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Returns Policy

General Rules for Returns

1. Any issues or concerns must be reported within 30 days of the delivery date. We regret to inform you that we cannot entertain any return requests submitted after this timeframe. Please be advised that exceptions may apply.

For Sierra, Ikon, Primo, & Axis orders, it is 90 days within the delivery date

For Le Feu orders, its 14 days within the delivery date

For Belforno orders, its 15 days within the delivery date

For Pinnacolo orders, its 10 days within the delivery date

For The Fire Pit Gallery orders, all sales are final for commissioned pieces

 

2. Any orders canceled or refused after the product has been shipped will incur the specified restocking fee outlined below.

3. In the event that the customer provides an incorrect shipment address or phone number, leading to the freight carrier's inability to deliver the package, the shipment will be returned to the warehouse, and the corresponding restocking fee outlined below will be applicable.

4. A minimum restocking fee of 15% will be applied to all returns. This policy is applicable only to uninstalled, unused products in their original packaging, including the box and any pallet. It's essential to note that if the original packaging, including the box, is unavailable, the return will not be eligible under this policy. Products that have been used or installed are not eligible for return.

For an in-depth policy by Brand, please read below:

Return Policy Fee By Brand

Sierra, Axis, Primo, Ikon - 35% Restocking Fee & Return Shipping Fee

Pro Forno - 25% Restocking Fee & Return Shipping Fee

Kokomo Grills - 30% Restocking Fee & Return Shipping Fee

Pinnacolo - 20% Restocking Fee & Return Shipping Fee

Univex - 35% Restocking Fee & Return Shipping Fee

Thor Kitchen - 15% Restocking Fee & Return Shipping Fee

All Other Brands - Minimum 15% Restocking Fee and Return Shipping Fee

In specific instances, the customer may bear the responsibility of packing the item(s) and directly shipping the product through a FedEx or similar carrier.

The following products are not eligible for returns or exchanges:

  1. Any product that has been modified.
  2. Any product that is not in resalable condition.
  3. Any product not accompanied by an Order Number.
  4. Any product that is not in the original box with original packaging materials.
  5. Any accessories, including but not limited to: range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, line guards, wall mounts, linesets, couplers, and any other accessories

Damaged Products

In the unlikely event that you receive a damaged order, please follow these simple steps:

  1. If the box exhibits clear damage upon delivery, capture clear photos of the damaged box, refuse the package, and document the damages with the delivery driver on the Bill of Lading or Freight Bill.

  2. If there are no damages visible on the box, inspect your package immediately upon receipt from the freight carrier. If you discover damages to the product, take pictures and promptly send them to us.

  3. Email our Customer Experience team at: grillmaster@pizzaovenus.com  or +1(857) 353-8695 with your Order Number, details of the issue, and attached photos.

  4. Our Customer Experience team will swiftly assist you by arranging for a replacement unit to be sent out.

Important Note: All damages must be reported within 24 hours of delivery. Claims reported after the 24-hour mark will be denied

Exchange Policy

General Rules for Exchanges

1. Requests for exchanges must be reported within 30 days of delivery. We regret to inform you that we cannot accommodate any exchange requests submitted after this period.

2. Additionally, a minimum restocking fee of 15% will be applied to all exchanges, as outlined in the restocking fees by brand provided above.

3. This Exchange Policy is applicable only to uninstalled, unused products in their original packaging, including the box and/or pallet. It's important to note that if a product has been used or installed, it is ineligible for exchange.

 

Here's how we process exchanges:

  1. Arrange Pickup: We will coordinate the pickup of the returned product(s).

  2. Warehouse Inspection: Our warehouse team will receive the product and ensure that it is in new and unused condition.

  3. Refund Issued: Upon successful inspection, the customer will receive a refund, with the restocking fee deducted.

  4. New Order: The customer can then proceed to process a new order for the desired exchange item.

Refund Processing

Refunds will be processed once the warehouse receives, inspects, and completes the processing of your return or exchange. The refunded amount will be credited to the original payment method and may take up to 72 hours to reflect on your statement.

 

International Shipping and Warranty Voidance

We take immense pride in offering high-quality products and a comprehensive warranty to our customers. However, it's important to note that shipping the purchased goods outside the United States or personally transporting the products beyond the country after initially shipping them to a domestic United States address will automatically void the warranty for those products. Our warranty coverage is specifically tailored for products used within the United States, and any international shipping or transportation outside the country may expose the items to different conditions, regulations, and handling procedures, potentially compromising their intended functionality and performance. We strongly discourage such actions if you intend to maintain the validity of the warranty. If you have any questions or concerns, please feel free to contact our customer support team before making any decisions regarding international shipping or transporting products outside the country after receiving them at a domestic United States address. Your understanding of these terms is greatly appreciated