Refund policy

Last Updated: August 2026

At Grill Shop, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. This Refund & Return Policy explains your rights and the process for returning products purchased from our website.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in the same condition as received.

  • Be returned in its original packaging.

  • Include all accessories, manuals, and original components.

  • Not show signs of installation, misuse, accidental damage, or modification.

We reserve the right to refuse returns that do not meet these conditions.

2. How to Request a Return

To request a return, please contact our customer support team before sending your item back.

Email: contact@grillshop.shop

Please include:

  • Your full name

  • Order number

  • The item(s) you wish to return

  • Reason for the return

  • Photos or videos if the item is damaged, defective, or incorrect

Once your request has been reviewed, we will provide return instructions.

Please do not send items back without receiving return instructions from our support team.

3. Return Shipping

If the return is due to:

  • A damaged item

  • A defective product

  • An incorrect item sent by us

We will cover the reasonable return shipping costs.

For returns due to a change of mind or other reasons not caused by our error, the customer is responsible for the return shipping costs unless otherwise required by applicable law.

We recommend using a tracked shipping service and keeping proof of postage, as we cannot accept responsibility for items lost during return transit.

4. Inspection of Returned Items

After your returned item arrives, we will inspect it to verify its condition.

If the return is approved, we will process your refund.

If the returned product is used, damaged, incomplete, or missing parts for reasons not caused by us, we may reduce the refund amount or decline the return where permitted by applicable law.

5. Refunds

Approved refunds will be processed within 10 business days after we receive and inspect the returned item.

Refunds will be issued to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please provide photographs showing the issue.

After reviewing your request, we will offer an appropriate solution, which may include:

  • A replacement

  • A repair where appropriate

  • A full refund

  • Another suitable resolution

7. Non-Returnable Items

The following items cannot be returned:

  • Products that have been used or installed.

  • Products damaged through misuse, neglect, or improper installation.

  • Products returned without their original packaging and included accessories.

  • Products returned more than 30 days after delivery.

This does not affect your statutory rights under applicable consumer protection laws.

8. Order Cancellation

Orders may be cancelled before they have been processed for shipment.

Once an order has been dispatched, it cannot be cancelled. If you no longer require the item after delivery, you may request a return in accordance with this policy.

9. Contact Information

Grill Shop

Email: contact@grillshop.shop

Phone: +44 2034 883893

Address:

Unit 1, 24 Thames Rd

Barking IG11 0HZ

United Kingdom

10. Customer Support Hours (UK Time)

Monday – Friday: 9:00 AM – 5:00 PM

Saturday – Sunday: Closed