At GrillMate Sales Shop, we stand behind our premium grilling accessories like we stand by our perfect grill marks. If your purchase didn’t meet your expectations (or your grill’s high standards), our hassle-free return policy ensures satisfaction.

Our Return Policy

We accept returns within 15 days of delivery for most items in their original condition – as pristine as a brand-new cast iron skillet. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.

GrillMaster Tip:

Keep all original packaging for your grill accessories, just like you’d keep your grill cover during cooking season!

Step-by-Step Return Process

  1. Initiate Your Request: Email us at [email protected] within 15 days of delivery with your order number and reason for return.
  2. Await Approval: Our grill-obsessed team will review your request within 2 business days (faster than our charcoal reaches perfect temperature!).
  3. Package Securely: Once approved, repackage items with all original materials – treat it like shipping your prized grill grates.
  4. Ship Back: Send to our LA headquarters using a trackable method (we recommend the same care you’d use transporting BBQ sauces).
  5. Receive Refund: We’ll process your refund within 5 business days of receiving your return.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear GrillMate Team,

I would like to request a return for the following item(s) from order #[Your Order Number]:

  • Product Name: [Item Name]
  • Quantity: [Number]
  • Reason: [Defective/Damaged/Not as Described/Changed Mind]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]

Refund Details

Once we receive and inspect your return:

  • Timing: Refunds processed within 5 business days (about as quick as our best-selling fire starters ignite)
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping costs non-refundable (like the perfect amount of charcoal, some things can’t be undone)

Exchange Process

For exchanges (perhaps you need a different size apron or grill cover):

  1. Follow the standard return process above
  2. Include a note specifying your desired replacement item
  3. We’ll ship the new item once we process your return (standard shipping rates apply)

Non-Returnable Items

To ensure food safety and hygiene, we cannot accept returns of:

  • Opened or used BBQ sauces, brines, injections & marinades
  • Used grill cleaning supplies (brushes, scrubbers & scrapers)
  • Personalized or custom grill accessories

These items are final sale – like the perfect sear on a steak, some things are meant to be permanent!

Damaged or Defective Items

If your grill gear arrives damaged (unlike our carefully packaged cast iron products should):

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange a replacement or refund, including return shipping costs

GrillMaster Tip:

Inspect your grill accessories upon arrival like you’d inspect your charcoal basket before a big cookout!

International Returns

For our global grill masters (excluding some remote areas in Asia):

  • Return shipping costs are the customer’s responsibility
  • Customs fees/duties are non-refundable (like the perfect smoke ring, they’re part of the process)
  • Allow extra time for international shipping inspections

Final GrillMaster Note: Our return policy reflects our commitment to quality – just like our selection of premium charcoal grills and accessories. If you have any questions, our team stands ready to assist with the same dedication we bring to perfecting grill marks.

Last Updated: [Insert Date]