RETURNS & REFUND POLICY

Custom-Made / Made-to-Order Products (Primary Rule)

Our stretch tents are manufactured to order and produced specifically according to the customer’s specifications.

In accordance with EU consumer law (Directive 2011/83/EU, Article 16), custom-made or clearly personalized products are excluded from the right of withdrawal.

Returns 

• Returns are only accepted in the case of a manufacturing defect or incorrect delivery

• Returns for reasons such as change of mind, incorrect measurements provided by the customer, or aesthetic preference are not accepted

• Minor variations in color, texture, or material inherent to the manufacturing process are not considered defects

Defective Products

If a manufacturing defect is confirmed, we will, at our discretion:

• Repair the product, or 

• Replace the product, or

• Issue a refund where repair or replacement is not reasonably possible

Order Cancellation – Custom-Made Products

Once production has started, custom-made orders cannot be cancelled without cost.

• If cancellation is requested after production has started, we reserve the right to charge up to 50% of the order value to cover materials, labor, and production costs

• If production is completed, cancellation is no longer possible

Standard Products (Stock Items Only)

For standard, non-customized products purchased from available stock, customers have the right to withdraw from the purchase within 14 days of delivery, in accordance with EU consumer law.

Conditions:

• Items must be unused, uninstalled, and returned in original condition

• Return shipping costs are the responsibility of the customer

• Refunds are issued only after inspection and approval of the returned items

Return Authorization Required

All returns must be approved in advance.

Unapproved returns will not be accepted or processed.

How to Report a Defect or Request a Return

Any defects or delivery issues must be reported within 14 days of delivery.

Please contact us at:
info@bt-stretchtents.com
Include your order number and a clear description of the issue.

Important Clarifications

• Installation, handling, or usage errors are not considered manufacturing defects

• Damage caused by external factors (weather misuse, incorrect tensioning, improper storage) is excluded from warranty and return eligibility

• We do not offer refunds for delays caused by force majeure or logistics partners