Return Policy
Not sure if you got the right part?
All parts should be measured and compared to your original part. We do our best to accurately list model numbers, parts, and their correct dimensions. However, many times part numbers will change while model numbers remain the same.
Feel free to ask us for help. If you are confident that your part will not work, we do offer returns and exchanges. Please read through the requirements to see if your return is eligible for a refund.
Returns & Exchanges
Most parts are eligible for return.
1. Only Items in New, unused, un-assembled, and resalable in their original unopened packaging are eligible for a refund less original shipping costs. Some valves and gas logs are NOT eligible for return and clearly state on the product description.
2. Returns are accepted within 30 days of delivery of the package.
3. All items/merchandise MUST be in Unused and Original Packaging and in Resalable Condition. For Grilling and Outdoor Kitchen Equipment, the box must be factory sealed.
NOTE: Any product with gas-fired through CANNOT be returned. Propane has an odor and can be detected.
All returns/exchanges require a Return Merchandise Authorization number.
The RMA number must be clearly marked on the outside of the box.
The cost to ship the product back to Outdoor Kitchen Appliances will be paid by the customer. (Unless we made an error). Actual shipping costs are higher than we charge. Be sure you order the correct part as return shipping can be very expensive.
In cases when there is a product exchange, the cost for the shipping on any new product(s) is paid by the customer.
Any products returned where shipping was FREE Or Discounted Shipping (Flat Rate) during purchase, we will have our actual shipping cost deducted from the return, or in the case of discounted (flat-rate), the difference in the shipping cost.
If you received Free Shipping and you return items that no longer qualify for Free Shipping, our Flat Rate of $8.95 will be deducted from the return.
If you need to return an item, simply login to your account, view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button. We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.
After 30 days, Return Merchandise Authorization numbers will not be issued and returns will be accepted on a case by case basis and may be subject to a restocking fee.
Important Protocol
All BBQ Grill (Freight) shipments MUST be inspected the recipient before delivery is accepted. Failing to do so waives your right to claim damages and therefore can not be covered.
Refunds
We cannot offer refunds for Special Order or Custom items (This includes MOST Fireplace Products). Please call us to verify.
Shipping and Handling fees are non-refundable on all orders unless of course, it is our mistake.
Any orders that use a coupon or coupon code are final.
Canceling An Order
Orders can be canceled, however only until they are shipped.
Product Warranty
All product warranties are through the manufacturers of the product. In some cases, product registration is required for warranty. You will need to contact the manufacturer for ALL warranty claims.
Refused Shipments
If you refuse your merchandise or fail to accept delivery of an item you will be charged for return shipping charges as well as a 50% restocking fee.