Refund policy

EMBER BBQ CO

At Ember BBQ Co, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds.

1. YOUR RIGHT TO CANCEL (CHANGE OF MIND)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

  • You then have a further 14 days to return the item(s).
  • Items must be unused, in original packaging, and in a resaleable condition.
  • Returns must include all accessories, manuals, and components.

Restocking Fee:
A 25% restocking fee will be applied to all approved change-of-mind returns.

Return Costs:
You are responsible for the cost of returning the goods unless otherwise agreed.

2. FAULTY, DAMAGED OR INCORRECT GOODS

If your item is faulty, damaged, or not as described:

  • Please notify us within 24 hours of delivery.
  • We will arrange a repair, replacement, or full refund at no cost to you.
  • We will cover all reasonable return and collection costs.

This does not affect your statutory rights under the Consumer Rights Act 2015.

3. NON-RETURNABLE ITEMS

The following items cannot be returned unless faulty:

  • Used BBQs, outdoor kitchens, or appliances
  • Items installed or assembled
  • Perishable goods (e.g., food, rubs, sauces)
  • Custom or bespoke products
  • Gas or fuel-related products once opened

4. RETURN PROCESS

To initiate a return, please contact us:

Please include:

  • Your order number
  • Details of the item(s)
  • Reason for return
  • Photos (if faulty or damaged)

We will provide return instructions and authorisation before any items are sent back.

5. REFUNDS

  • Refunds will be processed within 14 days of receiving the returned goods (or proof of return).
  • Refunds will be issued to the original payment method.
  • Original delivery charges are non-refundable, unless the item is faulty or incorrect.

6. EXCHANGES

We do not offer direct exchanges. Please return your item for a refund and place a new order.

7. CONTACT US

For any questions regarding returns or refunds, please contact:

Ember BBQ Co
📍 Unit 20, Axis 31, Oakfield Road, Dorset, BH21 6FE
📧 hi@ember-bbq.co.uk
📞 01202 028960