Returns & warranty
Who pays the return freight, in writing
On a 70 kg crated item that is the only part of a returns policy that matters, and almost nobody states it. So here it is, before you buy.
The short version
| Situation | Who pays return freight | What you get |
|---|---|---|
| Arrived damaged | We do | Replacement, or a full refund |
| Faulty or not as described | We do | Repair, replacement or a full refund |
| We sent the wrong item | We do | The right one, or a full refund |
| It does not fit your vehicle | We do, if our published figure was wrong | Full refund |
| You changed your mind | You do | Refund less the return freight |
Change-of-mind returns: 30 days, and we quote the cost first
You have 30 days from delivery to change your mind on an unused item in its original packaging.
Return freight on a crated tent is not a small number — expect it to be comparable to what the outbound delivery cost, which is why we quote it to you before you commit to the return rather than deducting a surprise from your refund. Message us on WhatsApp, we price the return, and you decide. Parcel items are far cheaper to send back and usually straightforward.
We do not charge a restocking fee on top. The freight is the cost; adding a percentage to it would just be a penalty.
If we got the fitment wrong, that is on us
We publish a dynamic roof load per vehicle and we record where each figure comes from. If you bought a tent because our fitment page said your vehicle could carry it, and the manufacturer’s figure turns out to be lower than what we published, we pay the return freight and refund you in full.
That commitment is why the page says “not published yet” instead of printing a number we cannot cite. We would rather give you no figure than one we have to stand behind and cannot.
It does not cover the case where your vehicle’s own limit was always lower than the tent and the page told you so. Check the number before you order — that is what it is there for.
Warranty
One year on parts and workmanship from the delivery date, on everything we sell. If a seam fails, a gas strut gives out, a zip breaks or a rack cracks in normal use within that year, we repair or replace it and we pay the freight both ways.
Where the manufacturer offers longer than a year, you get the longer term — we will tell you which when you ask about a specific product. We are not going to print a bigger number here than we can currently stand behind; when our supplier terms are confirmed and they support more, this page will say more.
Not covered: accident damage, driving with the tent open, loading beyond the published limits, UV fade over years of outdoor storage, and normal wear on zips and fabric.
How to start a return or a claim
- Message us on WhatsApp at +1 672-203-4941 with your order number and, for damage or a fault, a few photographs.
- We tell you within one business day whether it is covered, and what the return freight is if you are paying it.
- We book the collection or send you a label. Do not ship anything back before we have authorised it — an unannounced 70 kg crate is a problem for both of us.
- Refunds go back by Interac e-Transfer to the address you paid from, within five business days of the item arriving back with us.
Your rights on top of this
Nothing on this page reduces the rights you have under Canadian consumer protection law, including provincial legislation on goods that are not of merchantable quality or not fit for their described purpose. Where the law gives you more than this policy does, the law applies.