Returns:

Within 30 days of receiving your order from Big Air Wake Towers Inc., you may return any non-custom product. We cannot accept returns on customized products. All parts must be in their original condition and packaging, and cannot be assembled, installed, or damaged. Items that do not meet these criteria will be returned to you and you will be charged for return shipping of the item(s) back to you. Any orders refused and returned at time of delivery without an approved RS number will be charged a 20% restocking fee on the entire order. Shipping charges from the order will not be refunded as well, this includes the shipping back to us for the refused shipment.

All returns will incur a 15% restocking fee. Original freight charges are non-refundable.
*All parts that have been assembled or installed are not returnable

If the incorrect part is sent to you due to our error, we will issue a CALL TAG with our freight company, and send out the correct part.  We are not responsible for any installation errors or labor that occurs as the result of the installation of any wrong or defective parts.

NOTE: All parts approved for return must be received back to us, with all correct information and RS number issued by us, within 30 days of order receipt date or the return will be cancelled and no credit will be issued. 

To begin the return, email info@bigairwaketowers.com. Please include your invoice number, your contact information (if different from initial invoice), details of what item(s), and reason for return.

Once your RMA number is provided, you may proceed with shipping the item(s) back two ways;

  1. You, the customer, may ship the item back via your preferred shipping method at your cost.
  2. Or Big Air Wake Towers can provide you with the shipping label, and the shipping costs will then be deducted from your return.

Damaged and/or Missing Items:

While we do our absolute best to ensure that your items arrive to you in the same condition they left our warehouse, the carrier is responsible for all items during shipping. In the instance that you receive a damaged part(s) you must call Big Air Wake Towers Inc. customer service toll free at 855-252-5314 and state such, as well as file a claim with the UPS 800-PICK-UPS. This must be done within 24 hours of receiving/not receiving your shipment. Once the damaged part has been returned to us for UPS/our inspection we will either credit you or ship to you a replacement part at your choice. Do not install your tower until approval from a Big Air representative.

Refunds:

Refunds for returns normally take 30 days to process and credit from the date we receive your return at the warehouse. The manufacturer will then approve your return. Once the return has been approved and processed, the refund will be credited to the account you used in the original purchase. You will receive a "credit approved" e-mail the day you are credited. Please be aware that your bank may take 4-7 business days to post the credit to your account or credit card. If after 30 days, you have still not received a credit please e-mail the returns department.

Big Air Pylons Inc. is not responsible for lost, stolen or damaged packages. All claims for such must be processed through UPS.