Thank you for shopping at Mountain Wolf. To protect the rights of both parties, please read the following return and exchange policy carefully before making a purchase.
📌 Basic Return and Exchange Principles
Our store's basic policy is "All sales are final" (no returns or exchanges once sold). However, if an unused product has quality issues, such as non-human-caused damage or functional failure, customers may submit a request to exchange the item for the same product within 14 days of receiving it.
🔄 Exchange and Refund Options (Only for products with quality issues)
General Situation: If a quality issue is confirmed, we will replace the item with the same product for you.
Out-of-Stock Arrangement: If the same product is out of stock, customers may choose one of the following options:
- A full refund.
- Exchange for another product of equal value.
- Exchange for a product of a higher value (the customer must pay the price difference).
🚫 Unacceptable Reasons for Return/Exchange
We do not accept return or exchange requests based on the customer's personal subjective preferences. Subjective reasons include, but are not limited to:
- Disliking the product upon receipt.
- Suddenly changing your mind.
- No longer needing the product.
- Differences in size or color from personal understanding/expectations.
📦 Return/Exchange Process and Postage Arrangements
Contact Customer Service: You must contact our customer service team and submit a request within 14 days of receiving the product.
Return the Product: After the initial review and approval of the request, the customer must return the product first (the return postage must be paid in advance by the customer).
Inspection and Acceptance: After our store receives and inspects the returned item, if it is confirmed to meet the return/exchange conditions, we will process your exchange or refund as soon as possible.
Postage Responsibility: For verified quality issues, the return postage incurred will be covered/fully refunded to you by our store.
Refund Time: If the refund conditions are met after inspection, the relevant refund process will be completed within 14 working days.
⚠️ Situations Not Applicable for Returns/Exchanges
Mountain Wolf will not provide any return or exchange services under any of the following circumstances:
Color Differences: Website images may have slight color differences from the actual product; the images are for reference only. The actual color of the received product shall prevail. We do not accept returns or exchanges due to color discrepancies between online images and the actual item.
Subjective Factors: Returns or exchanges requested due to personal subjective preferences (including disliking the item, sudden change of mind, not needing it, etc.).
Improper Storage: The product was stored under abnormal conditions, exposed to damp environments, or exposed to extreme temperatures (too high/too low).
Human-Caused Damage: Products subjected to unauthorized repair, misuse, negligence, abuse, accidents, or alterations.
External Factors and Wear: Incorrect installation, force majeure events, spilled food or liquids, and the product's normal wear and tear.
No Prior Contact: Returning items without contacting and receiving approval from customer service prior to the return.
Overdue Application: The request is made beyond the 14-day return/exchange period after receiving the goods.
Incomplete Packaging/Accessories: The outer packaging of the returned product is incomplete, the attached accessories and relevant documents are missing, or the free gifts included with the order are incomplete.
Already Used: The product has already been used.
In case of any dispute, Mountain Wolf reserves the right of final decision.
