Refund policy

At Ember & Iron Ltd we want you to be delighted with your BBQ and accessories. If you're not completely satisfied, we're here to help.

1. Change of Mind Returns (Online Orders)


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.

2. Faulty, Damaged or Incorrect Items


If your item is:

  • Faulty
  • Damaged in transit
  • Not as described or incorrect

Please contact us immediately upon delivery.

If the item is damaged in transit, it is essential that you notify us right away so we can raise it with our courier partners and resolve the issue quickly.

To help us verify the condition of the item and protect against false damage claims, we highly recommend taking videos or photos of the item being unloaded from the delivery vehicle before any handling takes place.

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

3. Non-Returnable Items


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)

4. Return Process


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.

5. Refunds


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.

6. Exchanges


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

8. Warranty Registration


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 .

7. Statutory Rights


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