Return and Refund Policy
Returns happen. Returns can seem stressful but we do not want it to be this way, thus we provide a 60-day no hassle return policy.
60-Day No Hassle Returns
We allow you to return all new, unused, non-assembled, and resalable items in their original packaging within 60 days of delivery for a refund (minus the original and return shipping costs incurred by Grillscapes.com).
If your return is because of our error, you are not responsible for any shipping costs.
- If your return request is due to product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced.
- If your return will be coming back via freight truck, we will require you to provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
- To expedite the returns process, before shipping the item(s) back, make sure they are clean, the packaging is sufficient to prevent damage, and (if necessary) you note all defects along with the photos taken.
Refund Eligibility With A Return
To be eligible for a “No Hassle Return,” items must be returned within 60 days of delivery in “Like New” condition. “Like New” condition is when a returned item is unused, non-assembled, and has been returned in the original packaging.
Grillscapes.com reserves the right to refuse a refund on a returned item if:
- The item that has been returned does not match the original item shipped to the customer.
- The returned item is missing parts or the original product’s packaging.
- The item was damaged during the return shipment due to improper or insufficient packaging.
- The item being returned has been obviously heavily used (such as significant charcoal buildup inside a grill).
- The item has been assembled in a way that would impede proper packaging for return shipping.
Exchanges (two options)
- If you need the product right away, you can purchase a replacement on a new order to get it shipped out as soon as possible. Then return the original item and we’ll refund you for the original once we’ve received it back to our warehouse in “Like New” condition.
- If you can wait a little longer, return the original item and once we’ve received it back to our warehouse in “Like New” condition, we’ll refund you for that purchase, then have you purchase the replacement on a new order and we’ll ship the replacement as soon as possible.
Custom made-to-order/special order items are made to your specifications. Due to the custom nature of made-to-order/special order items, all sales are final. Made-to-order/special order items defective due to manufacturing will be repaired/replaced as long as the claim is made within the warranty period offered by the manufacturer.
Custom pieces damaged in shipping will still follow all steps for a freight claim as previously listed under Delivery Inspection above. All Custom pieces will be repaired or replaced with an item of the same nature as previously ordered. You will not be allowed to order an item that differs from the damaged or defective item.