Refund Policy
This policy outlines the conditions and procedures applicable to refunds for purchases made on the Mountscale website, operated by MOUNTSCALE LTD, in accordance with UK consumer protection laws.
1. Refund Conditions
A refund may be granted in the following cases:
- exercise of the legal right of withdrawal within 14 days, where applicable under UK law,
- return accepted in accordance with our policies,
- cancellation approved by our customer service team,
- proven defect, damage, or product non-conformity under applicable legal guarantees.
All refund requests must be submitted by email to the address provided below.
2. Refund Procedure
To request a refund, the customer must contact our customer service at:
The request must include:
- full name,
- email address used for the order,
- order number,
- clear reason for the request.
A confirmation will be sent once the request has been received and reviewed.
3. Refund Method
If the refund is approved, it will be issued:
- using the same payment method used for the original order,
- within the legal timeframes, and no later than 14 days after the request has been validated.
The refund may be delayed until:
- the returned product has been received, or
- proof of return shipment has been provided,
whichever occurs first.
4. Refund Amount
The refunded amount includes:
- the product price,
- applicable taxes,
- standard delivery costs where required by law.
Return shipping costs remain the customer’s responsibility unless otherwise stated or legally required.
5. Banking Delays
Once the refund has been processed on our end, the time for the amount to appear in the customer’s account depends on the payment method, bank processing times, or card issuer delays. This may take several business days.
6. Non-Refundable Products
Due to the nature of dietary supplements and health products, the following items are excluded from the right of withdrawal and are non-refundable, unless defective or incorrect:
- products that have been opened, used, or unsealed,
- products returned for hygiene or health protection reasons,
- products not returned in their original condition and packaging.
This is in accordance with UK consumer regulations for health-related goods.
7. Contact
For any questions related to refunds, the customer service team is available at: