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RBM Outdoors Warranty & Return Policy
Warranty Policy
We stand by the quality of our products and want you to have the best possible experience with every purchase.
Limited Warranty
- Coverage: All products purchased from bighorngolfer.com, and products purchased from our official brand stores on Amazon and Walmart — the warranty terms are the same in either case
- Duration: 1 year from the date of delivery
- What’s covered: Manufacturing defects and material failures under normal use conditions
- What’s not covered: Normal wear and tear, accidental damage, or damage caused by misuse or improper care — including mould, mildew or corrosion caused by storing the product while damp (see Care, Use and Storage below)
- Resolution: We will offer a repair, replacement, or refund at our discretion
Frame Warranty
- Coverage: Frame of all 4-season double layer tents — UP series, Hexagon, and Cuboid
- Duration: 10 years from the date of delivery
- What’s covered: Structural defects and failures under normal use conditions
- What’s not covered: Damage caused by misuse, improper assembly, or accidental impact
- Resolution: We will repair or replace the frame at no charge for the part — see Replacement Parts and Shipping below
Replacement Parts and Shipping
Within the warranty period, we supply the replacement part and cover its shipping at no charge to you. Where a part is shipped to Canada from outside Canada, import duties and taxes are billed by the carrier directly to the recipient and remain the customer’s responsibility; we tell you the expected cost before we ship. Parts ordered after the warranty period has ended are supplied at the customer’s expense, including shipping. We may ask you to return the defective part; if the model is no longer in production, we will supply an equivalent replacement.
Care, Use and Storage
To protect the tent floor from punctures we recommend using a ground sheet under the tent — ground sheets are available in our store. Make sure the ground sheet does not extend beyond the tent footprint: if it sticks out, rainwater runs onto it and collects underneath the tent. Punctures and abrasion of the floor are not covered by this warranty.
Always dry the tent thoroughly before packing it away for storage. A tent stored while damp will develop mould and mildew, which permanently damages the fabric and its coatings. Mould, mildew and corrosion caused by storing a damp or wet product are not covered by this warranty.
For long-term storage we recommend a vacuum storage bag — it is airtight and keeps the packed tent protected from moisture and dust. Vacuum bags are available in our store. Make sure the tent is completely dry before you seal it in one: an airtight bag will not stop mould, it will make damp fabric worse.
How to Submit a Warranty Claim
Contact us at returns@bighorngolfer.com with the following:
- Your order number — or your Amazon / Walmart order number, if you bought there
- Description of the issue
- Photos or video clearly showing the defect
Our support team will review your claim and respond within 2 business days.
Your Rights Under These Warranties
Both warranties described above — the 1-year Limited Warranty and the 10-year Frame Warranty — are extended to the original purchaser only and are not transferable. Any implied warranties are limited in duration to the term of the applicable written warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. We are not liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
Refund policy
We want you to be fully satisfied with your purchase. If you need to return an item, we're here to help.
Order Cancellation & Changes
- Before your order ships: you can cancel your order in full and at no cost. Email returns@bighorngolfer.com with your order number. Cancellation is free as long as the order has not yet been handed to the carrier.
- Pre-ordered and backordered items: payment for a pre-order is taken when you place the order. You can cancel a pre-ordered item at any time before it is handed to the carrier and receive a full refund. If we cannot ship within 30 days of your order and you have not agreed to a later date, we cancel and refund automatically
- Changes before shipping: address changes, item swaps and quantity changes can usually be made before the order is handed to the carrier — email us and we will confirm whether the change is still possible.
- After your order ships: an item that has already been handed to the carrier can no longer be cancelled. Because an order can ship in several packages from different warehouses (see our Shipping Policy), any item that has not yet been handed to the carrier can still be cancelled — email us with your order number and tell us which items. You can refuse the delivery or return a shipped item under the Return Policy below; return shipping is handled as described in “Return Shipping Costs”.
- Refused deliveries: if you refuse a delivery because the packaging or freight is visibly damaged, or because the item is not the one you ordered, we treat it as a damaged or incorrect order — nothing is deducted from your refund. Photograph the shipment, note the damage on the carrier’s delivery paperwork and email us. If you refuse a delivery for any other reason, it is treated as a return by choice: the return transport charged to us is deducted from your refund, and we tell you the amount before we issue it.
- Cancellation by us: we may also cancel an order ourselves — for example if it is flagged by fraud screening and we cannot verify it, or if we cannot fulfil it. Such orders are refunded in full and we let you know.
- Refund timing: cancellation refunds are issued to the payment method you used, once the cancellation is confirmed. If you paid by card, your bank or card issuer may need an additional 3–10 business days to post the refund. If you paid with Shop Pay Installments, the refund is sent to Affirm and applied to your loan, and Affirm adjusts or cancels your remaining payments. If you paid in USDC, we refund in USDC to the wallet used for the purchase.
Conditions for Returns
- Eligible Items: Unused products returned complete and in their original packaging. “Unused” means the product has not been assembled, set up, or used outdoors. Opening the box to inspect the product does not by itself make it ineligible; a product that has been assembled, set up or used outdoors cannot be returned.
- Return Period: Within 30 days from the date you received your order. If your order arrives in more than one package, the 30 days run from the day the last package is delivered.
- Return Shipping Costs: For returns by choice, the customer is responsible for return shipping. In most cases we issue the return shipping label for you — our products are oversized freight and require carrier-specific handling — and the cost of that label is deducted from your refund. We quote you that amount before the return is authorized; if the carrier’s final charge differs — oversized freight is re-weighed and re-measured by the carrier — the amount deducted is the carrier’s final charge, and we send you the carrier’s invoice for it. If the return is due to our error or a product defect, we cover return shipping in full.
- How to Request a Return: Email us at info@hot-tent.com with your order number and a photo of the item in its original packaging, which we need in order to authorize the return.
This policy covers orders placed on this website. If you ordered on Amazon or Walmart, refunds for marketplace orders are issued by that marketplace under its own policy and timelines — please start the return from your order in that marketplace’s account. Warranty claims are handled by us in either case — see our Warranty Policy. If you are not sure where to begin, email returns@bighorngolfer.com with your marketplace order number and we will point you to the right place.
Inspection and Refunds
- Inspection Process: Once we receive your returned item, we will inspect its condition within 7 business days
- Refunds: Once inspection confirms the product is in its original condition, we issue the refund to the payment method you used. If you paid by card, your bank or card issuer may need an additional 3–10 business days to post it. If you paid with Shop Pay Installments, the refund is sent to Affirm and applied to your loan. If you paid in USDC, we refund in USDC to the wallet used for the purchase.
Handling Damaged, Incomplete or Incorrect Orders
- Reporting Issues: If your order arrives damaged, incomplete, or incorrect, take photos or a video and contact us at returns@bighorngolfer.com within 30 days of the delivery of the last package in your order
- Resolution Options: After reviewing your photos or video, we will offer a repair, a replacement or replacement parts, a partial refund, or a full refund, at our discretion and based on the specific case. Where a return is required, we cover the return shipping.
Manufacturing defects that appear after this 30-day window are covered separately — see our Warranty Policy.
Additional Instructions
- Retain Packaging: Keep the original box for 30 days after receiving your order. For returns by choice, the item must be returned in its original packaging for the return to be accepted. This condition does not apply to orders that arrive damaged, incomplete or incorrect, or to warranty claims — if the packaging was destroyed in transit or already discarded, tell us and we will arrange the return anyway.
- Opened Items: Opening the box to inspect the product does not affect your right to return it. Items that have been assembled, set up, or used outdoors cannot be returned.
Contact us at: returns@bighorngolfer.com
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