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.
1. Order Cancellations
To cancel your order, please contact us via:
- Live Chat: Click here to chat
Please include your order number and relevant details. Our team will process your request as quickly as possible.
1.1 Pre-shipping Cancellations
- Orders canceled before shipping will incur a 3.5% transaction fee.
- This fee covers payment processing and administrative costs, and will be deducted from your refund.
- This charge originates at the time of purchase and is non-recoverable from the payment processor.
- If the cancellation is due to change of mind, the same fee applies.
- Refunds may take up to 10 business days to appear in your account.
1.2 Post-shipping Cancellations
If your order has already been shipped, it can no longer be canceled. However, once the item is delivered to you, you may initiate a return request in accordance with our return policy.
Please note:
- You cannot cancel an order that has already shipped.
- Instead, you must wait until the product is delivered, and then follow the return process.
- All shipping costs, including both the original shipping fee and the return shipping fee, are non-refundable and will be deducted from your refund.
1.3. Rooftop Tents
- Due to their size and shipping logistics, rooftop tents cannot be returned or refunded once the shipping started or picked up.
- However, if you wish to cancel your order before we ship out, we are able to cancel and refund the amount with a deduction of 3.5% of transaction fee.
1.4. Address Changes
- If you request an address change after receiving a shipping confirmation, any additional re-consignment or holding fees will be your responsibility.
2. Return
2.1 Change of Mind / Mistaken Order Return - General
Once your return request has been approved, and after the return shipment has arrived back at our warehouse, we will replace or refund your order, excluding shipping costs and transaction fee, within 30 days of receipt.
- Please be aware that original delivery shipping fees are non-refundable and all shipping costs, including return shipping to our warehouse, are the customer’s responsibility.
- All returned items must be in brand-new, unused, and resalable condition, and must be returned in their original manufacturer’s labeled packaging.
- A 3.5% transaction fee will be deducted.
- In some cases, your return may be subject to a restocking fee, particularly for large and heavy items.
Note: Bigtent Direct products has a separate return policy. Check Here
2.2 Situations Where Only Partial Refunds Are Granted
Partial refunds may apply in the following cases based on the product condition:
- Original condition / Resalable: Eligible for a full refund of the product price.
- Opened box / Unused: Eligible for a 90% refund of the product price.
- Damaged packaging / Unused: Eligible for an 80% refund.
- Missing product protections / Unused: Eligible for a 50% refund.
- Product damaged / Used: Refunds are not available.
Please note that shipping fees and a 3.5% transaction fee are non-refundable and will be deducted from the refund amount.
Only regular-priced items may be refunded.
Unfortunately, sale items cannot be refunded.
2.3 Return Procedure
To return a product, please follow these steps:
- Contact us via Chat to request a return.
- We will generate and send you a return label.
- Make sure you have the correct return address and receive your return authorization.
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Return Address
Bigtent Outdoor Equipment Ltd.
904 Sherwood Ave, Coquitlam, BC, Canada V3K 1A6.
``` - Securely repackage the product in its original packaging, ensuring it is in new, resalable condition, and attach the provided return label.
- Ship the package using the provided carrier and retain the tracking information. We are not responsible for items lost in shipping.
- Once our warehouses confirm that they have received it back in resalable condition, we will process the refund.
3. Refunds
Once we receive and inspect your return, we will notify you if your refund request is rejected. If approved, your refund will be processed, and the credit will be applied automatically to your credit card or original payment method within 10 business days.