Returns & Refunds Policy
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, with all original packaging, manuals and accessories. Proof of purchase is required. Returns are valid up to 28 days from the date of delivery.
BBQs, smokers and grills cannot be returned once they are built or assembled. If any parts are missing, we will send replacements promptly.
We can only accept returns if a fault is reported before assembly and the product is returned in its original packaging, undamaged.
Delivery Access and Customer Responsibility
All large items (including BBQs, smokers, grills and outdoor kitchens) are delivered on pallets.
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Deliveries are made to the kerbside only, unless a prior arrangement has been agreed in writing before delivery.
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It is the customer’s responsibility to ensure safe and reasonable access to the delivery point, including checking gates, doorways and any other entry restrictions.
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Customers must provide suitable help and/or tools to unpack the product from the pallet at the time of delivery.
If a return is required due to access restrictions, inability to unpack from the pallet, or refusal of a kerbside delivery, return and collection charges will apply.
Returns Process
To start a return, you must contact us at sales@prosmokebbq.co.uk within 24 hours of delivery. If your return is accepted, we will issue you with a returns number and provide instructions for returning the product.
Items sent back to us without prior approval will not be accepted.
Returns are chargeable and the cost of collection will be deducted from your refund unless the item is confirmed as faulty or misdescribed.
Damages and Issues
Please inspect your order on receipt and contact us immediately if the item is defective, damaged or incorrect. We will resolve the issue as quickly as possible. Customer satisfaction is extremely important to us.
Non-Returnable Items
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BBQs, smokers and grills once assembled
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Perishable goods (such as food or plants)
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Custom or special orders, including personalised items
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Hazardous materials, flammable liquids or gases
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Sale items and gift cards
Exchanges
The fastest way to ensure you get what you want is to return the item (if eligible) and place a new order once the return is approved.
Refunds
Once we have received and inspected your return, we will confirm if the refund has been approved. If approved, your refund will be processed automatically back to your original payment method. Please note that it may take some time for your bank or card issuer to process and post the refund.