Refund policy

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods. You then have another 14 days to return the items.

To qualify:

• Items must be unused, in original packaging, and in resaleable condition.
• You must notify us in writing (email or contact form) within the cancellation period.
• Return shipping costs are the responsibility of the customer unless the item is faulty.

If your item is:

• Faulty
• Not as described or incorrect

Please contact us immediately upon delivery.

We’ll offer a repair, replacement, or full refund, and cover return shipping costs.

You may be asked to provide:

• A description of the issue
• Photos or videos (if applicable)
• Proof of purchase

Damaged in Transit

If your order arrives damaged, you must notify us as soon as reasonably possible and before the product is assembled, installed, used, or
modified.

To assess a transit damage claim, we will require:

• Photographs of the outer packaging, including the shipping label.
• Photographs of any packaging damage.
• Photographs of the product within its original packaging before assembly.
• Photographs of the damage to the product.

These images help us verify the condition of the goods upon delivery and assess claims fairly and consistently.

Assembly, use, modification of the product, or disposal of packaging before the damage is reported may limit our ability to verify and process a transit damage claim.

Where a claim can be verified, we may offer a repair, replacement, partial refund, full refund, or other appropriate remedy in accordance with your statutory rights

We do not accept returns for:

• Assembled or used BBQs
• Custom or personalised items
• Perishable goods (e.g. food, charcoal)
• Hazardous materials (e.g. gas canisters)
• Sale items or gift cards (unless faulty)

Assembled or Used BBQs

Once a BBQ has been assembled, it cannot be returned because
it is unwanted, unsuitable, or due to a change of mind.

Returns of assembled BBQs will only be accepted where a
fault or transit damage claim can be verified. Transit damage claims must
comply with the requirements set out in our Damaged in Transit section.

This does not affect your statutory rights.

To initiate a return:

• Email us at hi@emberandironbbq.com with your order number and reason for return.
• Wait for confirmation and a Return Authorisation Number (RAN).
• Package the item securely and include the RAN.
• Send to the address provided using a tracked service.

Once your return is received and inspected:

• We’ll notify you of approval or rejection.
• Approved refunds will be processed to your original payment method within 5–10 business days.
• Original delivery charges are non-refundable unless the item was faulty or incorrect.

We do not offer direct exchanges. Please return the item for a refund and place a new order.

Most BBQs sold by Ember & Iron Ltd come with a manufacturer’s warranty ranging from 1 to 10 years, depending on the brand and model.

To activate your warranty:

• Visit the manufacturer’s website listed in your product manual or packaging.
• Complete the online registration form using your serial number and proof of purchase.
• Registration must be completed within 30 days of delivery to ensure full coverage.

If you need help locating the registration page or confirming warranty terms, please contact us at hi@emberandironbbq.com .

This policy does not affect your statutory rights under the Consumer Rights Act 2015.