Returns Guide

Changed your mind? No worries — you have up to 30 days from the date of delivery to return your item to us.

We’re committed to keeping returns as smooth as possible, but all items must meet the following conditions:

  • Unused
  • In its original packaging
  • Accompanied by proof of purchase

Change of Mind

If you change your mind for whatever reason, we are happy to offer a FREE return/collection for your item(s) in exchange for store credit equal to the full amount of your purchase. Please note that this does not apply during promotional periods.

Alternatively, if you prefer a refund to your original payment method, the return cost is your responsibility. In the event you require our assistance with the return, this will be chargeable.

Note: Store Credit is valid for 2 years from the issue date.

Exchanges

Please contact our after-sales team via email to arrange an exchange for your item. We can only accept exchanges for items that are unused and in original packaging. Items will need to be returned first prior to dispatching new products. Please allow 2-3 working days for exchanges to process.

Damaged Item(s)

If your package arrives damaged, open it and inspect all parts. If a main component is damaged, do not assemble the item if you do not intend to keep it. Contact us immediately via email, confirming your order number and the parts affected and providing clear images of the parts along with the white delivery label on your outer packaging.

Faulty Items and Missing Parts

If your product is missing parts or is faulty, please report this within 7 working days of delivery.

  • Report any faults before assembly. All parts must be returned in their original packaging, undamaged and completely disassembled. Keep the original packaging until the barbecue is fully assembled and tested.
  • If faulty parts are replaceable, we will send replacements. If not, we will authorise an exchange or refund based on the situation.
  • Missing parts do not authorise an automatic return. If we cannot supply the missing part, an exchange will be authorised. Do not start the assembly before contacting us.


All refunds are subject to our Store Policy. Please take a moment to read it if you have any concerns.

Still have questions? Visit our Returns FAQs for more.

How Returns Work

1. Get in Touch

Let us know you'd like to return your item by reaching out to our customer support team via:

To assist you efficiently, please use only one contact method and provide detailed information, including relevant pictures and your order number. We aim to reply within 24 hours.

2. Choose Return Method

Assuming your item meets the abovementioned criteria and depending on the size of the parcel(s), we’ll offer you two easy options:

  • Use your own tracked courier to send the item back to our Southall warehouse
  • Request a prepaid collection label (at a fee to be deducted from your refund on a case-by-case basis)

3. Send it Back to Us

Ensure the item is unused and in its original packaging. Share with us the tracking number(s) of the parcel(s) being returned.

Once your item arrives at our warehouse, and upon inspection by a member of our team, we'll process your refund per the written communications that you have had with our team.

Refunds will be processed within 3-5 business days.