@mounttrail.com with the subject ''Refund''. Include your full name and order number, as well as the reason why you wish to return your items.
2) We will discuss with you the best way to send us the items, either by mail or directly to our office (for Quebec City residents). To find out where to send us your order, see the Shipping section below.
3) Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision to approve or reject your claim.
4) If your request is 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 number of days.
Still haven't received your refund?
If you have not yet received your refund, please check your bank account again first. You can also contact your credit card issuer, as there may be a delay before your refund is officially posted. Then contact your bank. There is often a processing time required before a refund is posted.
If after completing all of these steps you still have not received your refund, please contact us at info@mounttrail.com.
Procedure for exchanges
We replace an item only if it is defective or damaged. In this case, follow the steps below.
1) Please send us an e-mail to info@mounttrail.com with the subject ''Exchange''. Enter your full name and order number, along with the reason why you wish to exchange one or more items.
2) We will discuss with you the best way to send us the items, either by mail or directly to our office (for Quebec City residents). To find out where to send us your order, see the Shipping section below.
3) Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also let you know when the new item will be shipped.
Shipping
To return a product, you must send it by mail to the following address: Local 204 - 1269 rue paul-émile-giroux, QUEBEC, QC, G1C 0K9, Canada.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from the refund.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than $75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return.
The Mount Trail Team