Returns
We want you to be completely satisfied with your purchase from LD Mountain Centre, if for any reason you are not, we offer a hassle-free returns policy. Please read the information below to understand our returns process, and find answers to frequently asked questions.
Returns Policy
- You may return eligible items within 28 days of the purchase date.
- The item must be unused, in its original packaging, and in the same condition as when you received it.
- Return shipping costs are the responsibility of the customer unless the return is due to an error on LD Mountain Centres' part.
How to Package a Return
To parcel up a return, please follow these steps:
- Please include your order number and provide a detailed explanation for the return. You can conveniently write on and enclose the dispatch notes that you received with your initial delivery.
-
Package the item(s) securely and include any accessories, tags, or documentation that came with it. Please note that we are unable to accept returns if the postage label has been affixed directly on to the product/branding, such as in the case of shoes with a postage label attached to the box.
- Please select your preferred courier, and ship the item back to us using a traceable shipping method.
Return's Address: LD Mountain Centre, 83 Third Avenue, Team Valley, Gateshead, NE11 0PR
Please note that LD Mountain Centre cannot assume any liability for returning items, as well as the parcel delivery and collection services booked through the return portal links provided. We recommend reviewing the terms and conditions of the respective service providers and exercising due diligence when selecting and utilising these services.
Frequently Asked Questions
1. Have you received my return?
Once your refund has been processed, we will promptly notify you via email. For updates on the delivery of your returned item, we kindly suggest utilising the tracking options offered by your selected delivery service to confirm its successful arrival at our facility. Our goal is to process returned orders as swiftly as possible upon receipt. However, during busy periods, please allow for a processing time of up to 14 working days for refunds. Please note that it may take up to 10 days for the refund payment to reflect on your card statement after it has been processed.
If you do not receive an update within 14 days of your order being received at the warehouse, please contact us via email - web@ldmountaincentre.com
2. Can I return my order to the store?
To facilitate a return at our standalone shop, 34 Dean Street, Newcastle Upon Tyne NE1 1PG, please ensure you have your receipt or order confirmation email available. Please be aware that web orders returned in-store will not be refunded on-site. Instead, they will be sent to our returns department for processing.
3. What should I do if I receive a damaged or defective item?
If you received a damaged or defective item, please contact our customer support team within 48 hours of receipt. We will assist you in resolving the issue and provide further instructions on returning the item if necessary. Return shipping costs will be covered by us in such cases.
If you received a damaged or defective item, please contact our customer support team within 48 hours of receipt. We will assist you in resolving the issue and provide further instructions on returning the item if necessary. Return shipping costs will be covered by us in such cases.
4. Are there any items excluded from returns?
Please note that we are unable to accept returns for items that show clear signs of cosmetic or fragrance use. Additionally, we regret to inform you that we cannot accept returns for the following categories: Underwear, Electronics, and items governed by PPE Law (such as Snowsports and Climbing Helmets, Climbing Hardware, Climbing Ropes, Ice Axes, or Crampons), within our typical 28 day policy. Exceptions for PPE purchased online and delivered to your address can only be made if returned within 14 days of receipt, subject to thorough inspection processes. We appreciate your understanding regarding these limitations.
5. How do I exchange an item?
Please indicate on your returns form the size/colour/model of item you would like in exchange for your returned goods. Please note, this will depend on stock availability at the time of processing. If we are not able to fulfil this, a refund will be issued.
6. Are returns accepted for international orders?
While we do accept international returns, please note that these specific orders may not be processed through the linked online return portals. Due to logistical considerations and varying customs regulations, international returns require a more personalised approach. We kindly ask you to utilise your local postal services and ensure that the parcel is clearly marked as a returning item for customs purposes.
While we do accept international returns, please note that these specific orders may not be processed through the linked online return portals. Due to logistical considerations and varying customs regulations, international returns require a more personalised approach. We kindly ask you to utilise your local postal services and ensure that the parcel is clearly marked as a returning item for customs purposes.