Refund policy
Return & Refund Policy | The Big Green Bear Quality Guarantee
At Big Green Bear, we stand behind the quality of our outdoor gear. We want you to feel as confident in your purchase as you do on the trail. Because we build our gear to last, we offer a straightforward, customer-first return process focused entirely on ensuring you receive exactly what you ordered in perfect condition.
Our Quality & Accuracy Guarantee
We do not offer returns or exchanges for change-of-mind, personal preferences, or sizing preferences. However, if your item arrives defective, damaged, or not as described on our website, we will absolutely make it right with a full refund or a replacement.
You have 30 days from the delivery date to notify us of any issues with your order.
How to Start a Return
To ensure a smooth process if your gear is faulty or incorrect, please follow these steps:
- Check Your Timeline: Ensure you contact us within 30 days of receiving your order.
- Item Condition: Items must be in their original condition, unwashed, and with all original tags attached.
- Contact Us: Visit our Big Green Bear Contact Page or email our support team at support@biggreenbear.com with your order number. Please include a brief description and photos of the defect or the listing discrepancy so we can verify the issue quickly.
Refund Process
Once your return is received and inspected at our warehouse:
- We will notify you via email regarding the approval or rejection of your claim.
- Approved refunds will be processed immediately to your original method of payment.
- Please allow 5–7 business days for the credit to appear on your statement, depending on your bank or credit card provider.
Shipping Costs
- Upfront Shipping: The customer is responsible for paying all return shipping costs upfront.
- Shipping Reimbursement: Big Green Bear will refund your return shipping fees only if our warehouse team inspects the item and verifies that it is defective, damaged, or not described correctly.
- Proof of Cost: Please keep your shipping receipt and share it with our support team to ensure your shipping refund is processed accurately.