Refund policy
RETURN AND REFUND POLICY
At Raw Fire BBQ, we take immense pride in the quality of every product we offer. Your satisfaction is our highest priority, and we want you to feel completely confident in every purchase you make with us. If for any reason you are not fully satisfied with your order, we are here to make it right.
Eligibility for Returns
You have 30 days from the date of delivery to initiate a return. To be eligible for a return, your item must meet the following conditions:
•The item must be unused and in the same condition in which it was received.
•The item must be in its original packaging, with all accessories, inserts, and documentation included.
•Proof of purchase (order confirmation email or receipt) must be provided.
Items that do not meet these conditions may not be accepted for return. We reserve the right to refuse returns that do not comply with our policy.
Non-Returnable Items
Certain items are exempt from being returned. These include:
•Items that have been used, washed, or altered in any way.
•Items returned more than 30 days after the delivery date.
•Gift cards.
•Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
How to Initiate a Return
To start a return, please contact our customer support team at support@rawfirebbq.com with the following information:
•Your full name and order number.
•The item(s) you wish to return.
•The reason for the return.
•Photos of the item if it arrived damaged or defective.
Our team will respond within 48 business hours with detailed instructions on how and where to send your package. Please do not send your purchase back without first receiving authorization from our team, as unauthorized returns may not be accepted.
Return Shipping Costs
Defective, Damaged, or Incorrect Items: If you received a defective, damaged, or incorrect item, Raw Fire BBQ will cover all return shipping costs in full. We will provide a prepaid return shipping label via email. We sincerely apologize for any inconvenience and will work swiftly to resolve the issue.
Change of Mind / Buyer's Remorse: If you are returning an item because you changed your mind or no longer want the product, you will be responsible for paying the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Restocking Fees
Raw Fire BBQ does not charge any restocking fees. We believe in a fair and transparent return process.
Refunds
Once your return is received and inspected, we will send you an email notification confirming the receipt of your returned item. We will also notify you of the approval or rejection of your refund within 3 business days of receiving the item.
If your return is approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5 to 7 business days. Please note that depending on your bank or credit card company, it may take additional time for the refund to appear on your statement.
Partial Refunds: In certain situations, only partial refunds may be granted, such as items with obvious signs of use or items returned after the 30-day window at our sole discretion.
Late or Missing Refunds
If you have not received your refund within the expected timeframe, please take the following steps before contacting us:
•Check your bank account or credit card statement again.
•Contact your credit card company, as it may take some time before your refund is officially posted.
•Contact your bank, as there is often some processing time before a refund is posted.
If you have completed all of the above steps and still have not received your refund, please contact us at support@rawfirebbq.com and we will investigate the matter promptly.
Exchanges
We replace items only if they are defective or damaged upon arrival. If you need to exchange a defective item for the same product, please contact us at support@rawfirebbq.com with your order number and photos of the damage. We will arrange the exchange at no additional cost to you.
Cancellations
If you wish to cancel your order, please contact us immediately at support@rawfirebbq.com. Orders can only be cancelled before they have been shipped. Once an order has been dispatched, it can no longer be cancelled and must go through our standard return process.