At MTB For Life, we're committed to providing you with high-quality clothing and excellent service. This policy outlines our approach to returns, ensuring a fair and clear process for everyone.
When an Item Isn't Right (Faulty Items)
If an item you purchased from us is not of acceptable quality, not fit for its intended purpose, or doesn't match its description, we're here to help. This means if it's faulty, unsafe, or significantly different from what you expected, you may be entitled to a refund, replacement, or repair.
Here's how it works:
- Contact Us Immediately: Please get in touch with us right away at zenith@mtbforlife.com.au if you believe an item is faulty.
- Proof of Purchase: We'll need valid proof of purchase (like your order confirmation or receipt) to process your return.
- Item Condition: For faulty items, you don't need to return the product in its original packaging or unworn condition.
- Resolution: Once a fault is confirmed, we'll arrange the appropriate remedy (refund, replacement, or repair) for you. We'll also cover any reasonable shipping costs you incur to return the faulty item to us.
Changed Your Mind? ("Change of Mind" Returns)
We understand that sometimes things just aren't quite what you had in mind. For full-priced items, we offer "change of mind" returns under the following conditions:
- Time Limit: You must request a return within 14 days of receiving your order.
- Item Condition: The item must be returned in its original, unworn, and unwashed condition, with all original tags still attached and in its original packaging. We reserve the right to decline a return if these conditions aren't met.
- What You'll Get: For approved "change of mind" returns, we'll provide an exchange or a store credit. Please note that refunds are not offered for change of mind.
Return Shipping:
- You'll be responsible for all shipping costs to send the item back to us for "change of mind" returns. We recommend using a trackable shipping service.
- Please Note: "Change of Mind" Exclusions
- We do not offer "change of mind" returns or exchanges on clearance, sale, or discounted items. All sales of these items are final.
- For hygiene reasons, certain items may be excluded from "change of mind" returns (e.g., underwear), where clearly indicated on the product page.
How to Start a Return
To begin any return process, simply contact our customer service team at zenith@mtbforlife.com.au. Please include your order number and details of the item(s) you wish to return, and we'll guide you through the next steps.