refund policy

If you have any concerns with your order, please let us know so that our customer care team will gladly assist to find the best solution for you.

General Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.Please do not send your purchase back to the manufacturer. 

To cancel an item or an entire order:

Please send an email to info@bigtentoutdoors.com with your order number and the items you would like to cancel. 
If your order hasn't shipped yet, our team will cancel and you will receive your refund through your original form of payment. However, if your order has already shipped, then refund request will be processed in place of cancellation request.You may have to return the item or items in original condition back to our warehouse.

change of mind return:

Please contact us first by phone or email with your order number and the items you wish to return.Once your return request has been approved and after the return shipment has arrived back to our warehouse, we will replace or refund your order, excluding shipping costs, within 30 days of receipt.  

All returned merchandise must be in as new condition and in resalable condition in the original manufacturer’s labeled packaging. You will be responsible for the return of the product back to our warehouse.

In some cases, particularly for large and heavy items, your return may be subject to a restocking fee. 

Please send us an email at info@bigtentoutdoors.com before placing your order if you have any questions or need clarification for a product.

there are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery. 

You are missing an item from your order:

If you ordered multiple items, it may come in separate boxes or shipments. If items ship from different locations, you may receive two or more tracking numbers from different shipments. We have warehouses in Los Angeles, US and in Richmond, Canada 

sale items:

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

exchanges:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@bigtentoutdoors.com with your order number, photos showing the damage or an explanation of what the defect is, and any other important details to help us to verify the problem.

And send your item to: Bigtent Outdoor Equipment Ltd., 8211 Williams Rd, Richmond BC V7A1G4, Canada.

refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@bigtentoutdoors.com.

shipping:

To return your product, you should mail your product to : Bigtent Outdoor Equipment Ltd., 8211 Williams Rd, Richmond BC V7A1G4, Canada

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

return procedure:

1. Repackage your product securely with a copy of your packing slip. Please ensure Items are in as new condition and in resalable condition in their original packaging.

2. Contact us to make sure you have the correct return address and receive your return authorization. We will provide you a return number.

3. Choose what carrier you would like to send it with.

4. Record and retain tracking information. We cannot be held responsible for items lost in shipping.

5. Once our warehouses confirms that they have received it back in resalable condition, we will process the refund.