Refund policy

Return & RefundShipping PolicyPrivacy PolicyTerms of ServiceContact DetailsBilling TermsCookie PolicyLegal Notice

At GrillAtlas (https://grillatlas.shop), operated by Simon Cassia, our mission is to deliver high-performance outdoor cooking equipment, heavy-duty BBQ grills, artisanal pizza ovens, and premium culinary hardware. We recognize that acquiring professional outdoor kitchen equipment is a meaningful investment. If you are not completely satisfied with your purchase, our Return and Refund Policy is designed to provide complete transparency, fairness, and prompt resolution.

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1. 30-Day Return Window

We provide a 30-day return policy. Customers have 30 calendar days from the date of confirmed shipment delivery (as verified by FedEx, UPS, or freight carrier tracking records) to submit a formal Return Merchandise Authorization (RMA) request.

2. Return Eligibility and Condition Standards

To qualify for a refund under our standard return policy, all returned merchandise must meet the following mandatory criteria:

• The product must be in brand-new, unused, unlit, and unwashed condition.
• Outdoor cooking systems (gas grills, pellet smokers, charcoal grills, and pizza ovens) must never have been ignited or seasoned. No charcoal, wood pellets, propane, natural gas, or cooking oil may have been introduced to the unit.
• The merchandise must be returned in its original manufacturer packaging, including interior molded polystyrene, foam bracing, heavy-duty crating, protective adhesive wrap, instruction manuals, warranty cards, hardware, and all bundled accessories.
• A valid proof of purchase (GrillAtlas order confirmation receipt, packing slip, or official invoice) must accompany the return request.

3. 24-Hour Order Cancellation Policy

We understand that project specifications or outdoor layout requirements can change. You may request an order cancellation within 24 hours of placing your order free of charge, provided that the order has not yet been processed for palletization or transferred to our freight or parcel carriers. To initiate a cancellation, notify customer care immediately at support@grillatlas.shop or call +1 (972) 241-1162. If your shipment has already departed our Dallas fulfillment center, it will be handled under our standard 30-day return protocol.

4. Damaged, Defective, or Incorrect Deliveries ($0.00 Return Shipping)

Please inspect your shipment thoroughly upon arrival. In the rare event that merchandise arrives damaged in transit, experiences a manufacturing defect, or contains an incorrect model:

• Freight Deliveries (LTL): Explicitly note any carton tears, puncture marks, or pallet damage directly on the carrier Delivery Receipt / Bill of Lading (BOL) before signing.
• Documentation: Capture clear digital photographs or video showing the exterior packaging, carrier shipping label, and internal damage.
• Notification: Email customer care at support@grillatlas.shop within 48 hours of delivery.
• Return Shipping Cost: Free ($0.00). GrillAtlas provides a complimentary prepaid carrier shipping label or schedules freight liftgate carrier pickup at zero cost to you.
• Resolution: We will dispatch an expedited brand-new replacement unit or issue a full refund upon verification.

5. Customer Remorse / Change of Mind Returns

If you choose to return an item due to personal preference, project rescheduling, or ordering an incorrect dimension:

• Restocking Fee: $0.00 (We do NOT charge restocking fees).
• Return Shipping Cost: The customer is responsible for actual return transit costs to our Dallas warehouse. We strongly recommend using an insured, trackable carrier (FedEx, UPS, or certified freight provider) with signature delivery confirmation.

6. Step-by-Step Return Process

7. Authorized Return Warehouse Address

8. Inspection & Refund Processing Timeline

Upon physical arrival at our Dallas distribution warehouse, returned merchandise undergoes technical condition verification by our quality control staff (typically completed within 2 to 3 business days). Once approved, refunds are automatically submitted to your original payment method within 5 to 7 business days. Financial institutions and credit card issuers may require an additional 2 to 4 business days to post the balance to your account.

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9. Customer Care Inquiries