Refund and Returns Policy

Returns

Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.

Items that are not eligible for return include the following:

• Used items, including but not limited to, items that have been installed or assembled
• Clearance or Special items
• Custom-made, special-order and made-to-order products
• Items marked non-returnable in the item description
• Items requested outside of the 30-day return period

Please be aware of the following information regarding how this process will proceed:

• All shipping costs—both what we paid to send the item to you and what it takes to ship it back—will be subtracted from your refund.
• You’ll get an email confirmation once we receive your return request, packed with extra details about the next steps.
• Once approved, we’ll email you a detailed Return Authorization, return shipping labels, and clear instructions. Approved items need to be sent back within 30 days of approval.
• For returns shipped via freight truck, we’ll need you to send us a photo beforehand to verify the item’s condition. This helps us track any damage that might happen during transit.
• Your return must be securely packed in its original outer and inner packaging, complete with all parts, manuals, pieces, packing slips, and so on, to minimize damage.
• Once the vendor receives and checks your return, your refund will be processed. How long it takes depends on your original payment method.
• Items returned outside this process or after the 30-day window won’t qualify for a refund.

Damages

If you receive a damaged item, you must notify us within five calendar days of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open and inspect everything for damage.

Damage reported within 5 calendar days of delivery:

• Report damage to us (after inspecting box and inner items/contents) within 5 calendar days
• We will then offer parts, a discount to keep as is, or allow a return for refund/replacement
• Item can NOT be used in any way
• If you choose to keep the item for a discount, you have 5 calendar days to reply to accept or reject the discount offer from us (again, do not use your item during this time until final offer/resolution is agreed upon)
• Keep all of the packaging, the box, and all items/pieces in the event the item needs to be returned to us.

Damage reported after 5 calendar days:

• No refunds, store credits, or free parts will be offered or issued. This is non-negotiable. We will only be able to sell you replacement parts for a repair.
• This is outside of our time frame to file any claims with the carrier or manufacturer/shipping warehouse.
• Since no return will be approved during this time, you are free to use the item, if you wish.
• We may require pictures of the item to determine the parts potentially needed.

Defective

In the rare instance that you receive a defective product, all of the manufacturers we carry have easy processes to assist this process, so you should check your manual for more details.

If you are advised to contact us, our knowledgeable Support team will guide you through the manufacturer’s warranty process. Please be aware of the following information we need and how the process normally proceeds:

• The defective item must still be within the manufacturer’s warranty period
• You will need to supply any serial numbers, a description of the issue, and any pictures or videos depicting the issue
• We report this to the manufacturer to begin the claim, and the manufacturer/vendor will review and come to a conclusion with the claim. Time for acceptance or denial may vary.
• If approved, the warranty process begins, and service, parts, repair, or any combination of those as needed will be provided in accordance with the manufacturer’s warranty
• Some parts or items may need to be returned to the manufacturer for quality control. We will advise you of this
• BBQAppliances is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods

If you discover a defect outside of the warranty period, we cannot facilitate any claims, however, we can attempt to source you a part or replacement at the lowest MSRP.