Refund policy
We have a 30-day return policy, which means you have 30 days after placing your order request a return.
SMRT Tent accepts returns of unused, regularly priced (not sale) products. This means returns will only be accepted in brand-new condition in their unopened original packaging. The item must be returned to us within 30 days of purchase (not delivery) date. Damaged items are not accepted, please refer to our Tent Receiving instructions at https://smrttent.ca/pages/new-customer-shipping-and-receiving-instructions to learn what to do in case of receiving an item that has been damaged in shipping.
It is the customer's responsibility to arrange the return shipment and the costs associated with returning the item(s). Any damage that may occur during return shipping is the customer's responsibility to address with the freight company. We cannot process refunds on damaged items; damaged items may be returned to the customer. When shipping a tent or accessory, using a trackable shipping/freight service with shipping insurance is highly recommended.
Once the return item is received, it will be inspected and if found to be unused, in its original packaging, and in brand-new condition, a refund will be issued. If these conditions are not met, S.M.R.T. Tent reserves the right to reduce the refund accordingly or return the product.
If a credit card was used for payment, a 3% credit card fee will be deducted from the refund to cover our fees incurred in the original transaction, and shipping charges in connection with the original delivery of the product are non-refundable.
To start a return, you can contact us at admin@smrttent.com and a team member will assist you with an exchange or refund within the aforementioned parameters. Refunds will only be issued after the warehouse team receives and inspects the product to determine eligibility. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please read through our Tent Receiving Instructions at https://smrttent.ca/pages/new-customer-shipping-and-receiving-instructions for more details on how to receive tents and large items.
It is crucial that you thoroughly inspect the tent or any large items shipped via Freight for any damages as soon as it is delivered, before you sign for it and the shipper leaves. Once the package arrives, you have 15 minutes to fully inspect the tent with the driver present – check all sides of the box and the condition of the pallet to check for shipping damage. You must note any damage to the tent within the 15 minutes and write “Damaged - Do Not Accept” on the shipping form. If there appears to be any shipping damage, you MUST REFUSE THE SHIPMENT.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as consumables), custom products (such as special orders or personalized items), or damaged goods. 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.