At Kitchen Grill Store, we’re committed to delivering your BBQ essentials with the same care you’d give your perfect rack of ribs. Whether you’re stocking up for summer or replacing worn-out grill parts, our shipping and returns policies are designed to give you peace of mind.

Shipping Information

Order Processing

We fire up our order processing within 1-2 business days of receiving your order. You’ll receive tracking information as soon as your package leaves our warehouse in Preston, UK.

Shipping Options

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes full tracking
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Basic tracking included

Note: We ship worldwide except to certain Asian countries and remote locations. Delivery times may vary during peak seasons.

Our Returns Promise

We stand by our BBQ equipment like we stand by our perfect grill marks. If you’re not completely satisfied, we offer a straightforward returns process:

  • Return window: 15 days from receipt of order
  • Condition requirements:
    • Items must be in original condition (unused and undamaged)
    • Original packaging with all accessories included
    • Proof of purchase required

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

How to Return an Item

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

Important: 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 shipping or return questions:

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

Last Updated: [Insert Date]