If something isn't right, we want to hear about it. This policy covers products bought directly from Firegrain Grills. Items bought from a dealer are returned through that dealer under their own policy.
Return window
Unused items in original packaging can be returned within XX days (placeholder) of delivery.
Condition
- Grills must be unassembled, never fired, and in their original carton.
- Fuel and smoke wood must be sealed and unopened.
- Accessories must be unused with all parts included.
Restocking and return shipping
Returned grills carry a restocking fee of XX% (placeholder). Return freight is paid by customer / deducted from refund (placeholder) unless the item arrived damaged or defective.
How to start a return
Email sales@firegraingrills.com with your order number and reason for return. We'll send a return authorization and instructions. Returns without authorization can't be accepted.
Refunds
Once we receive and inspect your return, refunds go back to the original payment method within X–X business days (placeholder).
Damaged or defective items
Damaged on arrival or failed in normal use? That isn't a return — it's on us. Contact us with photos and we'll arrange replacement parts or a replacement unit under warranty (warranty length: X years (placeholder)).