Return or exchange?
Not entirely happy, or is something wrong with your order? Within 14 days of receipt you can arrange your return below, with no account, in two minutes.
- 14 dayscooling-off period after receipt
- Freein case of a defect or wrong delivery
- Within 14 daysrefund after we receive your return
Self-service
Register your return
Find your order using your order number and email address. You do not need an account and it takes two minutes.
Already have an account? Track your returns under My account.
How returning works
Register your return online with your order number and email address. Our system assesses your request straight away, so you often get your return instructions immediately.
Register your return
Find your order using your order number and email address, tick the items and choose a reason for each one. In case of damage or a wrong delivery, add a few photos.Instant approval or a quick check
Within the cooling-off period we approve your return automatically. If you report a defect or a wrong delivery, a member of staff assesses your request within 1 working day.Send it back
You receive the return instructions by email. You send the package back yourself; shipping costs are at your expense. Returning a kamado? Contact us first and we will arrange transport.Refund
Once your return has arrived, we refund the amount within 14 days via your original payment method.
What does returning cost?
Honest and clear upfront: if you choose to return, the cost of sending it back is yours. If the mistake is ours, you pay nothing.
- Your own cost
Sending a parcel back
Changed your mind or not what you expected? You send the package back yourself and pay the shipping. You get the purchase price back within 14 days. - Your own cost
Returning a kamado
Decided against a kamado or another heavy product? Contact us first and we will arrange transport. Transport costs are at your expense. - Free
Defective or wrongly delivered
Arrived broken or received the wrong item? Add photos when you register. Once approved, all costs are on us, and we often solve it with a replacement or part.
Frequently asked questions about returns
How long do I have to return something?
You have a 14 day cooling-off period after receiving your order. Are you later than that? Register your return anyway. We then assess it by hand and are happy to think along with you.
Do I need an account to register a return?
No. Your order number and the email address on your order are enough. If you do have an account, My account → Returns also shows all your current returns with their latest status.
How do I send my return?
Once approved, you receive the return instructions by email. You ship the package yourself, at your own cost. If something is defective or wrongly delivered, we arrange it and you pay nothing.
How do I return a kamado?
After registering, contact us and we will arrange transport for your kamado. Transport costs are at your expense. If it is defective or wrongly delivered, we exchange it free of charge.
My order arrived damaged. What now?
Sorry to hear it. Register your return and choose 'Defective or damaged' as the reason. Add a few clear photos; a member of staff assesses your report within 1 working day. All costs are then on us, and we often send a replacement or a single part straight away.
When do I get my money back?
Once your return has arrived, we refund you within 14 days via your original payment method.