If you need to return a product or want a refund, we’ll make it as hassle free as possible.
We want you to love what you buy! But if you don’t, there’s a simple “No Hassle Returns” policy.
We accept the return of products that are defective due to defects in manufacturing and/or workmanship for 45 days from the date of purchase.
All returns and exchanges must include all of the original parts, components, packaging and manufacturer documentation for refunds to be issued (original and return shipping costs are nonrefundable).
Any fulfillment errors we make resulting in shipping incorrect products will also be accepted for return 45 days from the date of purchase (normally, if your return is because of our error, you are not responsible for any shipping costs).
If your product is defected or damaged, our Customer Care Team will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced.
If your return will be coming back via freight truck, please provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
To expedite the returns process, all merchandise must be returned unused, unassembled, and in the original packaging. After receipt, returned items will be inspected and a refund will be applied within 10 business days of receiving the returned product.
Important Information About Refund Eligibility
To be eligible for a “No Hassle Return,” items must be returned within 45 days of delivery in “Like New” condition.
If you would like to refund your purchase, we will be happy to do so. To request a refund, please call 1 (570) 2810140 or email our Customer Service directly at support@grillandflame.com. We will process your request and get back to you the same day. This is the easiest and fastest way to receive a refund for your purchase.
Full refunds do not apply to certain items, including clearance items, gift cards, gift certificates, items that have been personalized, and items clearly marked as “non-returnable”.
GrillAndFlame is not responsible for shipping cost related to returning your item unless your product was incorrect or damaged.
In many cases, refunds are not processed until the item has been inspected by us in our warehouse.
Refunds must be applied to the same credit card, debit card, or other form of payment used in the original transaction.
Conditions:
Products with original packaging must be returned in new and unopened condition to receive a full refund. If an item is returned to us that has been used or is no longer in new or unopened condition, GrillAndFlame reserves the right to exclude such an item from a refund, or charge a 20% restocking fee, based on the condition of the item at the time we receive it. Any items received that are damaged or broken will not be refunded, unless the customer initially received the item broken or damaged.
Exchange Options
If you need the product right away, we suggest you purchasing a replacement on a new order to get it shipped out as soon as possible. After it, you may return the original item and we’ll refund you for the original once we’ve received it back to our warehouse in “Like New” condition. In case you can wait a little longer, return the original item, first, and once you get a refund, purchase the replacement on a new order and we’ll ship the replacement as soon as possible.