1. Cancellations & Order Changes Within 12 Hours

Order Status	Cancellation Available?	Note
Within 12 hours of purchase	✔ Yes	Read below
After 12 hours of purchase	✖ No	Wait until delivery is complete and proceed with the return process (see Section 2)

You may to cancel or modify your order within 12 hours of purchase for a full refund.

After 12 hours, your order can no longer be cancelled or changed, and any request to return the item will need to be processed after delivery. Exchanges can be completed by returning the original item and placing a new order.

Choose your refund method:
A. Store Credit: Full refund without any deduction
B. Original Payment: Full refund amount less the non-refundable 3.5% payment transaction fee (may take up to 10 business days)

2. Returns After Receiving

Return Guidelines

1. Return requests must be submitted through our Support Chat within 15 days of delivery
2. Return labels must be used within 7 days of issuance. Expired labels may require reissuance at the customer’s expense, depending on carrier fees.
3. Sale items are final sale and cannot be refunded.
4. Orders shipping to destinations outside of Canada are subject to international return fees, which can be significantly higher. To avoid inconvenience, please review your order details before completing check out.
5. All returns must be shipped to our Coquitlam, BC warehouse using the prepaid return label provided through Support Chat.
6.  If returning from outside of Canada, additional processing time of up to 15 business days may be required after arrival in our warehouse due to coordination with shipping carriers.

Refund Amount

The refund amount will depend on:

1. Product condition upon inspection
   

   Product Condition	Refundable Amount
   Brand new / unopened / in perfect condition	100%
   Packaging opened or damaged, item unused	80%
   Missing internal packaging or protection	50%
   Used or damaged product	Not eligible

   
   
2. Applicable Non-refundable costs such as:
   

• • Payment transaction fee (3.5%)
  • Original shipping cost
  • Return shipping cost to Coquitlam, BC, Canada warehouse
  • Any cross-boarding related fees charged by the government or the carrier (if applicable)
  • SavedBy Shipping Protection cost
• Please allow time for our team to inspect the returned product and calculate the final eligible refund amount. Items damaged due to improper packaging during return transit may receive a reduced refund or become ineligible for refund.

Return Procedure

To initiate a return:

1. Submit a Return Request
   Contact us within the return period through our Support Chat.
   Include clear photos of the items and their packaging you wish to return. This helps us assess their condition and provide you with an accurate estimate of your potential refund.
   
2. Wait for Approval
   Once your request is reviewed and approved, you will receive a return shipping label and detailed return instructions.
   
3. Repack the Item
   Carefully repack the item in its original packaging. Make sure all original contents (manuals, accessories, tags, etc.) are included. The product must be in new and resalable condition.
4. Attach the Return Label
   Return labels must be used within 7 days of issuance. Expired labels may incur additional costs, which are the customer’s responsibility.
   
5. Ship the Package
   Drop off the return package at the designated carrier's location as instructed.
   Note: We are not responsible for lost or damaged items during return transit. Please keep your tracking information until the return is completed.
   
6. Inspection & Refund
   Once we receive and inspect your return, we will notify you whether your refund request is rejected or approved. If approved, refunds will be issued to your original payment method and may take up to ten(10) business days, depending on your financial institution.
   For international returns, additional processing time may be required due to customs clearance or carrier delays.

Exceptions / Non-Returnable Items

Certain products are not eligible for return due to their nature, condition, or fulfillment method.

Items fulfilled internationally, special-order products, or products with signs of use may also be subject to stricter limitations or reduced refundable value.

Defective or damaged items are handled separately and may qualify for repair, replacement, or refund.

• The following items cannot be returned or refunded:
• Items marked as final sale or discounted
• Customized or hygiene-related products
• Products returned after the 15-day return window
• Items showing signs of use, wear, or damage
• Unauthorized returns sent without approval

3. Exchange After Receiving

If you would like to switch to a different product after delivery, please complete the return process for your original item and place a new order. Exchanges are processed as returns followed by a new order to ensure accurate inventory control and fulfillment consistency across multiple shipping locations. (see Sections 1 & 2)

4. Damaged or Defective Items

If your item arrives damaged or appears to have a manufacturing defect, please contact us through our Support Chat within 7 days of delivery. Be sure to include your order number and clear photos of the issue so our team can assist you promptly.

Please note the following:

• Manufacturing defects or functional issues not caused during transit are handled through the manufacturer’s warranty. Our team can help initiate this process if applicable.
• Transit-related damage (e.g., crushed packaging, broken components) is covered only if you opted in for SavedBy Package Protection at checkout. If SavedBy was deselected, Bigtent Outdoor Equipment Ltd. is not liable for issues such as damage, loss, or theft during shipping.

We strongly encourage reviewing our Shipping Protection section before completing your order.

5. Address Changes

If you request an address change after receiving a shipping confirmation, any additional re-consignment or holding fees will be your responsibility.

6. Questions

If you have any questions, reach out via Support Chat.

Please have the following information ready:

• Your order number
• Supporting documentation (e.g., photos in the case of a refund or exchange)
• The reason for your request