Return and Refund Policy

Thank you for shopping at Grill Perfected! We want you to be completely satisfied with your purchase. This policy explains your rights and obligations when returning or requesting a refund for items purchased from us.

1. General Returns

1.1. 30-Day Return Window

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return (48 hours - send update with copy of delivery note)

1.2. Eligibility Criteria for Returns and Refunds

Condition of Product: Items must be returned in new, unused condition with all original tags intact, and in the original packaging. Products should not be excessively used or damaged. If the product has been minimally used, please provide details so we can assess eligibility for return.

Proof of Purchase & Delivery Note: A valid proof of purchase (e.g., receipt or order confirmation) and the delivery note are required for all returns and refund requests. The delivery note serves as confirmation that the product was received and in the original condition at the time of delivery.

Missing Components or Faulty Products: Returns will only be accepted if the product is faulty, defective, or if any components are missing. Please provide clear evidence of the fault or missing parts when submitting a return request.

Transport Damage: If the item is damaged during transport, please report this within 48 hours of delivery. Provide photos of the damage along with the delivery note to assist with the claims process. Please retain the item and its packaging for inspection.

Incorrect Orders: If you receive an incorrect item (e.g., wrong model or size), returns will be accepted. The item must be in its original condition, and we will cover the cost of return shipping for such cases.

1.3. Guarantees

1.3.1. Coverage

Materials & Workmanship: Guaranteed against defects in materials and workmanship for 5 years from the original purchase date, covering structural integrity (such as bending, warping, or deterioration) under normal usage conditions.

Structural Integrity: Includes protection against bending, warping, and deterioration under normal usage conditions.

1.3.2. Exclusions

Improper Use: Damage resulting from misuse, neglect, or failure to follow care instructions.

Consumables: Items such as grill rods, smart combs, and other replaceable parts are not covered.

Environmental Factors: Damage due to exposure to extreme environmental conditions, including saltwater corrosion or acid rain.

Cosmetic Wear: Normal wear and tear, including discoloration or surface scratches, is not covered.

1.3.3. Conditions

Proof of Purchase: A valid proof of purchase is required for all warranty claims.

Proper Maintenance: The grill must be maintained according to the care instructions provided.

Registration: Warranty registration is recommended within 30 days of purchase for expedited service.

1.4. How to Start a Return

Contact us at grillperfected@grillperfected.co.za to initiate the return.

We’ll provide instructions, including a return shipping label if the return is approved, along with details on how and where to send your package.

No Returns will be accepted without prior authorisation. Items sent back without first requesting a return may be refused.

1.5. Return Address

Once approved, please send your item to our returns address:
Please email grillperfected@grillperfected.co.za

1.6. Shipping Costs

Customers are generally responsible for the cost of return shipping, except in cases where the product is defective, damaged, or delivered in error. If the return is due to our fault, we will cover the return shipping costs. For defective products, please contact us first for a prepaid return label.

1.7. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right promptly.

2. Exceptions/Non-returnable items

2.1. Missing or Damaged Components

Components subject to damage or missing can be replaced.

2.2. Certain Types of Items

We do not accept returns for opened or used products unless they are defective. Custom/personalized products such as custom braai grids are non-returnable unless they are damaged or defective upon arrival.

Returns of hazardous materials, flammable liquids, or gases are also not accepted due to safety regulations.

2.3. Sale Items & Gift Cards

Sale items or items purchased with a significant discount may be final sale, unless otherwise stated.

Gift cards are non-returnable and cannot be redeemed for cash.

2.4. Questions About Specific Items

If you’re unsure whether your item is returnable, please reach out to grillperfected@grillperfected.co.za.

3. Exchanges

3.1. Process for Exchanges

To exchange an item, please follow the return procedure. Once your return is approved, you may place a separate order for the replacement item. Exchanges are subject to stock availability; if the item is out of stock, we will notify you and offer alternative solutions such as a refund or store credit.

3.2. Subject to Stock

Exchanges depend on product availability. If the requested item is out of stock, we will notify you and discuss alternative solutions (e.g., refund, store credit).

4. 14-Day Cooling Period

4.1. EU-Specific Right

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.

4.2. Return Criteria

The item must be in the same condition you received it, unworn or unused, with tags, and in original packaging.

You must also provide proof of purchase (receipt, order confirmation).

4.3. CPA Precedence for SA Customers

South African customers are protected under the Consumer Protection Act (CPA), which entitles them to a refund, replacement, or repair if the goods are defective or fail to meet the stated purpose.

5. Refunds

5.1. Inspection & Approval

Once we receive and inspect your return, we will notify you by email if your refund has been approved or rejected. If approved, your refund will be processed to your original payment method within 10 business days, though please note that additional time may be required by your bank or payment processor.

5.2. Processing Time

Please note, it may take additional time for your bank or credit card company to process and post the refund to your account.

5.3. Consumer Protection Act (CPA)

Under the CPA, you may be entitled to a refund or replacement if the goods fail to meet the intended purpose, have defects, or do not match sample/description.

Any terms in this policy that contradict your statutory rights under the CPA are not enforceable, and the CPA will take precedence.

6. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact us at:

Email: grillperfected@grillperfected.co.za

Phone: +27 65 543 1152

Business Address: Die Hoewes, Centurion