BLACK MOUNTAIN - RETURNS & EXCHANGES POLICY
Standard Items
Standard items (blank non-branded clothing) may be returned or exchanged within 28 days of receipt. All items must be in new, unworn condition and in their original packaging. A correctly completed returns form must accompany all returns.
Personalised Items
All personalised items (including all customised and branded clothing) are non-refundable from point of order, with the following exceptions:
- School uniform items (please contact our customer service team for specific guidance)
- Faulty items (see below)
Order Amendments
Should you need to amend your order, please contact us within 24 hours of placement. We will action your request as soon as possible. Whilst we cannot guarantee amendments to personalised items, we will endeavour to offer the most suitable solution possible.
Faulty Items
Faulty items may be returned for exchange or refund within 42 days of purchase. Where possible, please return items in their original packaging. If an item is confirmed faulty, postage costs will be refunded provided proof of postage/receipt has been supplied.
For items outside the 42-day period, customers may have additional rights under the Consumer Rights Act 2015 for significant manufacturing defects. Such cases will be assessed individually in accordance with current consumer legislation.
School Uniform Returns
Please note that postage costs will not be refunded for school uniform returns.
Return Process
- Complete the returns form included with your delivery if required Download Printable Form
- Please note: Returns with incomplete or incorrectly completed forms will not be processed
- Send returns to:
Black Mountain
Unit C, Beaver Centre
Ashburton Industrial Estate
Ross-on-Wye
HR9 7BW - Once accepted, refunds will be processed within 5 working days
Contact Information
For return enquiries or to report defective products, please email info@black-mountain.co.uk with your order reference number.
