Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
BBQ's, smokers and grills cannot be returned once they are built.
If there are parts needed to complete the product as they are missing, we will send these parts to you. 

We can only accept returns if a faulty part is reported before the assembly takes place, and all parts are returned in original packaging without damage.

To start a return, you must contact us at sales@prosmokebbq.co.uk preferably within 24 hours. If your return is accepted, we’ll send you a returns number and we can then help you plan the return. As well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@prosmokebbq.co.uk.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will do everything we can to correct your issue ASAP, customer satisfaction is extremely important to us. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), BBQ's, Smokers & grills if they have been built. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.