Returns, Refunds and Exchanges

Returns, Refunds & Exchanges

At Open Flame BBQ, we expect products to arrive complete and in excellent condition. If something isn’t right, the following terms apply.

1. Eligibility for Returns

Returns will only be accepted where:

  • The item has not been assembled, installed, or used
  • It is returned in original, undamaged packaging
  • It remains in a fully resalable condition

We operate a 14-day return window from the date of delivery. Requests made outside this period will not be accepted.

2. Reporting Issues (Damage, Faults, Missing Items)

You must inspect your order promptly on arrival.

  • Any damage, fault, or missing part should be reported within 48 hours of delivery
  • Where packaging appears damaged on arrival, this should be noted with the courier at the point of delivery
  • We may request photographic evidence to assess the issue

Failure to report issues within a reasonable timeframe may limit the options available to resolve the matter.

3. Replacement Parts Policy

If a product arrives with a missing or damaged component, we will supply replacement parts where possible.

A missing or faulty component does not automatically qualify the entire product for return.
An exchange or return will only be authorised where we are unable to resolve the issue with replacement parts.

4. Faults After Use

If a fault develops after delivery:

We will assess the issue and advise on the appropriate next steps, which may include repair, replacement, or further inspection.

5. Return Authorisation

All returns must be approved in advance.

  • You must contact info@openflamebbq.co.uk to request a return
  • If approved, you will be issued with a Return Authorisation (RA) number
  • Returns received without prior authorisation may be refused

Once an RA number is issued, the item must be returned within 14 days. Returns sent after this period may be rejected.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly
  • You must use a tracked and insured service and retain proof of postage

We are not responsible for items lost or damaged during return transit.

7. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods, including rubs, sauces, charcoal, and similar consumables
  • Any product that has been used, assembled, or installed
  • Items not returned in original packaging or not in resalable condition

8. Refunds & Exchanges

Once a returned item is received and inspected:

  • We will confirm whether it meets our return criteria
  • If approved, a refund or exchange will be processed

Refunds are issued to the original payment method. Delivery charges are non-refundable unless the return is due to our error or a confirmed fault.

9. Returns Process

To ensure your request is handled efficiently, you must follow the correct process:

Step 1:
Email info@openflamebbq.co.uk with your order details and reason for return.

Step 2:
If approved, you will receive a Return Authorisation number along with instructions.

Step 3:
Package the item securely and return it using a tracked service. Ensure the RA number is clearly referenced.

Step 4:
Once received and inspected, we will process your refund or exchange and notify you by email.

Failure to follow this process may result in delays or refusal of your return.

10. Return Address

Open Flame BBQ
Dean House Farm
Ghurch Lane
Newdigate
RH5 5DL

11. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.