Refund policy

BBQ Life Return and Refund Policy

Updated: 16/04/2026

At BBQ Life, we want you to be happy with your order. This policy explains how returns, refunds and cancellations work for orders placed with us.

1. Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must be:

  • unused and in the same condition as received
  • complete, with all parts and accessories
  • in its original packaging
  • in a resaleable condition
  • accompanied by proof of purchase

For BBQs and larger items, this also means the product must not have been assembled, used, fuelled, lit, or stored outdoors after delivery, unless the return relates to a fault.

2. How to start a return

To request a return, please contact us first at:

info@bbqlife.co.uk

Returns should not be sent back without prior approval.

If your return is accepted, we will provide instructions on how and where to return the item. Returns should be sent to:

BBQ Life
Shenstone Business Park
Lynn Lane, Shenstone
Staffordshire
WS14 0SB

Items sent back without first requesting a return may not be accepted.

3. Change-of-mind returns

If you change your mind and wish to return a non-faulty item, you must request the return within the applicable return period and return the goods in unused, resaleable condition and in the original packaging.

For non-faulty returns, BBQ Life reserves the right to charge or deduct:

  • return shipping costs
  • collection costs for large or heavy items
  • any reasonable costs caused by missing packaging or failure to return the goods in a suitable condition for transport
  • any reduction in value where the item has been handled more than necessary to inspect it

For voluntary returns made after the 14-day statutory cancellation period but within our 30-day return window, the original delivery charge is not refundable, and return shipping or collection charges will apply.

4. Your statutory cancellation right for online orders

If you are a UK consumer purchasing online, you generally have the legal right to cancel your order within 14 days of receiving the goods, even if the item is not faulty. Where this right applies, you must inform us of your decision to cancel within that period. We will then refund you in line with applicable law. If you cancel under this statutory right, we may still require you to pay the return cost if we made that clear before purchase, and we may reduce the refund if the goods have been handled more than necessary. We will also refund the basic standard delivery charge paid on the order, where required by law.

5. Damages, wrong items and faults

Please inspect your order as soon as it arrives and contact us promptly if:

  • the item is damaged
  • the item is faulty
  • you receive the wrong item
  • any parts are missing

Please email info@bbqlife.co.uk with your order number, a description of the issue, and clear photographs where possible, so we can review the matter and put it right.

Where an item is faulty, damaged on arrival, or incorrectly supplied, we will deal with the issue in line with your legal rights. This may include repair, replacement, refund, or collection at our cost where appropriate. Your statutory rights for faulty or misdescribed goods are not affected by this policy.

6. Exceptions and non-returnable items

We cannot accept returns for:

  • bespoke, personalised or made-to-order items
  • special-order items brought in specifically for a customer
  • items that have been used, assembled, lit, fuelled, cooked on, or stored outside, unless faulty
  • items returned without original packaging where this makes them unsuitable for safe return transport
  • gift cards

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

7. Exchanges

We do not offer direct exchanges.

The quickest way to get a different item is to request a return for the original item, and once the return is accepted, place a new order separately.

Please email info@bbqlife.co.uk

8. Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

If approved, your refund will be made to your original payment method.

Where the return is a valid statutory cancellation or another refund required by law, refunds are generally due within 14 days of us receiving the goods back, or receiving evidence that they have been sent back. Banks and card providers may take additional time to process the payment once issued.

Refunds may be reduced or refused where:

  • the item is not returned in the condition required by this policy
  • parts are missing
  • the item has been used or damaged after delivery
  • the return falls outside the allowed return period
  • the item is non-returnable under this policy, unless your legal rights say otherwise

9. Return shipping and collection charges

For non-faulty returns, the customer is responsible for the cost of returning the goods unless BBQ Life agrees otherwise in writing.

For larger or heavier items, including kamado BBQs and similar products, BBQ Life may arrange collection and deduct the collection charge from the refund, or quote the return collection cost in advance.

If the return is due to a fault, damage on arrival, or an error by BBQ Life, we will normally cover the reasonable return or collection cost.

10. Sale items

Sale or clearance items may be excluded from our change-of-mind return policy, unless they are faulty or not as described. Your statutory rights still apply.

11. Statutory rights

Nothing in this policy excludes or limits your statutory rights under UK consumer law, including your rights where goods are faulty, not as described, or not fit for purpose.