We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy can vary from state to state, and province to province, so please refer to your local laws regarding permitted consumer product returns.

To start a return, you can contact us at support@bigrockmountain.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@bigrockmountain.com.

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
Items that have been customized during or after the purchase process may not be returnable, including mesh screens. Products that are not returnable to typically notated on their respective product pages. Contact us at support@bigrockmountain.com if you have any questions about whether a product can be returned. 

Exchanges
It's often quickest to return an item and simply purchase the correct item instead, allowing for each process to run as easily as possible. However, we recognize that there are complex items that require more attention, and we are more than happy to walk you through those processes. Because our suppliers support a variety of return and exchange policies, we include those policies along with your receipt.

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, minus freight and restocking fees, as denoted by each product. Please remember it can take some time for your bank or credit card company to process and post the refund too.