Definitions

To ensure clarity throughout this policy, the following terms are defined as follows:

Bigtent: Refers to Bigtent Outdoor Equipment Ltd., a Canadian retailer operating both a physical showroom and an online store, specializing in curated outdoor gear and equipment.

Bigtent Direct™: A cross-border shopping service provided by Bigtent Outdoor Equipment Ltd., offering select international brands delivered via air freight directly from overseas manufacturers to the customer’s door, with support from Bigtent’s local customer service team.

Bigtent Direct™ Product: A product available on the Bigtent website that is fulfilled through the Bigtent Direct™ service. These items are shipped directly from overseas manufacturers, not from local inventory, and are subject to specific shipping and return policies outlined herein.

Note

⚠️ Bigtent Direct™ products falls under a separate policy

Orders through Bigtent Direct™ may involve different carriers, timelines, and delivery terms.

1. Support Chat for a Cancellation, Return, or Exchange

All post-order requests must be initiated through our 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

2. Cancellations Policy

Order Status	Cancellation Available?	Customer Responsibility
Before fulfillment begins	✔ Yes	- 3.5% payment processing fee

Restocking/handling fee (if applicable) | | After fulfillment begins or item shipped | ✖ No | Wait until delivery is complete and proceed with the return process (see Section 3) |

2.1 Pre-shipping Cancellations

Cancellations are only possible before fulfillment begins. If approved, the following non-refundable fees apply:

Payment processing fee: 3.5% of total purchase amount to ****cover the payment processing and administrative costs.
Restocking & handling fee (if applicable)

Refunds will be issued to your original payment method and may take up to ten (10) business days, depending on your financial institution.

Alternatively, you may request store credit to avoid the 3.5% processing fee.

2.2 Post-shipping Cancellations

Once fulfillment has begun or the item has shipped, cancellations are no longer possible. Customers must wait for the delivery to complete and then initiate a return.

In such cases, the following are non-refundable:

Transaction fee: 3.5% of total purchase amount
Original international air freight (non-refundable)
Return shipping cost to Bigtent showroom in Canada
Applicable restocking fees

2.3. Rooftop Tents

Before we ship out, we are able to cancel and refund the amount with a deduction of 3.5% of transaction fee.
Due to their size and shipping logistics, rooftop tents cannot be returned or refunded once the shipping started or picked up.

2.4. Address Changes

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

3. Return and Refund Policy

3.1 Fees & Deductions

Returns that are not the result of an error on the part of Bigtent—including cases of change of mind, incorrect item selection, or other customer-initiated reasons—the customer is responsible for the following:

Transaction fee: 3.5% of total purchase amount
Original shipping cost (non-refundable)
SavedBy Shipping Protection cost
Return shipping cost (to Bigtent showroom in Canada)
Brokerage fees (if international return from outside of Canada)
Applicable restocking fees

*** If returning from outside of Canada**, any incurred brokerage charges during the return shipping process are non-refundable. In such cases, additional processing time of up to 15 business days may be required after arrival due to coordination with shipping carriers.

*Note: Unfortunately, sale items cannot be refunded.

3.2 Return Eligibility Criteria

To qualify for a return, all of the following conditions must be met:

Return window: Return request must be started within 15 days of delivery.
Pre-approval required: Customers must contact our **Support Chat** before sending any items back. Unapproved returns may not be accepted.
Product condition: Items must be unused, in their original packaging, and in resalable condition.
Sale items cannot be refunded.

Returns that do not meet these criteria may be subject to a partial refund or denied entirely.

Product Condition	Refundable Amount	Notes
Brand new / unopened / in perfect condition	100%	*Minus any applicable fees
Packaging opened or damaged, item unused	80%	*Minus any applicable fees
Missing internal packaging or protection	50%	*Minus any applicable fees
Used or damaged product	Not eligible	No refund possible

*Minus any applicable fees: All refunds exclude original shipping, return shipping, restocking fees and 3.5% transaction fees.

3.3 Return Procedure

To initiate a return:

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.
Wait for Approval
Once your request is reviewed and approved, you will receive a return shipping label and detailed return instructions.
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.
Attach the Return Label
Securely attach the provided return shipping label to the outside of the package.
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.
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. (See section 3.1 & 3.2)

3.4 Non-refundable Items

The following items are not eligible for return or refund:

Items marked as final sale or discounted
Customized or hygiene-related products
Return window expired
Products that show visible signs of use, wear, or damage
Unauthorized returns without approval
The return request was submitted after the eligible return window (within 15 days of delivery).

4. Exchange Policy

Request Timing	Exchange Option
Before Shipment (Pre-fulfillment)	Exchange possible upon approval. Applicable fees (e.g. restocking, partial transaction fee) may apply.
After Shipment (Post-fulfillment)	Exchange not available. Please complete return process for refund after receiving, then place a new order.

4.1 Exchanges Before Shipping or Store Pickup

Exchanges can be requested before your order has been shipped or picked up from the store.

If the requested exchange results in a partial refund (e.g., switching to a lower-priced item), a 3.5% transaction fee will be deducted from the refunded amount.

4.2 Exchanges After Shipping or Store Pickup

Bigtent does not offer direct product exchanges after dispatching or picking up.

If you wish to exchange for a different product, please follow the steps below:

Complete the return process for the original item following to our Return/Refund Policy
Place a new order separately

Please note:

Return shipping costs are the responsibility of the customer.
All returned items will be inspected upon receipt. Refunds may be issued in full or partially based on item condition. (See section 3.1 & 3.2)
A 3.5% transaction fee may be deducted from the refund amount .
Customers are advised to review our full Return/Refund Policy before proceeding.

5. Damaged or Defective Items

If your item arrives damaged or shows signs of a manufacturing defect, please contact us via 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 review the following distinctions:

Product defects or functional issues not caused during transit are handled through the manufacturer’s warranty process. Our team will help initiate this if applicable.
Transit-related damage (e.g. crushed packaging, broken parts) is only covered if you opted in for SavedBy Package Protection at checkout. If SavedBy Package Protection was deselected by the customer, Bigtent Outdoor Equipment Ltd. is not liable for any shipping-related issues, including damage, loss, or theft during delivery. We strongly recommend reviewing our Shipping Protection section for full details prior to completing your order.

6. Questions

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

General Cancellation, Return & Exchange Policy