International Return Policy
We are proud to be an exclusive supplier of official Sun Mountain Sports products and appreciate your loyalty and business. We understand that sometimes the item you purchased may not meet your satisfaction. If this is the case for your order, you must notify us of any problem with your product within 10 days of receipt or complete acceptance is implied.
You can initiate a return for most new and unopened items within 10 days of delivery for a product refund. You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 30 days of your initial delivery date. We inspect all returned items and may award a full or partial refund, depending on the condition of the product. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. Please see our Defective Product and Returns section below.
If the item you purchased doesn't meet your satisfaction and you need to return it, our only current option is to:
- Return the item for credit on the credit card initially used to purchase the item.
Exchanges and Replacements
Presently, we are not able to process exchanges or replacements on international orders. Should you want to exchange or replace an item, you will need to return the item originally purchased, and place a new order for the replacement item.
How to Return Merchandise
To initiate an international return, you must contact us with 10 days of your receipt of the product at firstname.lastname@example.org, and request a return authorization. Please include your order number, date ordered and reason for returning.
We will email you (1) a return authorization number, and (2) a Commercial Invoice to be used for Customs clearance.
We recommend FedEx as your return shipping company. However, you may choose the company you prefer to use.
Refunds will be credited to the original purchasing credit card account number.
Please allow 10 business days after we receive your return for credit to be issued to your credit card.
Please follow these directions to return by parcel service:
- Clearly write your return authorization number on the outside of the box using a black indelible marker.
- Include all original packing materials and carton, manuals and accessories with the product. All returned product must be in new, unused condition.
- You must place the Commercial Invoice in a self-adhesive plastic envelope in a manner that will stay in place during transit AND, in a way that Customs Service will be able to remove the Commercial Invoice from the envelope. FedEx or other shippers will have these envelopes available.
- You should retain a copy of the Commercial Invoice for your records and to request reimbursement of duties and taxes assessed by your country upon entry.
Ship your return to:
Sun Mountain Sports
Attn: International Returns
5016 Curlew Court
Missoula, MT 59808
NOTE: Shop.SunMountain will not be responsible for lost or damaged-in-transit returned items and you must keep a copy of the tracking number for your records in the event a claim needs to be made against the shipping provider.
Return for Credit on Card
If you are returning an item for refund, you will be given a full refund (less initial outgoing shipping costs, taxes and duties,) for the item(s) as long as the following requirements are met: (1) the item is unused, (2) the item is not damaged, and (3) item is not personalized.. The original outbound shipping is non-refundable. You are responsible for all freight charges including outgoing and return shipping. However, if the product was originally delivered to you damaged or defective or the wrong item was shipped, you will be credited for outgoing and return shipping, taxes and duties in addition to the item. Please see our Defective Product and Returns section below.
Defective Product and Returns Due to Our Error
You may return defective items, items damaged at the time of receipt, and incorrect items received without penalty. Your return shipping charges will be waived if you use the return shipping label that we email to you. We will not reimburse you for return shipping charges if you ship by any other method. When we receive your return, we will inspect the item and issue a full refund if the product is found to be defective. If the product is determined not to be defective, return shipping fees will apply, and a full or a partial refund may be issued for the product.