Returns and Refunds

To be refunded, a product must be unused and complete, in its original box with all inserts and accessories. Anything showing use is outside the policy.

Start by writing to team@bbqhaven.shop quoting the order number. A return authorisation comes back to you within one business day, along with the return address. Wait for it before posting.

You pay to send an unwanted item back. We pay when the item is faulty, damaged in transit or wrongly picked.

Refunds go back to the payment method used for the order, 3–5 business days after we receive and check the item. The item price is refunded in full; outbound shipping is refunded only where we sent the wrong thing or it arrived faulty.

Outside the policy: used items, items returned without their packaging, and requests made more than 30 days after delivery. We sell no bespoke or personalised goods, so there are no custom-order exclusions.

Damage in transit and manufacturing faults are handled separately from ordinary returns. Photograph the item, email team@bbqhaven.shop, and we replace or refund it and cover the carriage in both directions.

There is no formal exchange scheme. Returning for a refund and ordering the replacement separately is faster, since the new item leaves as soon as you order rather than after the old one gets back to us.

If an item arrives broken or is not what the order said, photograph it and email team@bbqhaven.shop within the 30-day window. We cover the return postage and replace or refund the item, whichever you prefer.