Returns and Exchanges

Returns and Exchanges

Here at LD Mountain Centre we are committed to customer satisfaction. It is for this reason that we offer a 28 day return policy. We ask that any returned items are unused/unworn and are returned within 28 days of their purchase date in the same packaging as they arrived and with their product tags still attached.

Please Note: We are unable to accept any returns with any clear sign of cosmetic or fragrance use. We are also unable to accept any returns on Underwear, Electronics, DVDs or items governed by PPE Law (Snowsports and Climbing Helmets, Climbing Hardware, Climbing Ropes, Ice Axes or Crampons.) 

Our online returns system makes it easy to exchange or return any unsuitable or unwanted products. If, for any reason, you wish to return an item you have purchased from the LD Mountain Centre Website, please go to the 'Your Account' section of our website. If you already have an account, please log in. If not, please register a new account using the same email address used when placing your order. 

Once logged in to your account, select the ‘My Order History’ link and on the new page select the order you wish to return. Mark the tick box beside the item(s) you wish to return and enter the quantity being returned. Once done, click the ‘Return Item(s)’ button at the bottom right of the page.

You will be sent an email with a returns form attached. Please print and complete the form,  enclose the top part of the form with your item. 

Please ensure that any returned items are sent using an Insured and Traceable mail service as LD Mountain Centre cannot accept any responsibility for items lost whilst in transit. 

We aim to process returned orders as quickly as possible once we have received them, however, in busy periods refunds and exchanges may take up to 7 working days to process.

Upon inspection of a returned product, LD Mountain Centre will issue a full refund to the card used for the purchase less the original delivery charge. Any used items will be denied a refund and returned to the customer at his/her expense. Warranty items are subject to inspection and only eligible for repair, replacement or disposal.

 

Warranty Procedure

Most brands provide a LIMITED LIFETIME WARRANTY to the original purchaser against manufacturing defects, however, this does not include accidental damage, as defined below.

You have 30 days from taking physical ownership of the goods to claim a refund for a faulty product; after this time you may only be offered a repair or replacement. Please note, we as the retailer do our best to reduce any environmental impact we may be aware of, this includes warranty returns. If a warranty item can be repaired effectively, we do not offer a replacement.

Most product is designed for long life and durability if care instructions are followed carefully. If your product appears worn out, then it may be time to replace your product and we hope that the LD Mountain Centre will be a part of your next buying decision.

What does 'Limited  Lifetime Warranty' NOT cover?

This limited warranty does not cover and the manufacturer/the LD Mountain Centre are not responsible for:

  • Damages caused by misuse, abuse, or by accident or negligence
  • Failure to observe care instructions including incorrect laundering
  • Damage caused by rips, cuts or tears
  • Burns and abrasions
  • Down and/or feather migration and pull-through.
  • Normal wear and tear.
  • Cosmetic damage (i.e., minor scratches, surface deformations, or discolouration) including natural fading of colours.
  • Unauthorized modification or alteration including any repair done outside of the brand's customer service.
  • Products with removed or defaced holograms, date codes, or tags.
  • Counterfeit products.
  • Products purchased “used”, “as-is”, “without warranty”, or,
  • Any damages arising after the warranty period.

 

How do I make a warranty inspection request?

Simply email returns@ldmountaincentre.com with the following information:

  • Order Reference Number
  • Product description – model name, colour, size, gender, etc (please be as specific as possible)
  • Describe the issue you are having with your item.
  • Please attach photos if possible (a picture is worth a thousand words).
  • Include a return shipping address and contact number.

Once you have heard back from our warranty team authorising the return, it is your responsibility as the customer to return the item to store. Please select a guaranteed delivery service that provides parcel tracking information and proof of delivery. The LD Mountain Centre is not responsible for items that are lost or damaged during shipping. To adhere to government regulations, all items are required to be cleaned before being returned for repair.

*Note: Please do not send your item back to us without first obtaining authorisation.

Customers are responsible for all costs relating to the shipment of the product to the LD Mountain Centre. Reasonable return shipping costs will only be covered if the item is deemed to be a warranty issue. The postage will not be covered for items repaired at cost or deemed not to be under warranty.

You will be contacted with the outcome after we have completed evaluating your product. Some brands warranty processes can take from 6-8 weeks to complete, this is dependent on how busy the brand's warranty department is.

What happens during the warranty process?

A member of the LD Mountain Centre warranty staff or, a Brand Warranty Service Representative will examine your product. We reserve the right to perform testing in store to determine if your item is subject to warranty. If/when a further inspection is required the product will be sent back to the brand, who will then have the final decision.

If it is determined that your product is not covered by this limited warranty, then we will return your product to you, or if possible, repair your product at a reasonable charge. You will be notified of a repair proposal before we begin the repair process. If you reject the repair proposal, the product will be returned to you; provided, the LD Mountain Centre and the brand reserves the right not to return a product that we determine is unsafe for use for its intended purpose without such repair.

Any confirmed warranty items will be replaced or repaired at the discretion of the brand for the practical product lifespan. Product damaged through wear and tear, misuse, or neglect may be repaired at a reasonable price. 'Practical Product Lifespan' means the usual and customary wearable life of the product. The 'Practical Product Lifespan' does not mean for your lifetime or mean an indefinite time period. How the product is used directly impacts the usual and customary wearable life of the product, as materials will deteriorate and fade over time and moving parts will also wear.

At the LD Mountain Centre, we take pride in our customer service and aim to keep you informed during any warranty process as much as possible.

Customer Service

We’ve worked really hard to provide you with these detailed help and support pages. You should be able to find answers to your questions here. Please use the links on the left to navigate to the relevant page. If, after taking a look at our help pages, you can’t find what you’re looking for please contact us: web@ldmountaincentre.com.

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