Help
Refund and Returns Policy
We expect products to arrive complete and in excellent condition. If something isn’t right, here’s how returns, damage reports and refunds work — and this doesn’t affect your statutory rights under UK consumer law.
Spotted damage on arrival? Note it with the courier at the point of delivery, then email us within 48 hours with photos — that’s the fastest way to get it resolved.
14 days
Return window from date of delivery
48 hours
To report damage, faults or missing parts
RA number
Required before sending anything back
How to return something
Four steps — returns sent without following this may be delayed or refused.
1
Email us
Send your order details and reason for return to info@openflamebbq.co.uk.
2
Get your RA number
If approved, we’ll issue a Return Authorisation number with instructions.
3
Send it back
Package it securely, reference the RA number clearly, and use a tracked service.
4
We process it
Once received and inspected, we’ll confirm your refund or exchange by email.
Once your RA number is issued, the item must be sent back within 14 days — returns sent after this may be rejected.
What can be returned
Eligibility depends on the item’s condition, not just the date.
Returns accepted when —
- Not assembled, installed, or used
- Returned in original, undamaged packaging
- Still in fully resalable condition
- Requested within 14 days of delivery
Not returnable —
- Perishables: rubs, sauces, charcoal & similar consumables
- Anything used, assembled or installed
- Items missing original packaging or not resalable
The detail
My order arrived damaged, faulty, or with parts missing — what do I do?
Inspect your order promptly on arrival. Any damage, fault or missing part should be reported within 48 hours of delivery. If the packaging looks damaged when it arrives, note this with the courier at the point of delivery. We may ask for photographic evidence to assess the issue — reporting it late may limit what we’re able to do.
A part is missing or damaged — do I get a full replacement?
Where possible, we’ll send replacement parts rather than replace the whole product. A missing or faulty component doesn’t automatically qualify the entire item for return — an exchange or return is only authorised where we can’t resolve it with replacement parts.
A fault has developed after I’ve started using it — what now?
Stop using the product immediately and email info@openflamebbq.co.uk with full details. We’ll assess the issue and advise on next steps, which may include repair, replacement, or further inspection.
Do I need approval before sending something back?
Yes — every return needs prior authorisation. Email info@openflamebbq.co.uk to request one; if approved, we’ll issue a Return Authorisation (RA) number. Returns sent without an RA number may be refused.
Who pays for return shipping?
You’re responsible for return shipping costs, unless the item is faulty, damaged, or we sent the wrong thing. Please use a tracked and insured service and keep proof of postage — we can’t take responsibility for items lost or damaged on the way back to us.
How do refunds and exchanges work?
Once we’ve received and inspected your return, we’ll confirm whether it meets our return criteria, then process a refund or exchange. Refunds go back to your original payment method. Delivery charges aren’t refundable unless the return is due to our error or a confirmed fault.
Where do I send returns?
Open Flame BBQ
Dean House Farm
Church Lane
Newdigate
RH5 5DL
Does this affect my statutory rights?
No — this policy sits alongside, and doesn’t affect, your statutory rights under UK consumer law.
Need to start a return?
Email info@openflamebbq.co.uk with your order details, or call us on 01306 866 154.