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Refund Policy

Last Updated: 25 December 2025

Introduction

At Mountains to Dust, we want you to be happy with your purchase. This policy explains your rights for refunds, returns, and exchanges for both digital and physical products.
Email: support@mountainstodust.com

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1. Digital Products

1.1 No Refunds by Default

Due to the nature of digital products (e-books, workbooks, audio, videos, PDFs), all sales are final once delivered or download started.

1.2 Exceptions / Faulty Products

Refunds may be considered if:

  • File is corrupted or unreadable

  • Product is significantly different from its description

  • Refunds are only available if the digital product cannot be downloaded or streamed due to an error caused. Issues caused by your device, browser, internet connection, firewall, antivirus, or any other third-party service do not qualify for a refund.

How to Request:

  • Contact support@mountainstodust.com within 7 days

  • Include order number, description, and screenshots if applicable

  • Response within 7 business days; approved refunds processed in 10–14 days

Not refundable:

  • Change of mind

  • Device incompatibility

  • Accidental purchase

2. Physical Products (Made-to-Order)

2.1 Reporting Faults or Damage (48 Hours)

Our physical  items are made to order: any defects, transit damage, or wrong items must be reported within 48 hours of delivery with clear photos.

  • Reports after 48 hours will not be eligible for replacement or refund.

2.2 Return Window (30 Days)

If a reported item is approved for return or replacement, it must be returned within 30 days of approval.

  • Item should be in original condition with tags attached.

  • Prepaid return labels are provided for defective or wrong items.

2.3 What Qualifies for Return or Replacement

  • Manufacturing defects (tears, stains, misprints)

  • Wrong item, size, color, or design

  • Damage in transit

2.4 What Does NOT Qualify

  • Change of mind

  • Items washed, worn, or altered

  • Returns without prior approval

  • Items reported outside 48-hour window

3. Exchanges

Exchanges are available for:

  • Wrong size or design received

  • Defective items

Process:

  1. Report the issue within 48 hours

  2. Return approved item within 30 days

  3. Replacement shipped once returned item inspected

Limitations:​

  • Subject to product availability; otherwise refund or store credit

4. Refunds

  • Refunds processed within 14 days of receiving returned item or proof of return

  • Original payment method will be used

  • Includes product price and shipping (only if item faulty or wrong)

  • Does NOT include return shipping.

5. Order Cancellations

Digital Products

  • Cannot be canceled once download link is sent

Physical Products

  • Can cancel before production (within 48 hours) begins for a full refund.

6. Damaged, Lost, or Stolen Packages

  • Damaged: Report within 48 hours with photos; replacement or refund provided

  • Lost: Check environs or neighbors or porch. Else, wait 48 hours, then contact support; we’ll investigate with the carrier

  • Stolen: File police report; we may offer assistance at our discretion

7. Warranty

  • Not covered: normal wear and tear, misuse, washing incorrectly, alterations, or items from unauthorized sellers

  • To claim: Email support@mountainstodust.com with proof of purchase and photos

8. Contact for Returns

Email: support@mountainstodust.com
Include: order number, product name, description, and photos (if applicable).
Response within 3–14 business days

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