Return & Refund
Thank You for Shopping at BigTent
As with any shopping experience, we understand that sometimes a product may not meet your expectations. In that unlikely event, we invite you to review the following terms related to return and refund.
General Returns of Unused or Unopened
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 of an Entire Order
Please send an email to info@bigtentoutdoors.com with your order number and the items you would like to cancel. Or please visit our Contact Page and fill out the 'Leave your message' form.
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 the refund request will be processed in place of the cancellation request. You may have to return the item or items in the original condition back to our warehouse.
Rooftop Tents
You may cancel your RTT order at any time before it has shipped and get a full refund, minus a $50 cancellation charge.
If you would like to cancel, please visit our Contact Page for us to proceed with a refund. Please note that it may take up to 10 days for the refund to appear in your bank account.
Due to the difficulty and cost of transporting an item the size of an RTT, no refunds or returns will be given after your RTT has been shipped or picked it up.
We do stand by the quality of our products, and iKamper RTTs comes with a 5-year limited warranty.
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 a new condition and in resalable condition in the original manufacturer’s labelled 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.
- Original condition / Resalable: 100% refund
- Opened box / Unused: 90% refund
- Damaged packaging / Unused: 80% refund
- Missing product protections / Unused: 50% refund
- Product damaged / Used: Refund is NOT available
- Shipping costs are not refundable
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., 904 Sherwood Ave, Coquitlam, BC V3K 1A6, 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., 904 Sherwood Ave, Coquitlam, BC Canada V3K 1A6.
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 the 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 can’t guarantee that we will receive your returned item.
Return Procedure
- Repackage your product securely with a copy of your packing slip. Please ensure items are in a new condition and in resalable condition in their original packaging.
- Contact us to make sure you have the correct return address and receive your return authorization.
- Choose what carrier you would like to send it with.
- Record and retain tracking information. We cannot be held responsible for items lost in shipping.
- Once our warehouses confirm that they have received it back in resalable condition, we will process the refund.