Product Exchange or Returns
Our TheGrillfather.com 100% Satisfaction Guarantee that your items have good workmanship and function properly in all normal environments and product handling.
Stainless Steel products ARE very delicate in when shipping and handling.
Did you know that Cardboard rubbed against your Grill Hood, Doors or Drawers will Mar to the point it cannot be returned or resold. Please read the Red information below about care and handling so you get the full value of your return.
We encourage you to call and talk to our team to rule out product or satisfaction issues. Most manufacturers will not take back any items that have been used or cooked on at all. If you have met the return conditions, you may return your product within 30 days from date of shipment for a refund of the purchase price (this does not include your original shipping fees or returns).
In order for a return to be covered by our 100% Satisfaction Guarantee, items must be fulfilled:
- You must be given an RMA or a Return Merchandise Authorization Code in order to return an item
- You will be given a specific Address to ship to in Irvine, not Santa Ana once the RMA is generated and approved by Customer Service.
- Returned in its original packaging as shipped
- All Returns must be reported within 30 days of purchase and shipped back within 3 days of issuing an RMA
- Attached with the original receipt or Verification by TheGrillFather.
- The Product CAN NOT be marred, scratched, dented, or discolored or have been physically used
- The packaging cannot be damaged.
- Customer must obtain a valid RMA before sending the return, please contact us
- Product can not have been purchased as a “Discount Price” , Due to the complexity of the discounted sale.
- Email photos of any defective items to support your case
Stainless Steel Care and Return Tips you should be aware of:
- DO NOT LET ANY CARDBOARD COME IN CONTACT OR RUB AGAINST YOUR STAINLESS
- USE THE WHITE FOAM (CALLED FRIENDLY FOAM) TO COVER ANY OUTWARD FACING AREAS THAT COULD COME IN CONTACT WITH THE STAINLESS.
- USE ORIGINAL BOX AND PACK IT IN ANOTHER BOX TO PRESERVE THE BOX AND ITEM YOU ARE RETURNING.
- YOUR ITEM WILL BE FAIRLY EVALUATED AND CREDIT WILL BE GIVEN BASED ON THE ABILITY TO RESELL THE UNIT.
On all returns, the customer is responsible for all shipping charges, including any costs incurred in getting the product both to and from the customer, regardless of whether shipping was originally charged or not. If we sold or shipped you the wrong item, we will refund your entire amount. A Restocking fee could be imposed at TheGrillFather's discretion and circumstances, at a 15% Restocking fee.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
All returns require previous communication with TheGrillfather.com and a valid RMA (Return Merchandise Authorization) Number. Please do not simply ship items back. Items must be returned prepaid in resalable condition with all documentation, hoses, etc. Please package your shipment well and insure your shipment. If your return arrives to us damaged, you will have to file a claim with the shipping company to be reimbursed for the product. We are not responsible for damages during shipping on returns. Contact us to schedule a return and check back with us several days after you have shipped it. We will not be held responsible for a refund if a follow up call is not made by the customer.
If an item is damaged upon arrival, or if we sent the wrong item, we will pay for the return shipping, and we will get the correct item to you at no extra cost. Customer must notify us within (3) days of receipt of any shipping damages. Customer is responsible for any damage to the product when shipping back to us. Please call us at 1-800-969-1026 to report this issue and we will gladly help you out.
If an item is shown as delivered by the shipping company and has not arrived, or if the item is shown as undelivered and has not arrived, please contact us within (21) calendar days of the expected delivery date to report a missing delivery. Please call us at 1-800-969-1026 to report this issue and we will gladly help you out.
The 100% Satisfaction Guarantee IS NOT covered if:
· Item has been installed or used in any manner, or items which are special ordered such as custom color (ie: outdoor kitchens, color top, etc.)
· Item has been personalized
· Item contains partial case packs. (bundles)