Refund policy
Refund & Returns Policy
Every GoatMountain piece is made to order. This policy explains when replacements or refunds apply, and what isn’t eligible, in line with UK consumer law (and mandatory protections that may apply in your country of residence).
1. Made-to-Order Products
All products are printed and fulfilled on demand through trusted third-party partners. Because items are made specifically for you, we cannot accept returns or refunds for:
- Change of mind
- Incorrect size ordered
- Buyer’s remorse
2. Faulty, Damaged, or Misprinted Items
If your item arrives defective, misprinted, or damaged in transit, we will provide a free replacement or a full refund.
Email help@goatmountain.co.uk within 14 days of delivery, including:
- Your order number
- Clear photos of the issue
- A short description of the problem
- Your preference (replacement or refund)
Most resolutions are processed within 5–7 working days. Claims submitted after 30 days from delivery may not be eligible for resolution.
3. Incorrect Items Sent
If you receive the wrong item, size, or colour due to our or our fulfilment partner’s error, we will resolve it promptly with a replacement or refund.
4. Replacement-First Approach
Where possible, we issue a replacement first to get the correct item to you quickly. Refunds are offered when a replacement is unavailable, not appropriate, or you specifically request a refund.
5. Returns Not Accepted
Due to the made-to-order nature of our products, we cannot accept returns or exchanges for:
- Change of mind
- Incorrect sizing selected at checkout
- Incorrect shipping address provided by the customer
- Discounted or sale items (unless defective)
6. Order Cancellations
Orders are sent to production shortly after purchase. Once your order has entered production, it cannot be cancelled.
If you need to amend or cancel, contact us immediately after placing the order. We’ll do our best to help if production has not started.
7. Return Shipping (If Approved)
If a return is authorised due to a fault, we will either:
- Cover the return shipping cost, or
- Provide a replacement without requiring the item to be returned
If a return is required, we will provide the correct return instructions. Unauthorised returns may not be processed.
8. Refunds (If Applicable)
- Approved refunds are issued to your original payment method.
- Refunds are processed within 14 days of confirmation.
- Depending on your bank or payment provider, funds may take 5–10 working days to appear.
If you have not received your refund after this time, please contact your bank or card provider before reaching out to us.
9. Third-Party Fulfilment Disclaimer
We partner with third-party providers for production and logistics. While we select reliable partners, we are not liable for delays or disruptions outside our control (for example, courier disruption or customs clearance).
10. Abuse & Fraud Prevention
We reserve the right to decline or restrict refund/replacement requests in cases of:
- Excessive or repeated claims
- Evidence of misuse, fraud, or abuse
- Dishonest activity or repeat offences
11. Warranty Disclaimer
Products are sold “as is”, without additional warranties beyond those required by UK consumer law. Normal wear, misuse, or improper care is not considered a defect.
12. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (UK) or applicable EU consumer laws.
13. Governing Law
This policy is governed by the laws of England & Wales, without limiting mandatory consumer protections in your country of residence.
14. Contact
Email: help@goatmountain.co.uk
We aim to respond within 1–2 working days.