All Sales Are Final
Once your order has shipped, the sale is final. Due to the custom nature, high value, and specialized freight handling of professional-grade grills and ovens, all sales are final once the item has shipped. We do not accept returns for buyer’s remorse, incorrect ordering, or measurement issues. No returns are accepted for special order or discontinued items.
The Mandatory “Driver Present” Inspection
You must inspect your shipment before the delivery driver leaves your premises.
- Visible Box Damage
If the outer packaging is crushed, punctured, or dented, you must refuse the shipment. Note “Refused due to damage” on the delivery receipt and take clear photos immediately.
- The Impact of a Signature
Signing the delivery receipt (BOL) without specific notes of damage confirms that the shipment arrived complete and in acceptable condition. Once signed “clean,” the carrier’s liability for a full freight-damage claim may be denied or significantly limited.
Strict Reporting Windows
- Concealed Damage
If damage is discovered after unpacking, it must be reported within forty-eight (48) hours of delivery.
- Claim Payout Limitations
Per distributor policy, claims for concealed damage discovered after a clean signature may be denied or capped at a portion of the product cost. If a claim payout is capped or denied, the receiver may be responsible for any unreimbursed repair or replacement costs.
- Documentation Requirements
All damage reports must include clear photos of the damaged product and the original packaging. Do not discard any packaging materials until the claim process is fully resolved.
Exclusions
- Installed or Used Items
Any item that has been installed, gas-tested, or used is non-returnable under any circumstances.