Refund policy
We want you to be completely satisfied with your purchase from thebbqshop.store. This policy sets out your rights to return items and receive a refund, in line with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. It forms part of our Terms & Conditions.
## 1. Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within *14 days* of receiving your goods, without giving any reason. To cancel, contact us at [support@thebbqshop.store](mailto:support@thebbqshop.store) with your order number before the 14-day period ends.
## 2. Returning Items
After cancelling, you have a further 14 days to return the goods to us. Items must be returned:
- Unused and in their original condition.
- With all original packaging, accessories, and labels intact.
- With proof of purchase (order confirmation or receipt).
## 3. Return Shipping Costs
For returns due to a change of mind, you are responsible for the cost of returning the item. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost in return transit.
If the item is faulty, damaged, or incorrect, we will cover the return shipping cost.
## 4. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed to your original payment method within *14 days*. Refunds include the original standard delivery charge but exclude any premium or express delivery upgrade you selected.
We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics, and functioning.
## 5. Faulty or Damaged Goods
Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund. Please contact us within a reasonable time at [support@thebbqshop.store](mailto:support@thebbqshop.store) with your order number and details of the fault.
## 6. Exchanges
We are happy to offer exchanges within 14 days of delivery, subject to stock availability. If you’d like to exchange an item, please contact us at [support@thebbqshop.store](mailto:support@thebbqshop.store) with your order number and the item you’d like instead. The item being returned must be unused and in its original condition and packaging. For exchanges due to a change of mind, you are responsible for the return shipping cost; if the item is faulty or incorrect, we will cover it.
## 7. Non-Returnable Items
Certain items cannot be returned for hygiene or safety reasons, or where they have been used, assembled, or customised, unless they are faulty. This does not affect your statutory rights.
## 8. How to Start a Return
To begin a return, email us at [support@thebbqshop.store](mailto:support@thebbqshop.store) with your order number and the reason for the return. We will provide the return address and full instructions.
## 9. Contact
- *Email:* [support@thebbqshop.store](mailto:support@thebbqshop.store)
- *Phone:* 01483 760750
- *Address:* 2 New Shops, 145 High Street, Old Woking, Woking, Surrey, GU22 9JW, United Kingdom