Returns & Refunds Policy

This policy outlines our terms for returns, refunds, and exchanges, including specific legal protections provided to our customers within the European Union regarding their right of withdrawal.

1. Standard 30-Day Returns Policy (Global)

Our standard return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return under our standard policy, your item must be unused, in the same condition that you received it, and must be in its original packaging. To complete your return, we require a receipt or proof of purchase.

2. European Union (EU) Customers: 14-Day Right of Withdrawal

In compliance with EU Directive 2023/2673, consumers residing within the European Union have a statutory 14-day right of withdrawal (cooling-off period) for online purchases.

• The Right: If your order was delivered to the EU, you have the right to cancel and withdraw from your purchase contract within 14 days of receiving your goods, without giving any reason.
  
  
• How to Exercise This Right: You can quickly and effortlessly exercise your right of withdrawal by using our digital return portal. Please log into your customer account to initiate the process here: https://account.blackrockgrill.com.
  
  
• Eligibility: Your item must be unused, in the same condition that you received it, and must be in its original packaging. To complete your return, we require a receipt or proof of purchase.

3. Important Exceptions & Non-Returnable Items

Certain types of items cannot be returned under our standard 30-day policy, nor are they eligible for the EU 14-day right of withdrawal:

• Custom Branded / Engraved Products: Any items that have been customized, personalized, or custom-engraved to your specific requirements are strictly exempt from returns, cancellations, or the EU right of withdrawal once production has begun.
  
  
• Gift Cards

4. Refund Conditions & Process

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 approved, 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.

Partial Refunds (If Applicable)

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  
  
• Any item that is returned more than 30 days after delivery (outside of valid EU statutory claims).

Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

1. First, check your bank account again.
   
   
2. Contact your credit card company; it may take some time before your refund is officially posted.
   
   
3. Contact your bank. There is often some processing time before a refund is posted.
   
   
4. If you’ve done all of this and you still have not received your refund yet, please contact us at ukshop@blackrockgrill.com.

5. Exchanges by Region

We replace items if they are defective or damaged.

UK & EU Exchanges
If you need to exchange an item for the same product, send us an email at ukshop@blackrockgrill.com.

US & Canada Exchanges
If you need to exchange an item for the same product, send us an email at ukshop@blackrockgrill.com.

6. Shipping Your Return Back to Us

To return your product, please mail it to the appropriate regional warehouse address below:

• UK & EU Returns Address: Black Rock Grill, The Round Store, Chilbolton Down Farm, Stockbridge, SO20 6BU, UK
  
  
• US & Canada Returns Address: Black Rock Grill, 1260 Heil Quaker Blvd, La Vergne, Tennessee, 37086, USA

Return Shipping Costs & Guidelines

• You will be responsible for paying for your own shipping costs for returning your item, unless requested to return a defective item.
  
  
• Return shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your total refund amount.
• 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 £40 / $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.