Return, Exchange and Refund Policy

Last updated: October 30, 2024

At Exode Explore Inc. (“Exode Explore”, “we”, “us”), this policy applies to all products purchased on our website or in store, whether they are manufactured by us, held in inventory, or shipped by a third party.

It covers three different situations:

• cancelling or changing an order before shipment;
• a commercial return (change of mind, wrong size, unwanted product);
• a warranty claim (defective product, product not as described, or product that does not work properly).

Except where the law requires otherwise, Exode Explore applies the manufacturer’s or supplier’s policy. If the manufacturer does not allow a return, we do not allow a return. If the manufacturer offers a repair or a replacement but no refund, we do not offer a separate commercial refund.

1. Main rule: manufacturer policy

For any product designed, manufactured, or warranted by a third party, Exode Explore acts as distributor and merchant. Except where the law requires otherwise:

• commercial returns, exchanges, and refunds are those provided by the manufacturer or supplier at the time of purchase;
• if the manufacturer does not accept the return of a non-defective product, Exode Explore offers no return, exchange, or refund;
• a claim for a defect, malfunction, or technical non-conformity is treated as a warranty claim with the manufacturer;
• the manufacturer’s decision applies: repair, replacement of a part, replacement of the product, denial of coverage or, exceptionally, a refund if the manufacturer grants one;
• time limits, exclusions, covered parts, labour, shipping costs, warranty registration, serial number, photos, diagnosis, and return authorization (RMA) are those of the manufacturer;
• Exode Explore may require the customer to follow the manufacturer’s process and wait for a written decision before shipping anything.

This commercial rule does not exclude the legal warranties that apply in Quebec. See section 12.

2. General conditions

• No return, exchange, or warranty shipment is accepted without prior written authorization (return number / RMA) issued by Exode Explore.
• A parcel received without an RMA may be refused, returned to sender, or stored without processing, at the customer’s expense.
• Only products purchased from Exode Explore by the original buyer, with proof of purchase, are eligible.
• When a commercial return is exceptionally authorized, the request must be made within 14 days of receipt and the product must be new, not installed, unused, complete, with all original tags, accessories, manuals, and packaging intact.
• A product that has been deployed, installed, plugged in, filled with fuel, exposed to the elements, soiled, modified, or that is missing parts is not considered to be in its original condition.

3. Brands generally held in inventory

The following brands are generally sold from our Canadian inventory, subject to stock available at the time of the order: James Baroud, Go Overland Canada, Bluetti, and BigAnt.

The fact that a product is in inventory does not automatically create a right of return. The manufacturer’s policy still applies.

3.1 James Baroud

• After delivery or pickup, James Baroud generally does not accept a commercial return of a rooftop tent or accessory for change of mind. Exode Explore therefore offers no commercial return, exchange, or refund after receipt, except where the law requires otherwise.
• Any claim for a defect, a missing part from manufacturing, or a malfunction is a James Baroud warranty claim. The customer must provide the invoice, the serial number, and the requested photos or videos.
• If James Baroud grants a repair or a replacement, Exode Explore applies that decision and does not offer a separate refund.
• Warranty registration, when required or recommended by James Baroud, is the customer’s responsibility.

3.2 Go Overland Canada, Bluetti, and BigAnt

• Claims for a defective or non-working product are handled under the manufacturer’s warranty and process. Repair or replacement without a refund applies if that is what the manufacturer provides.
• A commercial return for change of mind is possible only if the manufacturer or supplier allows it, if the product is still new and resalable, and if Exode Explore issues an RMA within 14 days of receipt.
• Even when a commercial return is authorized, the return shipping costs, restocking fee, and non-refundable transaction fees set out in sections 7 and 8 apply.
• Batteries, power stations, panels, cables, and electrical accessories that have been installed, cycled, inflated, exposed to water, or that have a broken warranty seal are not eligible for a commercial return.

4. Products manufactured or assembled by Exode Explore

This section covers Exode Explore branded products, including the X2 mini-trailer and goods assembled, cut, configured, or customized by us.

4.1 Standard, non-customized products

• Commercial return: only if requested within 14 days of receipt, if the product is new, unused, not installed, and in its original packaging, and only after an RMA is issued.
• Defect or non-conformity with the description: open a claim under section 9. If the defect is confirmed and attributable to Exode Explore, we will repair, replace or, where the law requires it, refund.
• Reshipping costs for an exchange to another size, colour, or option are paid by the customer, unless the error is ours.

4.2 Trailers, deposits, orders in production, and customized goods

• Trailers, custom configurations, cuts, workshop installations, and orders already released into production are not standard stock products.
• After production, assembly, cutting, or the purchase of materials dedicated to the order has begun, the order cannot be cancelled free of charge. Deposits may be retained to cover materials, labour, administrative fees, and costs already incurred.
• There is no 14-day return right on a trailer, a customized item, or an item already installed, except for a confirmed defect or a legal obligation.
• Components integrated into a trailer (battery, heater, solar, and similar) remain covered under their respective manufacturer warranties.

5. Third-party products, special orders, and direct shipment

All products that are not manufactured by Exode Explore and that do not belong to the brands generally held in inventory, as well as any item specially ordered, out of stock, or shipped directly by a supplier, are covered by this section.

• No commercial return for change of mind, unless the manufacturer or supplier expressly authorizes it in writing.
• Exchanges are reviewed case by case and only if the manufacturer or supplier allows them.
• The customer may have to return the item directly to the supplier’s warehouse, in Canada or abroad. The return address is not necessarily Exode Explore’s address.
• Return or warranty instructions are provided only after review and, where applicable, after the manufacturer’s decision.

6. Products not eligible for a commercial return

Except for a confirmed defect or a legal obligation, the following goods cannot be returned or exchanged:

• customized, cut, painted, configured, or made-to-order items;
• trailers and deposits tied to production that has already started;
• James Baroud rooftop tents after delivery or pickup;
• products installed on a vehicle or deployed (tent, awning, rack, roof basket, mount);
• diesel or propane heaters that have been started, filled, or connected;
• batteries, power stations, and electrical products that have been installed, cycled, or that have a broken seal;
• opened hygiene or safety items;
• products marked “final sale”, clearance, demonstrator, or open-box;
• incomplete products, products damaged by the customer, or products returned in inadequate packaging.

7. Return and shipping costs

• Change of mind or customer-requested exchange: return shipping is paid by the customer. Original outbound shipping is not refunded.
• Exode Explore error (wrong item shipped): reasonable return shipping is paid by us, after an RMA.
• Covered defect: outbound and return shipping follow the manufacturer’s policy. If the manufacturer covers those costs, we pass that through. If the manufacturer does not cover them, they remain the customer’s responsibility, except where the law requires a different treatment.
• No collect / freight-due shipments are accepted.
• The customer must insure the return parcel for its replacement value. Until Exode Explore or the manufacturer receives and inspects the goods, the risk of loss or damage during the return remains with the sender.

8. Refunds and restocking fees

• No refund is processed before the product has been received, inspected, and accepted, or before the manufacturer’s written decision in the case of a warranty claim.
• When a commercial refund is due, it is issued to the original payment method within 14 business days after acceptance, subject to any timelines required by law.
• Commercial returns accepted for change of mind may be subject to a restocking fee of 30% of the product price, to cover inspection, handling, reconditioning, and restocking.
• Non-refundable payment-processor transaction fees may also be deducted where applicable.
• This restocking fee does not apply when the return results from an Exode Explore error, from a covered defect for which a refund is due, or from a cancellation right provided by law.
• A legally required refund is paid in money to the original payment method, and not merely as store credit, when the law so requires.

9. How to open a return or warranty file

Write to info@exodexplore.ca before shipping anything. Include:

• name, order number, and date of receipt;
• brand, model, and serial number if applicable;
• whether this is a change of mind, an exchange, or a warranty claim;
• photos or video of the product, packaging, shipping label, and the issue claimed;
• a description of the installation, use, and steps already attempted.

After review, and after consulting the manufacturer if needed, we will confirm in writing whether the file is authorized, denied, or subject to conditions. If a shipment is authorized:

• pack the product in its original packaging or in equivalent packaging suitable for heavy freight;
• write the RMA number on the parcel and inside it;
• ship only to the address stated in the authorization, which may be the manufacturer’s or supplier’s address.

An incomplete file may be placed on hold. Do not ship anything before written authorization.

10. Changing or cancelling an order

• Contact us as soon as possible, before shipment, carrier pickup, or transmission of the order to the supplier.
• Any cancellation made after payment has been accepted may be subject to the processing fees charged by the payment platform (including 3% + $0.30 CAD in the case of Shopify), when those fees are not refunded to us.
• If the order is already in production, already paid to the supplier, already being prepared by the manufacturer, or already handed to the carrier, cancellation follows the manufacturer’s or supplier’s policy. Additional shipping, redirection, or cancellation fees may apply.
• After shipment, changes and cancellations are no longer possible. Only the commercial-return or warranty sections of this policy apply.
• These processing fees do not apply when Exode Explore cancels because of a stock shortage, delay, or error on our part.

11. Transit damage, installation, and commercial warranty exclusions

• Visible damage on delivery: note reservations with the carrier and contact us within 48 hours with photos of the carton, label, and product.
• Concealed damage: report it within 72 hours of receipt, with the same photo file. After that period, the file may be treated as post-delivery damage unless proven otherwise.
• Exode Explore does not guarantee compatibility of a product with a vehicle, roof, load rating, wiring harness, propane or diesel system, or an installation performed by the customer or by a third party.
• The manufacturer’s commercial warranty and, where applicable, Exode Explore’s warranty may be denied in cases of improper installation, modification, abuse, lack of maintenance, water ingress caused by poor sealing, overloading, or use contrary to the manual.
• To the extent permitted by law, Exode Explore is not responsible for incidental costs: installation already paid to a third party, travel, towing, lodging, a cancelled trip, loss of use, or vehicle damage resulting from an installation not performed by us.

12. Legal warranties

This policy describes our commercial rules and manufacturer warranties. It does not exclude the rights the law grants to consumers.

In Quebec, the Consumer Protection Act and the Civil Code of Québec provide, among other things, that the goods must be fit for the purpose for which they are ordinarily intended, must last for a reasonable period of time given their price, and must be free of latent defects. These legal warranties apply automatically, free of charge, and cannot be waived by contract.

When a right provided by law applies, Exode Explore will meet its obligations as merchant. The manufacturer’s policy continues to be the default commercial framework for handling the file.

13. Chargebacks and files in progress

If a chargeback or payment dispute is opened while a return or warranty file is being processed, the file may be paused until the dispute is resolved. Exode Explore will provide the payment processor with the proof of purchase, this policy, the RMA, and inspection photos.

14. Contact

For a question, a pre-shipment cancellation, a commercial return, or a warranty claim:

Exode Explore Inc.
Email: info@exodexplore.ca
Phone: +1 438 842-5878

This policy may be updated from time to time. The version published on the website at the time of purchase applies to that order, subject to rights of public order.