Refund policy

Returns & Refund Policy

We want you to feel confident in your purchase. Please review our return policy carefully before placing your order.

60-Day Return Policy

All eligible products are covered under our 60-day return policy from the original date of purchase.

Return Eligibility

To qualify for a return:

  • Products must be unused and uninstalled

  • Products must be in their original shipping container(s) — no exceptions

  • Products must be returned using the same shipping method in which they were received

    • Freight deliveries must be returned via freight truck

  • Customer is responsible for all return shipping costs

  • Products should be insured for full retail value using a traceable shipping carrier

Once your return is received, we will perform a complete inspection to determine eligibility for refund.

Refund Breakdown

Unopened & Unused Items

If the product:

  • Has not been opened or used

  • Is returned in original shipping container(s)

You will receive a refund minus the original outbound shipping costs incurred by AmericanOutdoorGrillShop.com.

Opened or Unsellable Items

If the product:

  • Has been removed from its original shipping container(s) we may require images to confirm the package integrity

  • Is determined to be unsellable, the order will not be refunded, and the product will be returned to you at your expense.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Special Order items (All sales final)

  • Gas appliances that have been installed

  • Warranty-related or defective products (see below)

Warranty & Defects

In the event of a product defect or warranty-related issue:

  • The product cannot be returned

  • Customers must file a manufacturer warranty claim

  • We are not reasonable for labor expenses or provide services to repair warrantied products. 

Please contact us and we will guide you through the warranty process.

Shipping Damage

Customers must notify us of shipping damage within 48 hours of delivery.

Failure to report damage within this timeframe may affect claim eligibility.

Return Process

  1. Contact us to request a Return Authorization.

  2. Once approved, ship the product back following the requirements above.

  3. Email your tracking number by replying to your Return Authorization email.

Failure to provide tracking information may result in delays in processing your refund.

AmericanOutdoorGrillShop.com is not responsible for damage incurred during return transit.

Exchanges

The fastest way to exchange an item is to:

  1. Return the item you currently have.

  2. Once the return is accepted, place a new order for the replacement item.

Refund Processing

Once your return is received and inspected:

  • We will notify you if your refund is approved.

  • Approved refunds are issued to your original payment method within 10 business days.

  • Please note that banks and credit card companies may take additional time to process and post refunds.

Need Assistance?

If you have any questions or need help with a return, please contact us:

📞 888-290-9854
📧 orders@americanoutdoorgrillshop.com

We are happy to assist you.