Crafted with the same precision and reliability as our premium outdoor cooking equipment.
At Grill Collection, we stand behind every product we craft. Just as our Built-In Grills, Freestanding Smokers, and Beverage Centers are engineered for durability and performance, our Returns & Exchanges process is designed for clarity, fairness, and your complete satisfaction. We serve Outdoor Entertainers, Dedicated DIYers, and Home Upgraders worldwide, and we handle every return with the respect your project deserves.
Our Commitment to Your Satisfaction
Your vision for outdoor living drives us. If a product does not meet your expectations for quality, fit, or function, we are here to make it right. This policy outlines our straightforward process to ensure a resolution that honors your trust in the Grill Collection brand.
Eligibility & Timeframe
To be eligible for a return or exchange, your item must be:
- In its original condition: Unused, unassembled, and in the original packaging with all parts, manuals, and accessories.
- Within the return window: Return requests must be initiated within 15 days of the delivery date.
- Accompanied by proof of purchase: Your order number or invoice.
⚠️ Important: Non-Returnable Items
To ensure the safety and integrity of our products, the following items cannot be returned or exchanged unless they arrive damaged or defective:
- Built-In Appliances (e.g., Built-In Charcoal Grills, Built-In Gas Grills, Built-In Pizza Ovens, Built-In Smokers): These are custom-integrated units. Due to their specific installation requirements and the potential for customization, they are final sale unless damaged in transit.
- Special Order or Custom-Configured Items: Any product modified or built to specific customer specifications.
- Opened or Used Products: Products that have been assembled, installed, used, or are missing original packaging.
- Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.
This policy reflects the bespoke nature of our built-in line and our commitment to hygiene and safety for all our customers.
The Return & Exchange Process: A Step-by-Step Guide
We’ve streamlined our process to be as intuitive as assembling one of our DIY-friendly units. Follow these steps:
Initiate Your Request
Within 15 days of delivery, email our support team at [email protected] with the subject line “Return/Exchange Request” and include the information outlined in the template below. Our team, based in Oklahoma City, will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
Pack Your Item Securely
Once you receive your RMA number, carefully repack the item in its original manufacturer’s packaging with all included materials. Securely attach the provided RMA label to the outside of the box. Without the RMA label, we cannot process your return.
Ship the Item Back
You are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable and insured shipping service (like DHL, FedEx, or EMS) and retaining your proof of postage. Ship to our warehouse address:
Grill Collection Returns
RMA # [Your Number Here]
1961 Ruckman Road
Oklahoma City, OK 73102
USA
Inspection & Processing
Upon receipt at our warehouse, our team will inspect the item (typically within 3-5 business days) to ensure it meets the eligibility criteria. We will then notify you via email about the status of your return.
Refunds & Credits
- Timing: Once your return is approved, your refund will be processed within 10 business days.
- Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your financial institution’s policies.
- Amount: You will receive a refund for the cost of the returned item(s). Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.
- Exchanges: For an exchange, once the returned item is received and inspected, we will ship the replacement item. You will be responsible for any price difference and additional shipping charges.
Damaged or Defective Items
If your Grill Collection product arrives damaged or is defective, please contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and clear photos/video of the damage or defect. We will arrange a replacement, repair, or return at our expense and work swiftly to resolve the issue, upholding the reliable craftsmanship our brand promises.
Return Request Email Template
To expedite your request, please use the following template when contacting us:
Note on International Returns: As we serve a global community (excluding some remote regions and parts of Asia), customers outside the United States are responsible for any customs duties, taxes, or fees associated with the return shipment. The refund will be for the product cost only, as noted above.
Questions? We’re Here to Help.
Our dedicated support team is committed to ensuring your outdoor living vision is fully realized. For any questions regarding this policy or your specific situation, please contact us.
Email: [email protected]
Address: 1961 Ruckman Road, Oklahoma City, OK 73102 USA
We aim to respond to all inquiries within 1-2 business days.