Returns policy

Business Customers Please scroll down to Part 2:

If you are a consumer, i.e. purchasing our products other than in the course of a business or trade, then this section will apply to you.

Your legal right to change your mind. For our standard grills (where there is a fixed price in our product list on the website) you have a legal right to change your mind about your purchase within 14 days and receive a refund of what you paid for it, excluding the delivery costs (where already shipped). This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for goods that are made to your specifications such as bespoke grills (where the product is not listed with fixed price in our product list on the website or where we have modified a standard product to you requirements).

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product.

How to let us know. To let us know you want to change your mind, contact us at info@oxgrills.co.uk with your order number and address.

You have to return the product at your own cost. You have to return it to us within 14 days of you telling us that you have changed your mind. Returns are at your own cost.

You can:

bring the product to our workshop. You will need to make an appointment and we will need to confirm you are entitled to make the return before you visit us.
send the product back to us. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Please contact us if you need advice on whether we're likely to reduce your refund.

When and how we refund you. If your product hasn't yet been delivered we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If we have already sent the product to you, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don't charge a fee for the refund.

Part 2: Business returns

If you are a business, i.e. you have bought one of our products then we will only accept returns in accordance with the section below (Damages and Warranty Issues).

Damages and Warranty Issues

Please inspect your goods upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

If your goods have been damaged in transit please contact us immediately and we will arrange for the return of the goods and we will either repair or replace the damaged item and return it to you as soon as possible.

In addition to any statutory legal rights that you have we offer a goodwill warranty that on delivery, and for a period of 12 months from the date of delivery the goods, you receive shall:

conform in all material respects with their description and any specification we have agreed with you in writing; and
be free from material defects in design, material and workmanship.

If you tell us during the warranty period within a reasonable time of discovery that some or all of the goods do not comply with the above goodwill warranty and;

you return the goods to our workshop at your cost, and
we are given a reasonable opportunity of examining such goods;

we shall, at our option, repair or replace the defective goods, or refund the price of the defective goods in full.

Please note that some items are considered "consumables". These are lift wires and firebricks. These consumable items are not subject to the goodwill warranty. Further conditions and exclusions apply to the warranty as set out in our terms and conditions.

Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.

To report damaged goods or a warranty issue, please contact us at info@oxgrills.co.uk.

Refunds

If you are entitled to a refund in accordance with this returns policy, we will notify you as soon as possible to let you know the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund for you.