All Big Agnes products include a Limited Warranty against manufacturing or material defect. Items will be repaired or replaced at the discretion of Big Agnes. If replacement product is not available credit will be given for the original purchase price when returned with a receipt.
We do not warranty products damaged from normal wear and tear, alteration made by owner, misuse, accidents or damages caused by uses other than intended. Items purchased at REI Garage Sales are not covered under warranty, but we will do our best to repair them for a fee.
We shall not be liable for any consequential or incidental damages of any kind. This includes, but is not limited to, damage or loss of other property because of defects in our products. Some states do not allow the exclusion of consequential damages, so the above exclusion may not apply to you.
What is Normal Wear and Tear?
Well-loved gear will develop battle scars. Gear tears, zippers retire, poles snap. When this happens, we will do everything in our power to refurbish and repair your gear to get you back out there. We do so as inexpensively as possible to encourage keeping gear alive rather than in a landfill.
Typical Repair Costs
Poles: Polesets returned to Big Agnes can be fixed for $20-$40. For certain tents we can ship individual pole segments out for $5/segment + shipping.
Tears: $15/tear for small rips in material, larger tears will have higher repair costs depending on the extent of the damage.
Hardware (clips, buckles, etc): $5
Who Pays for Shipping?
Shipping and handling fees will be in care of the customer for all assessment matters. If your product is covered under warranty, shipping within the US will be on us for the return of your gear.
International customers: Big Agnes is happy to help getting your repaired gear back to you affordably by crediting $10 towards the return international shipping charges from the US (warranty, replacements and repairs).
We recommend that you ship your gear via US Priority Mail, FedEx, or UPS and keep your tracking number for future reference. Big Agnes will take responsibility for all cartons that are signed for and received at our Returns Facility. Please contact your shipping service for packages that do not make it to Big Agnes. Our Receiving Department will email you when the shipment arrives