Return & Refund Policy

Last updated: 27 October 2026

At Mula Ancala, we want you to feel confident when choosing equipment for your next adventure. If something isn't quite right, we're here to help.

Please read our return and refund policy below.

1. Your Right to Return

You have the right to cancel your purchase within 14 calendar days of receiving your order, without giving any reason.

The 14-day period begins the day after you, or someone designated by you, receives the product. If your order arrives in multiple deliveries, the period begins after you receive the final item.

To exercise your right of withdrawal, notify us before the 14-day period expires.

You can contact us at:

Email: hello@mulaancala.com

Website: https://mulaancala.com

You may also use the online withdrawal function available on our website.

2. How to Return an Item

To arrange a return:

  1. Email us at hello@mulaancala.com with your order number and the product(s) you wish to return, or use our online withdrawal function.

  2. We will provide return instructions and help you identify the correct return destination.

  3. Pack the product securely to prevent damage during transportation.

  4. Send the product back within 14 calendar days after notifying us of your decision to withdraw.

You do not need to provide a reason for your return, and your right of withdrawal does not depend on receiving our approval.

Return address:

Mula Ancala
Stationsweg 21f
4141 HB, Leerdam

Please contact us if you need assistance with your return.

3. Product Condition

You may inspect and try products as you would in a physical shop.

For example, you may try on hiking shoes indoors to check their fit or examine a backpack to assess its features and comfort.

We kindly ask you to:

  • Handle products with care.

  • Keep original packaging, labels and accessories whenever reasonably possible.

  • Avoid using products beyond what is necessary to assess their nature, characteristics and functionality.

If a product has been used or handled beyond what is necessary for inspection, you may be responsible for any resulting reduction in its value.

Missing or damaged original packaging does not automatically remove your statutory right of withdrawal.

4. Return Shipping Costs

If you return a product because you have changed your mind, ordered the wrong size or no longer want the item, you are responsible for the direct cost of return shipping.

Return shipping costs depend on the size, weight, destination and shipping carrier.

If you receive an incorrect, defective or damaged product, Mula Ancala will cover the necessary return shipping costs or arrange an appropriate solution at no additional cost to you.

For products that cannot normally be returned by post, any applicable return transport costs will be disclosed before purchase.

5. Refunds

Once you notify us that you are exercising your right of withdrawal, we will issue your refund within 14 calendar days.

We may withhold the refund until we receive the returned product or you provide evidence that it has been sent back, whichever occurs first.

Refunds will be processed using the original payment method unless you expressly agree otherwise, at no additional charge.

If you return your entire order, we will refund:

  • The purchase price of the returned products.

  • The original standard delivery costs.

Additional charges for premium or express delivery options are not refundable beyond the cost of standard delivery.

If you return only part of your order, we will refund the returned products. Original delivery charges generally do not have to be refunded for partial returns.

6. Damaged, Defective or Incorrect Products

If your order arrives damaged, contains an incorrect product or develops a defect, please contact us at:

hello@mulaancala.com

Include your order number and a description of the issue. Photographs are helpful but are not mandatory.

We will review the situation and arrange an appropriate solution, such as repair, replacement or a refund, in accordance with applicable consumer law.

Your statutory consumer rights remain valid beyond the standard 14-day withdrawal period.

7. Exchanges

If you would like a different size, colour or product, please contact us.

Where possible, we will help you arrange an exchange. Product availability may vary.

If a direct exchange is not possible, you can return the original product under this policy and place a new order.

8. Exceptions to the Right of Withdrawal

Certain products may be excluded from the statutory right of withdrawal, where permitted by law. These include:

  • Products genuinely made to your individual specifications or clearly personalized.

  • Sealed goods that are unsuitable for return due to health protection or hygiene reasons, once their seal has been broken, where the legal conditions for this exception are met.

Any applicable exception will be clearly communicated before purchase.

Standard clothing, footwear and outdoor equipment are generally covered by the statutory right of withdrawal.

These exceptions do not affect your rights if a product is defective or does not conform to the contract.

9. Orders Shipped by Our Partners

Some Mula Ancala products may be dispatched directly from our trusted European suppliers.

Regardless of where your order is shipped from, Mula Ancala remains your point of contact for order issues, returns, refunds and statutory warranty claims.

If your order contains products from different suppliers, the items may arrive in separate shipments. Please contact us for assistance with the correct return arrangements.

10. Contact Us

If you have questions about an order, return or refund, we are happy to help.

Mula Ancala
Email: hello@mulaancala.com
Website: https://mulaancala.com

Our goal is to make your shopping experience as straightforward and reliable as possible, so you can focus on your next adventure.