Refund policy
Refunds, Warranty & Returns
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure. We will accept product returns and provide you with a replacement, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match its sample or description.
We recommend you retain your order confirmation email, as we may require proof that you purchased the product from us. Our customer service team will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Items purchased which have been returned to Grill King Outdoor BBQ Kitchens will undergo strict inspection to ensure that any defect/damage/missing component relevant under the limited warranty was not intentionally caused.
Several types of goods are exempt from being returned under any circumstance. These include and are not limited to: perishable goods such as food, flowers, newspapers or magazines, cleaning products, mattresses & bedding accessories, personal care, sanitary care, cosmetics, fragrances, intimate wear, downloadable software products, gift cards.
Warranty For Damaged Or Faulty Item
Sometimes things don’t go to plan and we are very sorry that your order has arrived damaged or is faulty. Purchasing through Grill King Outdoor BBQ Kitchens means that we endeavour to achieve a favourable outcome and being available over the phone, via email & chat means that we can work towards a speedy solution. To assist with resolving these little hiccups we ask that you:
- Contact us
- Attach clear photos or provide a short video to display the damage/fault.
- Provide any further comments to describe the damage/fault that will assist in achieving a speedy resolution
Once you have submitted your enquiry, we will be able to review and help us provide you with a resolution.
Change Of Mind Policy
We DO NOT accept change of mind for returns, exchanges or refunds. Please ensure you have selected the correct size, colour and shape, etc. Please contact us for any dimensions that you might not be able to find online or in store, we will be happy to provide it to you with any other information we may be able to attain for you.
Discount, Sale, and Special Offer items where the price has been reduced from the ticketed price CANNOT be returned, exchanged or refunded under any circumstances.
A change of mind may include, but is not limited to, purchases where:
- You chose the wrong colour/size/product
- You believe the item to be unsuitable for your needs
- Your personal opinion of the quality
We also note that any change of mind returns are given at the sole discretion of Grill King Outdoor BBQ Kitchens and a 20% RESTOCKING FEE may be applied. All returned goods must be unused, in original packaging and in saleable condition.
Unfortunately we cannot offer a change of mind refund or exchange on the following items:
- Custom-made products
- Toilet seats, if packaging has been opened (for health reasons)
- health and safety products ;
- bulk purchases (including by pallet or pick up); or
- products that are opened (i.e. are not unopened in their original packaging).
Refunds
Once the Grill King Outdoor BBQ Kitchens has confirmed the refund to be processed, it will be processed to your account within 3 - 5 business days.
Grill King Outdoor BBQ Kitchens is required to refund the order back via the same payment method which was used at time of purchase (VISA/Mastercard/AMEX, PayPal, Zip Pay, Openpay, Afterpay, LatitudePay, Klarna).
If the refund does not appear in your account after a few business days, please check with your payment gateway first. For further questions about the refund status, please get in touch with us via the “Customer Feedback Form” on our home page.
If you have purchased using a Buy Now, Pay Later payment gateway, please contact them regarding your refund and payment plans.
There are certain situations where only partial refunds may be granted at the discretion of the acting Grill King Outdoor BBQ Kitchens manager. These may include and are not limited to: any item not in its original condition, is damaged or missing parts; or, any item that is returned more than 30 days after invoice for in-store purchases or 30 days after receipt for online purchases.
Once your returned item(s) is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will be applied to your original method of payment. If your purchase was completed online, your refund will be issued online. If your purchase was completed over the phone, we must confirm the same credit card or account used to make the purchase to be issued your refund.
Shipping costs are non-refundable. When refunds are processed, postage and shipping costs will not be included in any refund amount.
Refunds incur additional processing fees and charges including a 20% restocking fee.
Grill King Outdoor BBQ Kitchens reserves the right not to offer an exchange or refund if these requirements are not satisfied.
No refundable money is kept nor held against your account. You must provide the means, if not readily available, to accept your refund. Any money held for more than 30 days without an appropriate response to be collected will considered forfeit to Grill King Outdoor BBQ Kitchens.
If you have not received a refund within 14 days of being notified that your refund has been processed. Please take the following steps before contacting one of our friendly staff:
- Check your communication with us that you gave us the correct information if your refund was to be issued to a bank account.
- Contact your financial institution to make sure that no holds have been placed on your refunded funds.
- Contact your financial institution to confirm their processing times.
Please do not send your purchase back to the manufacturer unless it is an item under the manufacturer’s warranty and you have been explicitly instructed to do so by the manufacturer. Please refer to our Terms & Conditions regarding manufacturer warranties.
All marketplace products are covered by our MyDeal Refund Guarantee
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