Refund and Returns Policy

Refund & Returns Policy

Last Updated: 25 October 2025
Website: https://www.bbqdubai.ae
Business Name: BBQ Dubai (operated by [Insert Legal Entity Name])
Registered Address: Dubai, United Arab Emirates
Trade Licence No.: [To be added]
Contact Email: info@bbqdubai.ae

1. Overview

At BBQ Dubai, we take pride in offering high-quality BBQ grills, outdoor kitchens, and accessories.
Every item is carefully checked before dispatch, and we aim for your complete satisfaction.

If you change your mind or need to return an item, please read the policy below carefully.
These terms comply with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) while ensuring fair handling of returns.

2. Eligibility for Refunds or Returns

We accept returns only for unopened, unused items in their original, sealed packaging within 7 calendar days of delivery.

To qualify:

  • The item must be in brand-new condition, unused, unassembled, and uninstalled.

  • It must include all original manuals, accessories, and packaging.

  • You must provide proof of purchase (invoice or order number).

  • The product must be inspected and approved for return by our team.

3. Non-Returnable or Non-Refundable Items

We cannot accept returns for:

  • Items that have been opened, assembled, used, or installed.

  • Gas or electrical appliances that have been connected to fuel/power sources.

  • Custom, clearance, or special-order items.

  • Consumables (stones, brushes, hoses, regulators, etc.) once unsealed.

  • Items damaged due to incorrect handling, misuse, or modification.

If the item has been used or damaged after delivery, it will not be eligible for refund.

4. Return Process

To initiate a return:

  1. Email returns@bbqdubai.ae within 7 days of delivery.

  2. Include your order number, photos of the unopened item, and the reason for return.

  3. Our team will review your request and, if eligible, provide a Return Merchandise Authorization (RMA) and return address.

All returns must be pre-approved before being shipped back.

5. Shipping for Returns

  • Customers are responsible for return shipping costs, unless the product is defective or incorrect.

  • Return shipping must be handled by a reputable courier with tracking and insurance.

  • We recommend keeping proof of shipment until your refund is processed.

  • Shipping and installation fees are non-refundable.

If we provide return collection service, a pickup fee will be deducted from your refund.

6. Restocking Fee

All eligible returns are subject to a restocking fee of 10–15% of the item price (depending on size and packaging complexity).

This fee covers:

  • Inspection and quality assurance,

  • Repackaging and warehouse handling,

  • Payment gateway and administrative costs.

The exact deduction will be confirmed before processing your refund.

7. Refund Timeline

Once your returned item is received and inspected:

  • If approved, your refund (minus restocking and any shipping costs) will be issued to your original payment method within 7–14 business days.

  • If the return is rejected (e.g., opened or damaged goods), we will contact you to arrange redelivery at your expense.

8. Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or not as described, contact us immediately at info@bbqdubai.ae with:

  • Your order number,

  • Photos or videos showing the issue,

  • The packaging and serial number (if applicable).

We’ll assess the issue and, if confirmed, arrange a repair, replacement, or refund at no additional cost to you.

9. Large or Installed Items

For large BBQs, outdoor kitchens, or built-in appliances:

  • Once installation or assembly begins, the product is considered accepted and non-returnable, except for warranty defects.

  • Any return attempt of an installed product will not be accepted for hygiene and safety reasons.

10. Exchange Policy

We can offer like-for-like exchanges if stock permits, provided the original item meets the return eligibility above.
Additional delivery or price difference costs may apply.

11. Cancellations

Orders can be cancelled before dispatch at no cost.
Once shipped or prepared for delivery, cancellations will be treated as returns (and subject to restocking and shipping deductions).

12. Warranty Issues

Defects that appear after 7 days of delivery are covered under the product’s manufacturer warranty.
See our Warranty Policy for full details.

13. Contact Information

BBQ Dubai
Dubai, United Arab Emirates
Email: info@bbqdubai.ae
Returns: returns@bbqdubai.ae
Website: https://www.bbqdubai.ae
Trade Licence No.: [To be added]