Refund policy
Return and Refund Policy
This Return and Refund Policy applies to purchases made from GRILLMARKET LTD.
Company details
Trade name: GRILLMARKET LTD
Company number: 17282051
Email: sales@grillmarket.store
Registered / physical address: 36-37 Albert Embankment, London, England, SE1 7TL
GRILLMARKET LTD sells grills, barbecue equipment, accessories and related products through an online fulfilment model. Some orders may be dispatched, handled, inspected or returned through our third-party fulfilment, warehouse or logistics partners. However, your purchase contract is with GRILLMARKET LTD, and all return and refund requests must be made directly to us.
1. Change-of-mind returns
If you are a UK consumer and you bought goods online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you have a further 14 days to return the goods to us or to the return address we provide.
To start a return, please email us at:
Please include:
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your full name;
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order number;
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delivery address;
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product name;
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reason for return, if you wish to provide one;
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photographs of the product and packaging, where relevant.
We will then provide return instructions. Please do not send items to our physical address unless we have specifically confirmed this in writing. Because we use a fulfilment model, the correct return address may be a warehouse, fulfilment centre or supplier return facility.
2. Condition of returned products
Returned products should be:
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unused;
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clean;
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in their original packaging where possible;
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complete with all parts, manuals, accessories and safety documents;
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securely packed for transport.
For grills and barbecue equipment, the product must not have been used for cooking, fuelled, burned, altered, installed outdoors for use, damaged, assembled beyond what is reasonably necessary for inspection, or exposed to smoke, grease, charcoal, gas or food residue.
You may inspect the goods in the same way you would in a shop. However, if the item has been used, damaged, handled beyond what is necessary to inspect it, or returned incomplete, we may make a reasonable deduction from your refund to reflect any reduction in value.
3. Return shipping costs
For change-of-mind returns, you are responsible for the cost of returning the goods, unless we agree otherwise in writing.
For large, heavy or bulky items, such as grills, BBQ units or outdoor cooking equipment, we may offer a collection service. If the return is not due to a fault, incorrect item or our error, a collection charge may apply. We will confirm any collection cost before arranging collection.
We recommend using a tracked and insured delivery service. You are responsible for the goods until they are received at the return address provided by us.
4. Refunds
Once we receive and inspect the returned goods, we will notify you whether the refund has been approved.
If approved, refunds will be made to the original payment method. We will process the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back.
Where applicable, we will refund the standard delivery charge paid at the time of purchase. If you selected a premium, express or enhanced delivery option, we will only refund the amount equivalent to our standard delivery option.
Please note that banks and payment providers may take additional time to process and display the refund.
5. Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incomplete, not as described, or you receive the wrong item, please contact us as soon as possible at:
Please include:
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your order number;
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a description of the issue;
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photographs or videos showing the problem;
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photographs of the packaging, delivery label and any visible damage.
If the goods are confirmed to be faulty, damaged, incorrect or not as described, we will offer an appropriate remedy, which may include a repair, replacement, refund or return collection, depending on the circumstances and your legal rights.
Where the return is due to our error, a faulty product, transport damage or an incorrect item, we will cover reasonable return shipping costs or arrange collection.
Nothing in this policy limits your statutory rights.
6. Delivery damage
Please inspect your order when it arrives. If the packaging is visibly damaged, please take photographs before opening it.
If possible, report delivery damage to us within 48 hours of delivery so we can raise the issue with the courier or fulfilment partner quickly. Reporting later does not remove your statutory rights, but early reporting helps us resolve the issue faster.
7. Non-returnable items
Unless faulty, damaged or not as described, the following items may not be eligible for return:
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personalised or custom-made products;
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products that have been used for cooking or exposed to fuel, smoke, grease, charcoal, gas or food residue;
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products damaged by misuse, incorrect assembly, improper storage, weather exposure or failure to follow product instructions;
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opened consumable items, such as charcoal, wood pellets, firelighters, cleaning chemicals or similar accessories;
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items returned incomplete or without essential components.
8. Exchanges
We may offer exchanges where stock is available. If you would like to exchange an item, please contact us at sales@grillmarket.store.
If the replacement item costs more than the original item, you may need to pay the difference. If it costs less, we will refund the difference.
9. Cancellations before dispatch
If you wish to cancel an order before it has been dispatched, please contact us immediately at:
We will try to cancel the order before fulfilment. However, because orders may be processed quickly by our fulfilment partners, cancellation before dispatch is not always guaranteed.
If the order has already been dispatched, you may still request a return after delivery in accordance with this policy.
10. Refunds for refused or undeliverable parcels
If a parcel is refused, not collected, or returned to sender because the customer provided incorrect or incomplete delivery details, we may deduct reasonable delivery, return, storage or handling costs from any refund, unless the return was caused by our error.
11. Manufacturer warranties
Some products may include a manufacturer’s warranty. Any warranty is in addition to, and does not replace, your statutory rights.
If you need help with a warranty claim, please contact us and we will guide you through the process where possible.
12. How to contact us
For all return, refund, cancellation, damaged item or warranty queries, please contact:
GRILLMARKET LTD
Company number: 17282051
36-37 Albert Embankment, London, England, SE1 7TL
Email: sales@grillmarket.store