At Smokey Ridge Grills Shop, we stand behind our premium grilling equipment with the same confidence that professional pitmasters place in our products. While we meticulously craft each grill to perfection, we understand that sometimes a return or exchange may be necessary. This policy outlines our straightforward process to ensure your satisfaction.

Our Return Promise

We accept returns within 15 days of delivery for most items in their original condition (unused, unassembled, with all original packaging and tags). Like the precise temperature control of our commercial-grade grills, we’ve designed this policy to be both flexible and reliable.

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned:

  • Grill Covers (once removed from packaging)
  • Charcoal & Wood products (combustible materials)
  • Any item that shows signs of use or assembly

Simple 3-Step Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] within 15 days of receiving your order. Include the following information using our template below:

Subject: Return Request for Order #[Your Order Number] Dear Smokey Ridge Grills Shop Team, I would like to request a return/exchange for my recent purchase: Order Number: [Insert] Product Name: [Insert] Reason for Return: [Insert: Wrong Size, Defective Item, Changed Mind, etc.] Preferred Resolution: [Refund / Exchange for (specify product)] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number and shipping instructions. Note: Returns without an RMA number cannot be processed.

Step 3: Ship Your Return

Securely package the item(s) using the original packaging and include all accessories and documentation. Affix the provided return label (for U.S. returns) or follow international return shipping instructions. For your protection, we recommend:

  • Using a trackable shipping service
  • Insuring the package for its full value
  • Retaining your shipping receipt until the refund processes

Refund Processing

Once we receive and inspect your return (typically within 5 business days after arrival):

  • Timing: Refunds are processed within 3-5 business days after approval
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Policy

Prefer a different grill model or accessory? We happily process exchanges for items of equal or greater value. The process is identical to returns, with these additional details:

  • You’ll be responsible for any price difference
  • New shipping fees apply for the replacement item
  • Exchanges typically ship within 2 business days after we receive your return

International Returns (Asia & Remote Areas)

For customers outside our standard service areas:

  • You are responsible for return shipping costs and any applicable duties/taxes
  • Refunds will exclude original international shipping fees
  • Processing may take additional time due to customs clearance

Damaged or Defective Items

If your grill arrives damaged or with manufacturing defects (a rare occurrence given our quality standards), contact us immediately at [email protected] with photos of the damage. We’ll arrange a free replacement or repair at our discretion.

Questions?

Our customer service team of grilling enthusiasts is here to help. Contact us at:

Email: [email protected]
Mail: Smokey Ridge Grills Shop, 5000 V Street Northwest, Washington, US 20007

We appreciate your trust in Smokey Ridge Grills Shop and stand ready to ensure your complete satisfaction with our premium grilling products.

Happy Grilling,
The Smokey Ridge Grills Shop Team