You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, You must report this within 72 hrs of receiving the item).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Most products ship within 5-7 days of being ordered and frame kits take 7-10 days to manufacture before they ship. Items that are shipped via UPS usually take 5-7 days for delivery once shipped. Large items are shipped via freight curbside delivery. We need your phone number to give to the freight company to set-up delivery. DIY BBQ is not responsible for any additional fees that the freight company may charge. Please note that sometimes items will ship directly from the manufacturer.
The customer will receive a phone call and/or email with the tracking info for delivery of all freight shipments. Someone must be present to sign for the shipment. Please make sure to inspect for damage before signing the delivery receipt. Please note that if you are not available for delivery and the item is returned to us, you are responsible for a 20% restocking fee plus freight charge both ways.
The customer is asked to be sure and note any obvious damage on the delivery receipt. In some cases concealed damage does occur. In this case please notify DIY BBQ within 1 day of receipt. If DIY BBQ is not notified within 1 day of delivery, we can not be held responsible for any damages that occurred during shipping and you will have to deal directly with the delivery carrier for damages not reported within 1 day of receipt.
The customer will notify DIY BBQ of any missing parts with-in 72 hours of the item being delivered and/or signed for. Please notify DIY BBQ of what parts are missing by either send an email to firstname.lastname@example.org or calling the customer service department at 800-289-3492. Any missing items reported after the 72 hour period can not be replaced.