Returns & Warranty

Ineligible Items for Return or Exchange: 

• Items that have been used, assembled, or installed 
• Clearance and Final sale items (with prices ending in $.97) 
• Open-box / warehouse-deal products / display model sales 
• Custom, special orders, or made-to-order merchandise 
• Any item marked non-returnable on its product page 
• Return requests submitted after the 30-day window 

Please take note of how the return process works: 

• Delivery fees are non-refundable. This includes the cost we incurred to ship you the item and the cost of the return shipping.
• Customers are responsible for all return shipping costs associated with their returned items or orders. Original shipping charges are non-refundable.
• Once we receive your return request, we will send you a confirmation email with next steps and required details.
• Once approved, we’ll send you an itemized Return Authorization (RA) number, and step-by-step instructions. Approved returns must be shipped back within 30 days of receiving that approval.
• For freight returns, a photo of the packaged item is required before we can authorize the return; a clear photo from your phone is all we need. This protects you in the event the item sustains damage on the way back.
• Items must be securely packed in all original outer and inner packaging, and include every original component: parts, hardware, manuals, packing slips, and accessories.
• Your refund will be issued after we receive and inspect the returned item. Processing time depends on your original payment method.
• Items returned outside of this process, or after the 30-day period, are not eligible for a refund.
• Items shipped back without a valid RA number will not be accepted and cannot be refunded.

Please be aware of the following regarding cancellations and order changes: 

• All cancellation requests must be submitted in writing by email to support@bbqing.com. This ensures your request is documented and can be actioned promptly.
• If you call us to cancel your order, a written confirmation must still be sent to support@bbqing.com to complete the request. A phone call alone is not sufficient to process a cancellation.
• Order modifications (such as address corrections, item swaps, or quantity changes) may be requested by email, provided the order has not yet been shipped.
• If your order has already shipped before your cancellation request is received, it cannot be stopped. In that case, the order will need to follow our standard return process once it arrives.

Damage Reported Within 48 hours of Delivery 

• Contact us promptly if any of the items/products in your order are damaged.
• Depending on the nature of the damage, we’ll offer replacement parts, a discount to keep the item as-is, or allow a return for refund/replacement.
• Do not use the item in any way until a resolution has been agreed upon.
• If we offer a discount and you wish to accept or decline, you have 5 days to accept or reject the discount. Again, the item must remain unused during this time.
• Hold on to all packaging, the box, and every component in case the item needs to come back to us.

Damage Reported After the 48-hour Window 

• Refunds, store credits, and free replacement parts will not be issued; no exceptions.
• This timeframe falls outside our window to raise a claim with the carrier or the shipping warehouse.
• Since no return will be initiated at this stage, you are welcome to begin using the item if you choose.
• We may still request photos of the item to help identify what replacement parts you may need to purchase.

Here's what that process looks like: 

• The item must be within the manufacturer’s active warranty period.
• You’ll need to provide the serial number, a clear description of the problem, and photos or video showing the issue.
• Our team will work with you to troubleshoot and confirm the defect before escalating.
• You will need to submit the claim to the manufacturer for review, but if any additional assistance is required, we are happy to help.
• The manufacturer will evaluate and either approve or deny the claim; response times will vary.
• If the claim is approved, the resolution (service, parts, repair, or replacement) will proceed according to the manufacturer’s warranty terms.
• BBQing.com is not responsible for any labour costs or installation delays resulting from a defective product.

If the defect is outside the warranty period: 

• Replacement parts or full replacement units may be available for purchase through BBQing.com; contact us regarding pricing and availability.
• Please note that parts for discontinued products may have longer lead times or no longer be available but we will make every effort to assist you.