REFUND POLICY

This Refund Policy clearly defines the standardized return and refund rules, processing procedures, and timeframes for all orders placed on our official website. It aims to protect the legitimate rights and interests of every customer while ensuring standardized and transparent order after-sales management. This policy applies to all products sold on our platform, including gas grills, classic round charcoal grills, pellet smoker grills, flat-top griddle stations, electric grills, and the full range of barbecue accessories and consumables. By completing an order purchase on our website, you agree to abide by the terms specified in this Refund Policy.

1. General Return & Refund Eligibility

We provide a customer-centric and flexible after-sales return service for all global customers. All products purchased from our website are eligible for return within 60 days from the date of customer receipt. To qualify for a valid refund, the returned products must be in unused, undamaged, and resalable condition, with original packaging, complete accessories, and no artificial damage, wear, or modification. Products that fail to meet the above standards will not be approved for refund processing.
This return and refund rule applies uniformly to all regional orders worldwide, with no regional restrictions or differentiated terms. All orders enjoy consistent after-sales protection to ensure equal shopping rights for every global user.

2. Order Pre-Refund Rules

For unpaid or unshipped orders, customers can apply for order cancellation and full refund at any time before the warehouse arranges shipment. Once the order enters the 1-3 working days shipment preparation process, the cancellation application will be subject to warehouse progress verification. If the goods have been dispatched, the order cannot be cancelled actively, and customers need to follow the post-receipt return and refund process.

3. Standard Refund Processing Timeframe

We implement a unified and efficient refund processing cycle for all qualified return applications. After we receive, inspect, and confirm your returned products comply with the return conditions, our team will initiate the official refund procedure immediately. The entire refund processing period is 5 to 10 working days.
All refunds will be fully returned to the customer’s original payment account in the original transaction currency (USD). We strictly implement zero-deduction refund standards for eligible returns, with no hidden fees, handling fees, or additional charges deducted from the refund amount.

4. Shipping Fee Refund Provisions

All products on our official website enjoy permanent free shipping services for all global orders. No shipping fees are charged during order placement, so no shipping fee refunds will be involved in any return and refund cases. All after-sales processes only involve the refund of the actual product payment amount paid by the customer.

5. Ineligible Refund Situations

To standardize after-sales management, we reserve the right to reject refund applications under the following circumstances: return applications exceeding the 60-day valid return period; products damaged by human factors, used for commercial purposes, or disassembled and modified without authorization; incomplete product accessories, damaged original packaging that cannot be resold; and abnormal return applications that violate the platform’s transaction rules.

6. Partial Refund Rules

For orders containing multiple products, customers can apply for partial return and partial refund of eligible single products. The refund amount will be calculated according to the unit price of the returned product. The unreturned qualified products in the order will not be affected and still enjoy normal after-sales protection.

7. Consultation & Service Support

If you have any questions about return conditions, refund progress, processing cycle, and other after-sales related issues, please contact our professional customer service team through the Contact Us page on our official website. You can find all official contact channels and email addresses on the dedicated contact page. We will provide professional guidance, timely reply, and effective solutions for all your after-sales demands.