Exchange Policy

At Bigtent Outdoor Equipment Ltd., we offer exchange options under specific conditions to ensure a smooth and fair process for all customers.

1. Changes Before Your Order Ships or Is Picked Up

You can change any order — a different size, colour or item — at any time before it leaves our warehouse, or for pickup orders, any time before you collect it.

If the new item costs less, we refund the difference in full to your original payment method — no fee.
If the new item costs more, we will ask you to pay the difference before we confirm the change.
If the new item comes from a different shipment, your ready date may change — we will tell you the new date before we confirm.

To request a change, email support@bigtentoutdoors.com with your order number and the item you would like, reply to any of your order emails, or contact our team via Support Chat.

2. Exchanges After Shipping or Store Pickup

Once an item has been shipped or picked up, direct exchanges are not processed.

Instead, submit a return request within 15 days of the delivery date (for pickup orders, the day you collect it) according to our Cancel, Return & Exchange Policy, then place a new order for the replacement product.

Please note:

Shipping in both directions is the responsibility of the customer. If your order shipped free, the actual cost we paid to ship the returned item to you is deducted from your refund.
All returned items will be inspected upon receipt. Refunds may be issued in full or partially based on item condition.
A 3.5% transaction fee is deducted from the amount refunded to your original payment method. Choose store credit instead and this fee is not deducted.
Exchanging because the item is damaged or defective? See Section 5 of our Cancel, Return & Exchange Policy instead.

For any exchange-related inquiries or assistance, please contact us through Support Chat.