Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Note: All special orders and sale items are final sale and cannot be returned. We do not accept returns on our fire pits, wood holders, grills and pokers.

Damages and issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged or if you receive the wrong item, so that we can make it right. We would ask you to return it and we would pay for return shipping. If it is returned within 30 days of purchase with full packaging, you would qualify to receive a refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be refunded on your original payment method system or by e-transfer within 10-15 business days. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@bigwideoutside.com.

Exchanges and store credits

However, if you’ve changed your mind about a product after you purchased it you may qualify for an exchange or store credit only to the value of the products being returned (excluding taxes and freight charges that may have been incurred at original purchase). All shipping charges needed to return a product to Big Wide Outside in Toronto needs to be prepaid and insured by the buyer. Alternatively, the buyer can return the items in person in Toronto.

Extra charges for shipping of any new product (that are exchanged or bought with store credit) will apply.

How to start a return:

To start a return, you can contact us at hello@bigwideoutside.com. DO NOT return your item UNTIL you have been told by us via email that its ok to do so.  Items sent back to us without first requesting a return will not be accepted.

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

Please note that returns will need to be sent to the following address:

Big Wide Outside, 2869 Bloor Street West, Suite 257, Etobicoke, M8X 1B3. 

We then inspect the products and packaging to ensure they are not damaged in any way and are in their full original product packaging.  If they are not working or if the original product packaging is not intact - we may decide NOT to allow an exchange or store credit.

Exceptions / non-returnable items
Certain types of items cannot be returned (see note at top of page), like anything that has been worn, used or damaged by you. Please get in touch if you have questions or concerns about your specific item.