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
- At your doorwe collect kamados by pallet
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 or have it collected
You receive a return label by email for the PostNL point. Dropping it off yourself in Eindhoven is free, and you never have to lug a kamado around: we collect those by pallet transport.Refund
As soon as your return has arrived and been checked, we refund the amount via your original payment method within 5 working days, with any return costs deducted.
What does returning cost?
Fair and clear up front: if you choose to return an item yourself, we deduct the shipping costs from your refund. If the fault is ours, you pay nothing.
- €6.95
Sending a parcel back
Changed your mind because it does not fit or is different from what you expected? You get a return label by email; €6.95 is deducted from your refund. Dropping it off yourself in Eindhoven is free. - €69
Having a kamado collected
Cancelling the purchase of a kamado or another pallet product? We schedule the collection at your home. The €69 collection cost is deducted from your refund. - 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 a spare part, with no hauling.
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.
Do I have to arrange a return label myself?
No, once approved you automatically receive a return label by email. Print it, stick it on the box and drop it off at a PostNL point. Done.
How do I return a kamado?
A kamado goes by pallet transport: you do not have to pack or ship anything. After you register, we contact you to schedule collection at your home. In case of a defect or a wrong delivery 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?
As soon as your return has arrived and been checked, we refund you within 5 working days via your original payment method. If you choose to return an item yourself, the return costs are deducted from the amount.
Can I drop off my return in person?
Yes, dropping it off at our warehouse in Eindhoven is free. Choose that option when you register your return and bring your case number with you.