Policies
At Big Country Marine, we aim to make every purchase and service experience smooth, transparent, and hassle-free. This page outlines our key policies — including refunds, returns, cancellations, and general store terms — so you know exactly what to expect. If you have any questions about a recent order or need help with a return, don’t hesitate to contact our team. We’re here to help.
Refund Policy
At Big Country Marine we want you to be fully satisfied with your purchase. If you’re not completely happy with your product, you may request a refund under the conditions outlined below.
Damages and Issues
Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Additionally, upon receipt of your items, please document any damage to the packaging so we can evaluate if potential damage to products was due to a mishandling of the shipment by the shipping provider.
Return Process
Subject to the terms of this policy, we offer returns within 30 days after the date of purchase. 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.
Boats & Accessories
If the boat has not been used and Big Country Marine agrees to the return, the customer will be responsible to ship the product back to the Big Country Marine warehouse. Once the boat is received and inspected at our warehouse a refund will be initiated. The refund will be for the amount of the purchase less a 20% restocking fee and payment processing fees. Damaged products and/or used products will be reviewed and considered for a refund prior to issuance, but a refund may be rejected entirely on the basis of the review. Please read our exchange policy for more options.
ePropulsion Motors & Accessories
Purchases of ePropulsion Motors and Accessories will not be refunded if they have been used in the water. Products must be in original packaging. If original packaging is not available, the customer will have to cover the cost of new return packaging. As the shipment of Li-ion products is generally considered hazardous material, the customer will have to work with Big Country Marine to fill out the required paperwork and schedule a pickup with our carrier. The cost of the return shipping and scheduled pickup will also come at the customer’s expense. Once the Motor and/or Accessories are returned and inspected for damage, a refund can be issued following the findings from the inspection. A refund will be issued for the amount of the purchase, less a 20% restocking fee and payment processing fees.
To initiate a return, you can contact us at Info@BigCountryMarine.com. Items sent back to Big Country Marine without first requesting a return will not be accepted.
You can always contact us for any return questions at Info@BigCountryMarine.com.
Order Cancellations
If an order cancellation is requested after 24 hours from the time of purchase, but before the product is shipped, a cancellation fee of 2.5% will be withheld from the total amount refunded. This is true for ALL credit card purchases.
Exceptions / Non-Returnable Items
Please get in touch if you have questions or concerns about your specific item. Big Country Marine will not accept returns on used, inflated or water-exposed products, products showing signs of wear, damage, or tampering, and sale items.
Exchange Policy
We offer exchanges to ensure you get the product that best suits your needs.
Big Country Marine will allow exchanges at their discretion within 30 days of purchase. Customers can submit exchange requests to Info@BigCountryMarine.com. Products must be unused and in re-sellable condition (unopened or in original packaging). Please include what product you have and which product you wish to receive in exchange for your product. We also request pictures, documentation, and other information to help us assess the state of your product. Exchanges will be judged on a case by case basis. After reviewing the condition of your boat or product, Big Country Marine may or may not decide to allow the exchange of the product. If approved, the customer will need to cover the return shipping cost back to Big Country Marine. After inspection of the product, we will ship your desired product. Exchange offers may include additional costs that will be agreed upon and invoiced prior to the return shipment of the product to Big Country Marine.
For both refunds and exchanges, please allow processing time once your return is received. We reserve the right to refuse any return or exchange that does not meet the above criteria.
Other Policies & Questions
For any questions about our policies or for further assistance, please contact us at Info@BigCountryMarine.com.