Introduction
This Returns and Refunds Policy describes the conditions under which Blackstone Grill (“Blackstone Grill”, “we”, “us”, “our”) will accept product returns and provide refunds.
Please read this policy carefully to understand how to return products and qualify for refunds. Contact us if you have any questions about our returns and refund processes.
General Return Policy
Purchases can be returned for a full refund within 30 days of the ship date if the merchandise is unused, in original packaging, and in original condition. We gladly accept returns that meet these criteria with no restocking fees.
Returns must be initiated by contacting our Customer Service team to receive a Return Merchandise Authorization (RMA) number and instructions. Please have your order information ready to expedite the process.
Customers are responsible for return shipping costs unless the return is due to our error or the item is defective. Refunds are generally issued to the original payment method within 10 business days of receiving the return.
Return Restrictions
The following types of items cannot be returned for a refund:
- Gift cards or gift certificates
- Personalized or customized products
- Assembled items with minor scratches or wear from regular use
- Clearance, closeout, or discontinued products
- Physical software, DVDs, CDs after opened or unsealed
- Consumable products like food, beverages, oils, or fuel
- Hazardous materials that have been opened or unsealed
- Products missing original packaging or accessories
We reserve the right to reject returns or exchanges for any reason not prohibited by law.
Online Order Returns
Items purchased on our website can be easily returned by mail or at a Blackstone Grill retail location if available in your area. Contact Customer Service to start the return process.
Online purchases returned by mail must include all original packaging materials, parts, manuals, documentation and accessories. We recommend shipping returns via UPS or FedEx with tracking and insurance for your protection.
Clearly print the RMA number issued by Customer Service on the outside of the return package. Returns without an RMA number may be rejected. We are not responsible for lost or damaged return shipments.
In-Store Purchases
Merchandise purchased at a Blackstone Grill retail location should be returned to the original store if possible. Returns will be handled according to the return policy in effect at that location.
In-store purchases can also be returned via mail after contacting Customer Service. All packaging materials must be included with proper RMA labeling. Returns without RMA numbers may be rejected.
Reasons for Returns
We strive for 100% customer satisfaction. If you are not completely happy with a Blackstone Grill purchase for any reason, you may return it for a full refund. Some common reasons for returns include:
- Wrong product shipped
- Defective, damaged, or malfunctioning item
- Product does not match description or photo
- Changed mind – did not meet expectations
- Ordered wrong size, color, or quantity
- No longer needed or wanted
The specific reason for return helps us improve our products and services. Please let us know why an item is being returned to provide better service moving forward.
Refund Methods
Refunds are generally credited back to the original payment method used within 10 business days of receiving the return. Refund methods include:
Credit Card Refund
For credit or debit card purchases, refunds will be credited back to the same card originally charged. The issuing bank determines when the funds post to your account.
PayPal Refund
Returns from PayPal orders are refunded back to the PayPal account used at checkout. The refund typically posts within 1-2 business days.
Store Credit
In select cases, we may offer astore credit or exchange in lieu of cash refund. Store credit never expires and can be used for future purchases.
Exchanges require returning the original item before receiving the replacement product. Applicable shipping costs may apply for exchanges.
Refund Timelines
We process eligible returns promptly upon arrival at our facilities. You will receive an email confirmation when your return is received and processed.
Refunds are generally issued within 10 business days of receiving the return. Actual posting times may vary depending on your financial institution. Transactions fees for refunds are not reimbursed.
If a return has not been properly processed and your refund not issued after 15 business days, please contact Customer Service. We aim to resolve delayed refund issues within 5 business days after being reported.
Defective, Damaged or Incorrect Items
If an item arrives defective, damaged, materially different than described, or incorrect, please contact Customer Service right away so we can make it right.
We cover return shipping costs for defective or incorrect shipments. Refunds are issued once the item is inspected at our facility and the issue confirmed by our staff.
Photographs documenting damage or defects are appreciated. We may request supporting photos or videos depending on the damage reported.
Quality Inspection
Upon arrival, returned items are thoroughly inspected and tested before determining refund eligibility. We check for completeness, signs of use, and ensure accessories, manuals, parts and original packaging were returned.
Returns found to be used, damaged or without all original components may be subject to partial refund or rejected altogether. We reserve the right to refuse a refund for items returned in unacceptable condition.
Return Shipping Costs
Customers are responsible for paying return shipping costs for remorse returns unless the return is necessitated by our error. We provide prepaid shipping labels or reimburse documented ground shipping costs up to $15 in such cases.
Return shipping is free for defective or inaccurate orders. We provide prepaid return labels for exchanges so you do not incur shipping twice. Keep any tracking information and shipping receipts for your records.
For oversized or heavy items, please contact Customer Service to determine the best return method. Freight shipping reimbursements over $200 require approval and documentation like weight receipts.
Refund Exceptions
In limited cases, we may deny or issue partial refunds if returns do not meet our policy criteria, including:
- Missing parts, accessories, manuals or packaging
- Used or damaged condition due to customer actions
- Extended trial use period beyond trying product
- Elapsed return period per this policy
- Fraudulent return activity detected
We reserve the ultimate right to refuse a return or exchange at our sole discretion if we reasonably believe the transaction is fraudulent, proveably abusive, or violates company policies.
Frequent Returns
If you return many orders repeatedly or excessively beyond what would be considered reasonable, we reserve the right to revoke return privileges and refuse future returns and refunds. We may implement return quantity limits in such cases.
Receipt of Returned Products
After receiving your return at our warehouse, an email confirmation will be sent to acknowledge arrival and transition to inspection. Refunds are issued after passing inspection, which may take up to 5 business days.
If your return does not arrive at our facility within 2 weeks of issuance, please contact Customer Service so we can track the issue and resolve it promptly. Returns lost in transit remain your responsibility until received by us.
Cancelling an Order
If you need to cancel an order that has not yet shipped, please contact Customer Service immediately with your order details. We will attempt to halt fulfillment if caught early enough.
However, once an order enters the shipping process it can no longer be cancelled. You must then either accept and receive the delivery or return it upon arrival under this Refund Policy.
Rush processing and shipping upgrades cannot be cancelled once an order is submitted regardless of shipping status. Contact us to determine if an order can still be intercepted and cancelled.
Returning a Partial Order
If you ordered multiple products but only need to return select items, please contact Customer Service for partial return instructions.
All products from a shipped order must be returned together for tracking and restocking purposes, even items not being refunded. Mark items for return during inspection process. Returns without full original order contents may be rejected.
Refund Verification
To check the status of a refund, please contact Customer Service. We are happy to provide current status and details regarding expected resolution timelines.
Refunds are typically recognised within 10 business days, but may take longer depending on your financial institution. Please notify us if a refund is not received within the standard timeline for investigation.
Contact Us
If you have any questions about our returns, refunds, or exchanges, please contact our Customer Service team:
Website： theblackstonegrill.com
Address： 1073 W 1700 N, Logan, Utah 84321, US
Phone： (435) 252-3030
We want you to be fully satisfied with every purchase. Let us know if we can help resolve any problems or provide additional details about our policies. Your feedback helps us continuously improve. Thank you for your business!