Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at explore@vancouverislandrooftoptents.ca. If your return is accepted, we’ll send you instructions on how and where to send your package. Given the large size of some of our items, you will be responsible for shipping costs of the return. Items sent back to us without first requesting a return will not be accepted. Unfortunately, we cannot accept returns on any international orders, all sales that leave Canada are final.

You can always contact us for any return question at explore@vancouverislandrooftoptents.ca.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you haven’t received your refund yet complete the following steps:

• Re-check your bank account
• Contact your credit card company / bank, it may take some time before your refund is officially posted
• If you have done the above, and still have not received your refund, please contact us at explore@vancouverislandrooftoptents.ca

Price Protection Policy

If you have purchased a product, and the same product goes on sale within 7 days, we will refund the balance to match the sale price. If it goes on sale within 7-30 days, we will offer the balance as a store voucher. Our price protection policy does not apply to special holiday sales such as Black Friday.

Price Match Policy

We are a small business, and so we are limited in what we can price match. If you find a product cheaper from another Canadian retailer, please let us know. If we can match or beat the price, we will. Sometimes it is not possible for us though, but we will always try our best. We appreciate your understanding.

Shipping Returned Items

To return your product, please mail it to 6664 Rhodonite Drive, Sooke, B.C. V9Z 0L5. You will be responsible for paying your own shipping costs to return your item. These costs are non-refundable. If you are shipping a product over $75 in value we recommend using a trackable shipping service and/or purchasing shipping insurance. We are not liable for stolen / lost products that are intended for return.