Returns & Refunds Policy (Outdoor Kitchens & BBQ Products)
1. Overview
We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. This policy applies to all products purchased via our website and is designed to be clear, fair, and transparent—especially for large, made-to-order outdoor kitchen products.
2. Your Right to Cancel (Distance Selling Regulations)
Under UK law, you have the right to cancel your order within 14 days of receiving your goods for a full refund.
You must notify us in writing (email is fine) within this 14-day period
You then have a further 14 days to return the goods
Items must be unused, unassembled, and in original packaging.
3. Returns Eligibility
To be eligible for a return:
Items must be unused, uninstalled, and in resalable condition
All original packaging, pallets, manuals, and components must be retained
Proof of purchase is required
Due to the nature of outdoor kitchens and large appliances: Products that have been installed, assembled, or modified cannot be returned.
4. Non-Returnable Items
The following items are non-returnable:
Made-to-order or bespoke outdoor kitchens and pergolas
Custom configurations or special-order items
Installed or assembled products
Items without original packaging.
5. Return Costs & Restocking Fees
Change of Mind Returns
You are responsible for return shipping costs
A restocking fee of up to 25% may apply for large or palletised items
Any reduction in value due to handling may be deducted from your refund
6. Damaged, Faulty or Incorrect Items
Please inspect your order on delivery.
If your item is:
Damaged in transit
Faulty
Incorrect
You must notify us within 48 hours of delivery.
We will:
Arrange repair, replacement, or collection
Cover all associated costs.
7. Returns Process
Contact our team with your order number and reason for return
We will issue a Returns Authorisation (RA)
Securely repackage items in original packaging (including pallet where applicable)
Arrange return shipping (or we can assist)
8. Refunds
Refunds are processed within 14 days of receiving returned goods
Refunds are issued to the original payment method
Original delivery charges are refundable only if the return is due to fault or error.
9. Large Item & Pallet Deliveries
Outdoor kitchens and large BBQ units are typically delivered via pallet.
Deliveries are kerbside only unless agreed otherwise
You must ensure suitable access for delivery
You must retain the pallet and packaging in case of return
10. Warranty & Aftercare
After 30 days, faulty products will be handled under warranty:
Repair or replacement offered first
Refunds issued only if resolution is not possible.