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BBQGuys Return Policy
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BBQGuys wants to make sure that your shopping experience is an excellent one, and if for some reason a product is not to your satisfaction, then we can offer solutions. Depending on the reason for your return, we may process it as a normal return, a damaged item return, or a defective item warranty claim. Normal returns have different rules and time windows than damaged item returns. If an item is defective, BBQGuys can help you through the manufacturer's warranty process. This process will differ for each manufacturer. You can find our policies on returns, damages, and defective items below, or contact us to immediately begin your return process.
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 items that have been installed or assembled
- Clearance items
- Warehouse Deal 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
- Urban Bonfire
- Kalamazoo
Please be aware of the following information regarding how this process will proceed:
- All shipping (to and from) costs are deducted from the refund. This includes the cost we incurred to ship you the item and the cost of the return shipping.
- You will receive an email confirming we received your request that will include additional details on the process.
- An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval.
- If your return will be coming back via freight truck, we will require you 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.
- Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc.
- After BBQGuys receives and inspects the return, your refund will be issued. The processing time for the refund will depend on the payment option used for the order.
- Any items returned outside of this process or 30-day period are not eligible for a refund.
- Any items returned on your own are not eligible for a refund.
Damages
If you receive a damaged item, you must notify us within five (5) 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, most of the manufacturers we carry have great processes to assist so you should check your manual for 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 video depicting the issue
- BBQGuys are the experts, so we will attempt to troubleshoot with you to verify that it is a defect
- We report this to the manufacturer to begin the claim
- The manufacturer will review the claim, then they will approve or reject it
- The time for the manufacturer to respond may vary depending on the manufacturer's internal processes
- 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
- BBQGuys is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods
If your item has a defect outside of the warranty period:
- We will not be able to facilitate a claim to the manufacturer.
- Any replacement parts or whole units at this point can be purchased by you through BBQGuys. Message us for pricing and availability.
- Parts or whole replacement units may not be available for discontinued items.
Frequently Asked Questions
No, we do not charge a restocking fee.
No, we cannot accept returns on items that have been assembled, installed, or used.
Depending on why you wish to return the item, we may be able to assist you with replacement parts for your item or a discount if the item was damaged and you wish to keep it. If the item is deemed defective, we can help you through the manufacturer's warranty process.
No, we cannot accept returns physically at our design center locations. Returned items must be shipped back to the warehouse or vendor partner that originally shipped the item. If you would like to return an item, please , call us at 1-877-743-2269, or message us as soon as possible to begin the return process and we'll follow up.
If returning an item, you must cover the return shipping cost as well as the original cost of shipping the item to you.
If you would like to return your items and place a new order with us, we will cover half of the original items initial and return shipping costs, as well as provide free shipping on a qualifying new order.
If your items arrived damaged and we were notified within 5 days of delivery, then our dedicated service team will work with you to find the best solution, including replacing your items (see Damages section above).
For items that will ship via normal mail, we will send you a return label. You will then have 30 days to use the shipping label to return the item(s) in the original packaging.
For items that will ship freight, we will need a few days' notice to schedule the pickup with the freight carrier. The item must be picked up by the freight carrier within 30 days of receiving approval for the return.
For normal returns, we need an image of the items packaged and palletized for the return delivery. Some vendors require images of the items out of the box for returns, even if they are not damaged, even if they will ship parcel.
For Damages, we need images of the damaged items themselves as well as an image of the items packaged and palletized for the return delivery.
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