At Kitchen Grill Store, we stand by our BBQ equipment like we stand by our perfect grill marks. However, we understand that sometimes things don’t work out as planned. If you’re not completely satisfied with your purchase, our straightforward returns policy ensures you can shop with confidence.

Our Returns Promise

We accept returns within 15 days of receiving your order. Items must be:

  • In original condition (unused and undamaged)
  • In original packaging with all accessories
  • Accompanied by proof of purchase

⚠️ Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • BBQ Cleaning products (once opened)
  • BBQ Smoking Accessories that have been used
  • BBQ Thermometers with broken seals
  • Any Charcoal BBQ Accessories that show signs of use

These exceptions help us maintain the highest standards for all our grill masters.

How to Return an Item

Follow these simple steps to process your return:

Step 1: Request Authorization

Email our customer service team at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return

Return Request Template

Subject: Return Request for Order #[Your Order Number] Dear Kitchen Grill Store Team, I would like to request a return for my recent order (#[Your Order Number]). Item(s) to return: [Product Name(s)] Reason for return: [Please specify] Please advise on the next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Instructions

Within 2 business days, we’ll email you:

  • Return authorization number
  • Shipping instructions
  • Return address (our warehouse in Preston, UK)

Step 3: Package and Ship

Securely package your item(s) using the original packaging and include:

  • Completed return form (we’ll provide this)
  • Copy of your invoice

Ship using a trackable method – you’re responsible for return shipping costs unless the return is due to our error.

Step 4: Receive Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method
  • Exchanges: Shipped within 3 business days after return approval

Refund Details

Your refund will include:

  • Full item price (excluding original shipping costs)
  • Taxes where applicable

Refund timing:

  • Credit cards (Visa/MasterCard/JCB): 3-10 business days after processing
  • PayPal: Typically within 24 hours

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  1. Contact us within 48 hours of delivery
  2. Include photos of the issue
  3. We’ll arrange a free return label if needed
  4. Receive a replacement or refund

International Returns

For customers outside the UK:

  • Mark the package as “Returned Goods” to avoid customs fees
  • We cannot refund original customs duties
  • Return shipping costs are the customer’s responsibility

Need Help?

Our grill experts are happy to assist with any return questions:

Email: [email protected]
Phone: [+44 XXX XXXX XXX]
Address: 26 Crook St, Preston, GB PR6R 4FQ

Last Updated: [Insert Date]