Returns & Refunds Policy

If you need to return an item, we're here to help.

Extended Holiday Returns (Christmas & Black Friday)

To give you peace of mind when gift shopping this festive season, we have extended our standard returns policy:

  • Eligibility: Any orders placed between 2nd November and 24th December qualify for an extended return window up to 30th January 2027.
  • Condition: Items must be completely unused, in their original packaging, and in resalable condition.
  • Notification Required: You must notify us by email at ukshop@blackrockgrill.com before posting any goods back to us so we can authorize the return.
  • Postage: Return shipping costs remain the responsibility of the customer.

Standard Return Window

Outside of the promotional holiday period, you have 30 days from the date you receive your order to return an item to us.

Item Condition

To be eligible for a full refund, your items must be:

  • Unused, unworn, and in the same condition you received them.
  • In their original packaging with any tags attached.
  • Returned with your order number included inside the package.

Non-returnable items: Clearance items, gift cards, custom/personalised goods, and hygiene-sensitive items / if the seal has been broken.

How to Start a Return

  1. Email us at ukshop@blackrockgrill.com with your order number and the reason for your return.
  2. We will reply with our return shipping address.
  3. Package your item securely and post it back to us.

Return Shipping Costs

  • You are responsible for the cost of your return postage. * Shipping costs from your original order are non-refundable.
  • We strongly recommend using a tracked and insured shipping service and keeping your proof of postage. We cannot issue a refund if the item is lost in transit or damaged.

Refunds

Once we receive and inspect your item, we will process your refund. The money will be automatically credited back to your original payment method within 3-7 business days. Orders over £300.00 will be refunded minus any transaction fees which is between 2-5% depending on payment method (this is applied to cover non-refundable bank and transaction charges incurred during payment processing.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 14 days at ukshop@blackrockgrill.com with a photo of the issue. We will arrange a replacement.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders cancelled before dispatch will be refunded in full minus any transaction fees which is between 2-5% depending on payment method—this is applied to cover non-refundable bank and transaction charges incurred during payment processing.*

Once your order has been dispatched, it will be treated as a return and subject to our returns policy above.