Bigtent Direct™ Warranty Policy
Definitions
To ensure clarity throughout this policy, the following terms are defined as follows:
Bigtent
Refers to Bigtent Outdoor Equipment Ltd., a North American retailer operating both a physical showroom and an online store, specializing in curated outdoor gear and equipment.
Bigtent Direct™
A cross-border shopping service provided by Bigtent Outdoor Equipment Ltd., offering select international outdoor gear brands delivered via air freight directly from overseas manufacturers to the customer’s door, with support from Bigtent’s local customer service team.
Bigtent Direct™ Product
A product available on the Bigtent website that is fulfilled through the Bigtent Direct™ service. These items are shipped directly from overseas manufacturers, not from local inventory.
Note
⚠️ This warranty applies only to customers who purchased directly from Bigtent Outdoors Equipment Ltd. or an authorized dealer. Warranty does not cover second-hand purchases and clearance-sale items.
⚠️ Non-Bigtent Direct™ products follows General Policies
1. Bigtent’s Role in the Warranty Process
For products fulfilled through Bigtent Direct™, all warranty evaluations and resolutions are conducted by the original brand or manufacturer.
Bigtent acts as a facilitator and communication bridge, offering local customer support throughout the process. However, Bigtent does not make final decisions regarding warranty eligibility or compensation.
As part of our support, we will:
- Help assess whether your issue may qualify for a warranty claim
- Submit the required documentation on your behalf
- Coordinate communication with the manufacturer
- Keep you informed throughout the process
2. General Warranty Information
2-1. Warranty Coverage
Warranty coverage applies to manufacturer defects in materials or workmanship under normal, intended use. All claims are subject to review and approval by the original brand or manufacturer.
Covered Under Warranty:
- Structural defects
- Missing components
- Material failures not caused by user handling
Not Covered Under Warranty:
- Damage caused by accidents, abuse, or misuse
- Improper maintenance or care
- Unauthorized modifications or repairs
- Normal wear and tear
- Cosmetic imperfections that do not affect functionality
- Shipping-related damage (refer to 3. Shipping Insurance in the shipping policy)
2-2. Warranty Period
The following chart outlines standard warranty periods based on product categories. These are general guidelines; actual coverage may vary depending on the brand.
For brand-specific details, see [the Brand-Specific Warranty Terms] section below.
All warranty periods begin from the original purchase date stated on your receipt.
| Product Category | Standard Warranty Period |
|---|---|
| Tents & Shelters | 1 Year |
| Sleeping Bags & Pads | 1 Year |
| Outdoor Furniture | 1 Year |
| Apparel & Accessories | 6 Months – 1 Year |
2-3. How to Submit a Warranty Claim
To initiate a warranty claim:
- Contact us via Support Chat.
- Provide your order number, clear photos of the issue, and a brief description in the chat
- Our team will forward the claim to the brand and guide you through the next steps
Warranty claims must be submitted within the applicable warranty period to be considered valid.
2-4. Shipping Responsibility
If a physical return is required during the warranty process:
- Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
- If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
- However, actual shipping responsibility may vary depending on the brand
2-5. Important Notes for Bigtent Direct™ Products
Please note the following when submitting warranty claims for Bigtent Direct™ products:
- Warranty inspections are generally conducted overseas by the original manufacturer.
- As a result, processing times may be longer compared to domestic products.
- Manufacturers may choose, at their discretion, to:
- Ship a replacement part
- Issue a partial refund
- Replace the full product
Important: We strongly recommend adding SavedBy Package Protection at checkout to safeguard against shipping-related damage. Warranty coverage does not extend to in-transit damage if insurance is not selected.
3. Questions
If you have any questions, reach out via Support Chat.
Brand-Specific Warranty Terms
JakeLah
Warranty Coverage
Covers defects in manufacturing, materials, or structural integrity.
Warranty Period
1 year from the original date of purchase.
Shipping Responsibility
If a physical return is required during the warranty process:
- Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
- If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
Not Covered Under Warranty:
- Damage from misuse, negligence, or improper care
- Failure to follow usage instructions
- Unauthorized modifications or repairs
- Regular wear and tear
- Accidental damage (e.g., fire, loss, or theft)
- Weather-related damage (e.g., storm, wind)
- Cosmetic issues that do not impact functionality
LNT Overland
Warranty Coverage
This warranty applies only to manufacturing defects in materials and structure.
All products must be installed and used in accordance with the official installation and usage instructions provided by LNT overland or its partners. Failure to do so may void the warranty.
Warranty Period
Starting from the date of purchase:
- Tent: 2-year Limited Warranty
- Accessories: 1-Year Limited Warranty
Shipping Responsibility
If a physical return is required during the warranty process:
- Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
- If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
Not Covered Under Warranty:
- Damage from misuse, negligence, or improper care
- Failure to follow usage instructions
- Unauthorized modifications or repairs
- Regular wear and tear
- Accidental damage (e.g., fire, loss, or theft)
- Weather-related damage (e.g., storm, wind)
- Cosmetic issues that do not impact functionality
Notes
This warranty is valid for original purchasers only and is non-transferable.
Proof of purchase is requited for all claims.
Wood & Burn
Warranty Coverage
This warranty applies only to manufacturing defects in materials and structure.
If a defect is identified, Bigtent will, at its discretion, repair or replace the defective parts.
[Important] Once used, products cannot be exchanged or refunded, but a repair service is available.
Warranty Period
Starting from the date of purchase:
- 1-Year Limited Warranty on all Wood & Burn products, valid from the date of purchase.
Shipping Responsibility
If a physical return is required during the warranty process:
- Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
- If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
Exclusions
This warranty does not cover:
- Damage caused by misuse, negligence, or improper care
- Warping of the fire plate due to use (The fire plate must be corrected and reused.)
- Rust on iron plates caused by exposure to moisture (Products are made of pure iron and must be seasoned before use.)
- Customer’s change of mind
Notes
This warranty is valid for original purchasers only and is non-transferable.
Proof of purchase is required for all claims.
Bigtent reserves the right to determine warranty eligibility and method of resolution.
Shipping Responsibility
If a physical return is required during the warranty process:
- Customers are responsible for round-trip shipping between their location and Bigtent’s Vancouver showroom.
- If the item requires additional servicing by the manufacturer after inspection, shipping between Bigtent and the manufacturer will be covered by Bigtent or the manufacturer.
Not Covered Under Warranty:
- Damage from misuse, negligence, or improper car
- Failure to follow usage instruction
- Unauthorized modifications or repair
- Regular wear and tea
- Accidental damage (e.g., fire, loss, or theft
- Weather-related damage (e.g., storm, wind
- Cosmetic issues that do not impact functionalit
-
Deformation of the combustion plate due to use
(The combustion plate should be straightened and used if deformed. -
Rust formation on steel plates
(Steel plates are made of pure steel and may rust when exposed to moisture. Please season before use.
Notes
This warranty is valid for original purchasers only and is non-transferable.
Proof of purchase is requited for all claims.