Refund policy
Returns:
To be eligible for a return, item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.
Some items are not eligible for return. These include the following:
- Items that have been used, installed or assembled.
- Custom-made, special-order and made-to-order products.
- Items marked “non-returnable” in the item description or product page.
- Items not in new unused condition.
- Fire media, covers, parts and gift cards.
- Items requested outside of the 30-day return period.
To begin your return request, please contact us at info@outdoorkitchenpro.com
Please do not send your purchase back before receiving a return authorization and instructions. Our manufacturers have different policies and procedures. Items sent without a return authorization will be refused.
There are certain situations where only partial refunds are granted (if applicable)
Items with obvious signs of use, any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery.
*Please note that all shipping costs, both to and from, are deducted from the refund, as well as any restocking fee that the manufacturer charges us. If your item shipped to you under our free shipping policy, our actual outbound shipping cost will still be deducted from any refund.
Cancellations:
Most orders may be canceled without penalty up until they are packed for shipment. The exceptions are special order and custom made items. Special order and custom made items are non cancelable after 24 hours.
If the order is cancelled or delivery refused after it has left the warehouse, the buyer will be responsible for the cost of both outbound and inbound shipping (even if this was a free shipping item), plus any restocking fee that our manufacturer/distributor charges.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Items refused after they were shipped will have all shipping costs, both to and from, deducted from the refund, as well as any restocking fee that the manufacturer charges us. If your item shipped to you under our free shipping policy, our actual outbound shipping cost will still be deducted from any refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a time determined by the payment processor.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@outdoorkitchenpro.com
Sale items:
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@outdoorkitchenpro.com
We will instruct you as to what to do. Please do not initiate any return without obtaining authorization first.
Warranties:
All warranties are through the individual products manufacturer. Outdoor Kitchen Pro will assist with filing for warranty replacement or service. However, the manufacturer will at their sole discretion determine what if anything qualifies for replacement, repair or return.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Return shipping:
To return your product, you must contact us first for instructions. Failure to do so could result in your return being refused and returned to you
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Incase it is lost or damaged in transit.