Returns Policy

BBQ-BITS Returns and Refunds Policy

Returns at a Glance

BBQ-BITS will pay the return cost when:

  • The item arrives damaged.

  • The item is faulty.

  • We send the wrong item.

  • The item is materially different from its description.

  • We recommend an incompatible part after being given complete and accurate barbecue details.

The customer is responsible for the return cost when:

  • The correct item was supplied as ordered, but it does not fit.

  • The wrong barbecue model, part, size, shape or style was selected.

  • Incorrect or incomplete compatibility information was provided.

  • The customer changes their mind or no longer requires the item.

This policy applies to consumer purchases made through the BBQ-BITS website and does not affect your statutory rights.

Please Check Compatibility Before Ordering

Barbecue parts can vary between models that look very similar. Parts may also differ according to the barbecue’s model number, production year, fuel type and specification.

Before ordering, please check:

  • The barbecue manufacturer and model number.

  • Any model, serial or product code shown on the barbecue.

  • The measurements shown on the product page.

  • The shape, connection points and mounting positions.

  • Whether the part is suitable for gas, charcoal or electric equipment.

  • Any compatibility notes included in the product description.

Please do not rely only on the appearance of a part or the general name of the barbecue.

Where you are unsure, contact BBQ-BITS before ordering and provide clear photographs, measurements and the full model information. We will do our best to help identify the correct item.

Change-of-Mind and Incorrectly Ordered Returns

You may cancel an online order within 14 days of receiving it without giving a reason. After telling us that you wish to cancel, you must return the item within a further 14 days.

This includes situations where:

  • You ordered the wrong part.

  • The product does not fit because the wrong model or measurements were selected.

  • You ordered the wrong size, shape, finish or style.

  • The correct product was supplied, but it is unsuitable for your barbecue.

  • You no longer want or require the product.

For these returns, you are responsible for arranging and paying the return postage. BBQ-BITS will not provide a prepaid return label.

Returned products should be:

  • Unused and unfitted.

  • Free from grease, soot, food residue and fuel contamination.

  • Complete with all supplied parts, fittings and instructions.

  • Securely packaged to prevent damage in transit.

  • Returned in the original product packaging where reasonably possible.

You may inspect a product as you would in a shop. We may reduce the refund where the product has lost value because it has been fitted, used, heated, marked, altered or handled beyond what was reasonably necessary to inspect it.

Free Returns for Faulty, Damaged or Incorrect Items

BBQ-BITS will cover reasonable return costs where:

  • The product arrives damaged.

  • The product is faulty.

  • The wrong product was placed in the package.

  • Parts, fittings or components are missing.

  • The product is materially different from the website description.

  • We confirmed compatibility using accurate information supplied by you, but the product is incompatible.

Please contact us before returning the product. Once the issue has been reviewed, we may:

  • Provide a prepaid return label.

  • Arrange a collection.

  • Reimburse reasonable return postage agreed with us in advance.

  • Send a replacement without requiring the original item to be returned, where appropriate.

Please do not send an item back without contacting us first, as this may delay the return or refund.

Reporting a Damaged or Incorrect Delivery

Please inspect your order as soon as reasonably possible after delivery.

Where the packaging or product appears damaged, or the wrong item has been supplied, please contact us promptly and preferably within 48 hours. This preferred reporting period helps us investigate the issue with our warehouse and courier but does not limit your statutory rights.

Please provide:

  • Your order number.

  • A description of the problem.

  • Photographs of the item received.

  • Photographs of the external and internal packaging.

  • A photograph of the delivery label.

  • Photographs showing any product codes or labels.

  • Details of the item you expected to receive.

Please retain the item and all packaging until we have advised you what to do.

Fitting, Using or Modifying Products

Please compare the new part with the original part before installation.

Do not fit, ignite, connect or use an item if it appears damaged, incorrect or incompatible. Contact BBQ-BITS first.

For change-of-mind or incorrectly ordered returns, we may reduce the refund to reflect loss in value where a product has been:

  • Installed or fitted to a barbecue.

  • Exposed to heat, flames, smoke, grease or food.

  • Connected to a gas or electrical supply.

  • Scratched, bent or damaged during fitting or removal.

  • Drilled, cut, painted, welded or otherwise modified.

  • Returned with missing parts or fixings.

This does not remove your statutory rights where an item is faulty, unsafe, incorrectly supplied or not as described.

BBQ-BITS is not responsible for faults or damage caused by incorrect installation, misuse, unauthorised modification, failure to follow the manufacturer’s instructions or use with incompatible equipment.

Gas and electrical parts should be installed and checked by a suitably competent person in accordance with the product and barbecue manufacturer’s instructions.

Compatibility Advice

Where you ask BBQ-BITS to help identify a part, you must provide complete and accurate information, including the barbecue manufacturer, model number, fuel type, measurements and any requested photographs.

If we recommend the wrong item after receiving complete and accurate information, we will cover the reasonable return cost.

If the recommendation is incorrect because the information provided was incomplete, inaccurate or related to a different model, the return will be treated as an incorrectly ordered return and the customer will be responsible for the return postage.

Refunds

Once a returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

For statutory change-of-mind cancellations, refunds will be made within 14 days of:

  • Receiving the returned product; or

  • Receiving satisfactory evidence that the product has been sent back, where applicable.

Where you cancel and return an entire order, we will refund the original standard delivery charge. If you selected an enhanced, timed or express delivery service, we are only required to refund an amount equal to our standard delivery charge.

Original delivery charges may not be refundable when only part of an order is returned.

Customer-paid return postage for a change-of-mind or incorrectly ordered return is not refundable.

Faulty Products

Products must be of satisfactory quality, fit for their intended purpose and as described.

Where a product is faulty, your legal remedies may include a refund, repair or replacement depending on the circumstances and when the fault is reported.

We may request photographs, video, product information or the return of the item so that the reported fault can be assessed. We will cover reasonable return costs where a product is confirmed or reasonably believed to be faulty.

A product will not normally be considered faulty where the issue was caused by:

  • Incorrect installation.

  • Use with an incompatible barbecue or appliance.

  • Normal wear and tear.

  • Accidental damage.

  • Misuse or neglect.

  • Failure to maintain or clean the product.

  • Exposure to conditions outside its intended use.

  • Modification or attempted repair by the customer or another person.

Nothing in this section limits your statutory rights.

Custom-Made or Modified Products

The statutory right to cancel may not apply to products that have been genuinely made, cut or modified to your individual specifications.

This does not apply where the product is faulty, damaged, incorrectly supplied or not as described.

Where applicable, we will clearly identify customised products before the order is placed.

Exchanges

Where you ordered the wrong part and require a different product, the original product must normally be returned and inspected before a replacement can be arranged.

The customer will be responsible for:

  • Returning an incorrectly ordered product.

  • Any price difference for the replacement.

  • Delivery of the replacement product.

We may process the replacement as a separate new order.

Where BBQ-BITS supplied the wrong product, we will arrange the return and replacement at no additional cost.

How to Arrange a Return

To request a return:

  1. Contact us at sales@bbq-bits.co.uk

  2. Provide your order number and the reason for the return.

  3. Include photographs and compatibility information where relevant.

  4. Wait for our return instructions before sending the item.

  5. Package the product carefully and include your order details inside the parcel.

Unless we have supplied a prepaid service, we recommend using a tracked and adequately insured delivery method. The returned product remains your responsibility until it reaches us.

Returns should be sent only to the address provided in our return instructions:

BBQ-BITS
Unit 24 Folly Farm
Ramsdell
Tadley
Hampshire
RG26 5GJ

Please do not return products to the manufacturer, courier or any address printed on the original packaging unless we have specifically instructed you to do so.

Statutory Rights

Nothing in this policy excludes or limits your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable UK consumer law.