Refund and Returns Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange unless noted in our Return Policy Exceptions.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, including rubs and/or sauces cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable products

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Books with obvious signs of use
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds will be issued in the same way they were originally paid and can take up to 5 working days to process.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us here.

Sale items

Only regular priced items may be refunded. Sale or clearance items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. Your rights under this change-of-mind policy are in addition to any rights you have under consumer laws. Postage must be paid by the returnee and will not be refunded from the original order. If you need to exchange it for the same item, send us an email at info@heatgrill.com.au and send your item to: 619-623 Bridge Road, Richmond VIC 3121.

Gifting

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Returns

To return your product, you should mail your product to:

619-623 Bridge Road, Richmond VIC 3121.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Return Policy Exceptions

Damaged, Defective or Missing Items

We stand by our products and want you to be happy with your purchase. If an order arrives and is damaged, defective or incomplete, contact us at 03 9429 6888 or email us here.

Incorrect Order upon Arrival

If your order is incomplete or incorrect, please contact us on 03 9429 6888 or email us here.

Need Help?

Contact us at info@heatgrill.com.au for questions related to exchanges, refunds and returns.