Refund policy

At Mountain View Melts, we want you to be happy with your purchase. This policy outlines your rights and our procedures in accordance with UK consumer law.

If you purchase from us online, you have the legal right to cancel your order within 14 days of receiving your goods. You then have a further 14 days to return the goods to us.

To exercise your right to cancel, please contact us at:
mountainviewmelts@gmail.com

You are responsible for the cost of returning the goods unless they are faulty or incorrect.

Returned items must be:

  • Unused

  • In their original condition

  • In their original packaging

We reserve the right to reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to establish their nature and characteristics.

Refunds

Once we receive and inspect your return, we will process your refund within 14 days.

Refunds will be made using the original payment method.

We may withhold reimbursement until we have received the goods back or you have provided proof of return.

Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with photographs and your order number.

If a fault is confirmed, we will:

  • Offer a replacement, repair, or refund

  • Cover any reasonable return postage costs

Your statutory rights are not affected.

Personalised or Customised Products

Personalised or customised products are made specifically to your instructions and cannot be resold.

Under UK consumer law, personalised items are exempt from the 14-day cancellation right.

Therefore, personalised or customised products are non-refundable and non-returnable, unless they are faulty, damaged, or not as described.

Please ensure all personalisation details (spellings, dates, colours, etc.) are correct when placing your order. Mountain View Melts cannot be responsible for errors submitted by the customer.

If a personalised item arrives faulty or defective, please contact us immediately so we can resolve the issue in line with your statutory rights.

Items That Cannot Be Returned

We cannot accept returns of:

  • Used products

  • Items not in their original condition

  • Products returned outside the cancellation period

  • Personalised products