Refund policy

Return Policy

At Ridge Nest, we want you to feel complete confidence in the aerodynamic strength, weatherproofing, and sleep comfort of our rooftop tents. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because rooftop tents are heavy mechanical vehicle fixtures that involve structural mounting brackets, external environmental exposure, and personal intimate bedding, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Merchandise Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The rooftop tent, awning, or camp bedding must be completely unmounted from vehicle roof racks, unused outdoors, and in its original, brand-new condition.
  • Roof Mount & Outdoor Camping Notice: Tents may be uncrated on ground level in dry, clean indoor conditions for visual inspection. We strictly cannot accept rooftop tents that have been mounted onto vehicle roof bars (torquing steel crossbar clamps leaves indentations and scratches on aluminum lower tracks), tents that have been deployed outdoors, or mattresses that have been slept on (outdoor exposure introduces road dust, bugs, campfire smoke odors, and bedding hygiene compromises).
  • Aluminum outer shells must show zero scratches, stone chips, branch scrapes, or clamp marks.
  • Ripstop canvas must be 100% dry, with zero dirt streaks, water marks, or mold.
  • All original packaging—including internal foam blocks, labeled hardware bolts, crossbar mounting channels, telescopic ladders, shoe bags, and user manuals—must remain 100% complete and undamaged inside the original freight crate.
  • Commercial fleet purchases, custom-fitted mounting runs, or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all freight shipping costs associated with returning their items. Return freight costs are non-refundable. Because rooftop tents are classified as heavy palletized freight (requiring tail-lift transport), we recommend booking a certified trackable road freight carrier and purchasing transit insurance, as Ridge Nest cannot issue refunds for items damaged or lost during return transit without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@ridgenest.sbs within 30 days of delivery. Please include your order number, tent model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized freight crating instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a tent shell color, ladder height variant, or delivery address), contact us immediately at support@ridgenest.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our heavy freight fulfillment queue and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned freight crate arrives at our designated logistics facility, our overland technical inspectors will unpack and examine the tent (verifying pristine aluminum lower channels with no clamp gouges, unsoiled canvas, uncompressed clean mattress foams, complete hardware sets, and intact crating). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@ridgenest.sbs for further assistance.