Standard Items (Non-Personalised)

Standard items (blank, non-branded clothing) may be returned or exchanged within 28 days of receipt. Items must be new, unworn, unwashed and returned in their original condition, including packaging and tags where applicable.

A correctly completed returns form must accompany all standard item returns. Returns received without the required information may be delayed or not processed.

Personalised Items

All personalised items, including customised, printed, or embroidered garments, are non-refundable once production has begun. This is because these items are made specifically to order.

• School uniform items (see School Uniform Returns below)
• Items confirmed to be faulty

This policy does not affect your statutory rights where goods are faulty or not as described.

Order Amendments

If you need to amend your order, please contact us within 24 hours of placing it. We will always try to help where possible; however, once production has started, changes to personalised items cannot be guaranteed.

Faulty Items

If an item is faulty, damaged, or not as described, please contact us within 42 days of purchase. Where possible, items should be returned in their original packaging.

Once a fault is confirmed, we will offer a replacement or refund in line with the Consumer Rights Act 2015. Reasonable return postage costs will be refunded where proof of postage is provided.

For issues reported outside this period, additional rights may still apply depending on the nature of the fault.

Missing Items or Orders

If your order has been delivered but is missing item(s), you must notify us within 28 days of delivery. Please include your order reference number and a clear description of the missing items.

If your order does not arrive at all, please contact us as soon as reasonably possible and no later than 28 days from the expected delivery date. We will investigate with the courier and arrange a replacement or refund where appropriate.

Claims submitted outside of this timeframe may be more difficult to resolve due to courier investigation limits. This does not affect your statutory rights.

School Uniform Returns

School uniform returns are handled on a case-by-case basis. Please note that postage costs are non-refundable for school uniform returns unless the item is confirmed faulty.

Return Process

1. Complete the returns form included with your order (or download below).
2. Package the item securely and include the completed form.
3. Send your return to the address below.

Download Printable Returns Form

Black Mountain Clothing
Unit C, Beaver Centre
Ashburton Industrial Estate
Ross-on-Wye
HR9 7BW

Once accepted, refunds are processed within 5 working days.