Refund policy

Exchange and Refund Policy :
If you are not satisfied with your experience, we are here to help you. Our Exchange and Refund Policy is effective 5 calendar days from the day you have received your order. We hope to build trust and long-term relationship with our customers so we aim to provide excellent service quality and fair compensation available to resolve your problems.

Wrong information/Item Model Change/Order Cancellation :
In the event that you may have submitted wrong information when making your order or you may have chosen the wrong item model and needs to be corrected, you can do so by notifying us via Email "support@grilladdicts.store" within 12 hours after you have received your email order confirmation. We also encourage all our valued customers to provide us with a complete and precise information (name, address, and if possible, a contact number).
Cancellation request must be sent to us within 12 hours upon receiving the order email confirmation.
Orders can no longer be cancelled or changed once the shipment has begun.

You are eligible for an Exchange/Refund if :

1. You have received the wrong item.
2. The item you received is defective.
3. The item is damaged upon arrival.

How to request for an Exchange or a Refund?

Send us an email to support@grilladdicts.store
For damaged/defective items, please do attach at least 2 screenshots of the item indicating the damaged part or describing its defect.
Items must be returned to us in its original packaging, unused and in the same condition
when it arrived. Please also include the actual receipt of the order as proof of purchase.
Once we have received your item and inspection is done, we will immediately send you a notification regarding the approval of your request (item replacement or refund).

How long can the refund be processed?

Returns usually take 3-5 weeks to be processed. On some cases, delays in delivery may occur. Only when we have received the item shall the inspection can proceed. Refunds will be paid through the original type of payment when the purchase was made and may be processed within a certain amount of days. For credit/debit card users, the posting may appear on your next billing cycle, depending on your bank’s policies. If you haven’t seen the refund after the promised processing time, please do contact your bank first.

Do I pay the shipping fee for returns?

Please be advised that you will be responsible for your shipping cost when returning an item.
Shipping costs are non-refundable. Refunds only cover the retail price of the item that was ordered.

The tracking site says Delivered but I haven’t received my order yet.

Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. We are not responsible for any stolen packages.

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, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

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 (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
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

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
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 at support@grilladdicts.store .

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@grilladdicts.store and send your item to: 137 camp hill rd , Pomona NY 10970 , PBKay

Gifts
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 he will find out about your return.

Shipping
To return your product, you should mail your product to: 137 camp hill rd , Pomona NY 10970 , PBKay

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 shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.