At Grill Genius Store, we stand behind our premium grilling equipment with the same confidence we have in our perfect sear marks. If you’re not completely satisfied with your purchase, our straightforward returns process ensures your experience remains as smooth as our grill surfaces.

Key Points:
  • 15-day return window from delivery date
  • Free returns for defective items
  • Original packaging required for grills and large items
  • Refunds processed within 5 business days

Our Return Policy

We accept returns of most items within 15 days of delivery. To be eligible for return, items must be:

  • In original condition (unused, unassembled)
  • In original packaging with all parts included
  • Accompanied by proof of purchase
Non-Returnable Items:
  • Custom or special order grills (marked as such on product page)
  • Opened bags of wood pellets or charcoal
  • Used grilling tools (for hygiene reasons)
  • Final sale items (clearly marked)

Step-by-Step Return Process

1. Initiate Your Return

Contact our customer service team within 15 days of receiving your order:

Return Request Template:

Subject: Return Request – #12345

Dear Grill Genius Team,

I would like to return the following item from my order #12345:
– [Product Name]
– [Quantity]
– [Reason for return: defective/wrong item/change of mind]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

2. Receive Return Authorization

Within 1-2 business days, we’ll email you:

  • Return authorization number (required for processing)
  • Shipping instructions
  • Return address (3772 Margaret Street, Houston, TX 77022)

3. Package and Ship Your Return

For grills and large items:

  • Repackage in original boxes with all protective materials
  • Include all manuals, accessories, and parts
  • Affix the provided return label (for defective items)

Note: Customers are responsible for return shipping costs unless the return is due to our error or defective product.

4. Receive Your Refund

Once we receive and inspect your return:

  • Refund method: Original payment method
  • Processing time: 3-5 business days after inspection
  • Refund amount: Full purchase price minus original shipping costs (unless return is our error)
International Returns:
For customers outside the U.S. (excluding some Asian countries and remote areas):
  • You may be responsible for customs/duties fees
  • Return shipping costs are not refundable
  • Allow extra time for international transit

Exchange Process

For exchanges (size, color, or model changes):

  1. Follow the standard return process above
  2. In your email, specify “Exchange Request” and your desired replacement
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If your grill or accessory arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange free return shipping and expedite your replacement

Questions?

Our customer service team is ready to assist with any return questions. Contact us at:

Grill Genius Store
3772 Margaret Street
Houston, TX 77022
Email: [email protected]

Now that you know our hassle-free return policy, fire up your confidence and shop our premium grills and accessories today!