Scope
This Refund and Return Policy applies to purchases made from Big Green Egg Grill through big-green-egg-grill.myichingshop.com. It covers kamado grills, charcoal grills, grill packages, BBQ smokers, outdoor cooking products, accessories, charcoal, wood chips, fire starters, pizza accessories, tools, and replacement parts.
This policy is subject to the consumer protection laws applicable in your country or region. Nothing in this policy limits rights that cannot legally be excluded.
Return Eligibility
To request a return for a change of mind, the product should generally be unused, unassembled, uninstalled, and in its original condition and packaging, with all components, manuals, accessories, and proof of purchase included. Contact us before sending any product back so that we can confirm eligibility and provide return instructions.
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us promptly and provide your order number, a description of the issue, and clear photographs or videos where reasonably requested. Your statutory rights remain unaffected.
Request Period
Please submit your request within the return period shown on the product page, at checkout, or in your order confirmation. If no period was stated, contact us as soon as reasonably possible after delivery. Any mandatory cancellation, return, or defect claim period provided by applicable law will continue to apply.
Return Process
- Email [email protected] with your order number, the item you wish to return, and the reason for the request.
- Wait for confirmation from our customer service team before shipping the item.
- Follow the return address, packaging, carrier, and documentation instructions provided in our response. The return address must be confirmed based on the relevant order and destination.
- Keep your shipping receipt and tracking information until the return and any refund have been completed.
Returns sent without prior confirmation, to an unconfirmed address, or without sufficient identifying information may be delayed or may not be accepted where permitted by law.
Refunds
Once an eligible return is received, it will be inspected. Approved refunds will generally be issued to the original payment method. The time required for funds to appear may vary depending on the payment provider or financial institution. Any alternative refund method will be used only where necessary or agreed with you.
Where permitted by law, deductions may be made for missing components, avoidable damage, or reduced value caused by handling beyond what is reasonably necessary to inspect the product. We will explain any applicable deduction before completing the refund.
Shipping Costs
If a return is required because an item is damaged, defective, incomplete, or incorrectly supplied, Big Green Egg Grill will address reasonable return shipping costs as required by applicable law and the circumstances of the claim.
For an eligible change-of-mind return, the customer is generally responsible for return shipping costs unless otherwise stated for the order or required by law. Original shipping charges, expedited delivery fees, customs duties, taxes, and import-related charges may be non-refundable where permitted by law.
Grills and other large or heavy products may require special return transport. Please do not arrange freight or disassemble a delivered product until our customer service team provides instructions.
Non-Returnable Items
Subject to applicable law, change-of-mind returns may not be available for:
- Charcoal, wood chips, fire starters, or other consumable products that have been opened or used;
- Products that have been used for cooking, exposed to fuel, fire, smoke, grease, food, or weather, unless the return concerns a qualifying defect;
- Installed, assembled, altered, personalized, or modified products;
- Items missing parts, accessories, documentation, or original packaging where this prevents safe resale or transport;
- Clearance or final-sale items where the restriction was disclosed before purchase and is permitted by law;
- Gift cards or other non-returnable items identified before purchase, where permitted by law.
These exclusions do not apply where an item is faulty, misdescribed, or otherwise subject to mandatory consumer remedies.
Order Cancellations
To request cancellation, contact us as soon as possible. An order cannot always be cancelled after processing or shipment has begun. If cancellation is not possible, the applicable return process may be available after delivery. Any statutory cancellation rights remain unaffected.
Exchanges
Exchange availability depends on stock, product type, location, and shipping arrangements. Contact customer service to confirm whether an exchange can be offered. Where a direct exchange is unavailable, an approved return and a separate new order may be required.
Contact Us
For return, refund, cancellation, or order-related questions, contact Big Green Egg Grill at [email protected]. Please include your order number and relevant photographs or other supporting information. Telephone and physical return-address details are not currently provided; please request the applicable return address by email before sending an item.