Refund policy

Return and Refund Policy

Last Updated: September 10, 2026

At GrillAtlas (https://grillatlas.shop), operated by Simon Cassia, our mission is to provide you with the highest quality outdoor cooking equipment, heavy-duty BBQ grills, artisanal pizza ovens, and accessories. We understand that purchasing premium outdoor culinary equipment is a significant investment. If you are not completely satisfied with your purchase, our Return and Refund Policy is designed to be straightforward, fair, and completely transparent.

1. 30-Day Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your shipment is delivered according to carrier tracking to request a return authorization.

2. Return Eligibility & Condition of Items

To qualify for a refund, returned items must satisfy the following conditions:

  • The item must be in brand-new, unused, unlit, and unwashed condition.
  • Grills, smokers, and pizza ovens must never have had charcoal, wood, pellets, or gas ignited inside them.
  • The product must be packaged in its original manufacturer packaging, including all interior foam inserts, crates, protective film, instructional manuals, warranty documents, and bundled hardware/accessories.
  • Proof of purchase (GrillAtlas order confirmation or invoice) is required.

3. Order Cancellation Policy (Within 24 Hours)

We know plans 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 handed over to our freight/parcel carriers. To cancel an order within 24 hours, contact us immediately at support@grillatlas.shop or call +1 (972) 241-1162. If your order has already departed our Dallas fulfillment center, it will be treated under our standard 30-day return procedure.

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

Please inspect your shipment thoroughly upon delivery. If your order arrives damaged, defective, or you received the wrong item:

  • For freight deliveries (LTL), note any visible exterior crate damage directly on the carrier's Delivery Receipt / Bill of Lading (BOL) before signing.
  • Take clear photos or video footage of the packaging and damage.
  • Contact us at support@grillatlas.shop within 48 hours of delivery.
  • Return Shipping Cost: Free ($0.00). GrillAtlas provides a complimentary prepaid carrier shipping label or arranges freight carrier pickup at no cost to you.
  • We will expedite a brand-new replacement unit or provide a full refund upon verification.

5. Customer Remorse / Change of Mind Returns

If you decide you no longer want an item or ordered the incorrect size/model:

  • Restocking Fee: $0.00 (We do NOT charge restocking fees).
  • Return Shipping Cost: The customer is responsible for actual return shipping transit costs to our Dallas warehouse. We recommend using a traceable and insured carrier (FedEx, UPS, or freight).

6. Step-by-Step Return Process

  1. Request an RMA: Email support@grillatlas.shop with your Order Number, reason for return, and photographs of the boxed item.
  2. Receive Instructions: Our support desk will respond within 24 hours with your Return Merchandise Authorization (RMA) number and detailed return instructions.
  3. Pack Securely: Secure the product in its original packaging with all parts and affix the return label clearly.
  4. Ship: Drop the package off at the designated carrier location or hand it to the scheduled freight pickup team.

7. Return Warehouse Address

GrillAtlas Returns Department
Attn: RMA #[Your Order Number]
11460 Reeder Rd, Ste 123
Dallas, TX 75229
United States

8. Refund Processing Timeline

Once your returned merchandise is received and inspected at our Dallas warehouse (typically within 2 to 3 business days of arrival), we will notify you by email. Approved refunds are automatically issued to your original payment method within 5 to 7 business days. Please note that financial institutions and credit card issuers may take an additional 2 to 4 business days to reflect the credit on your statement.

9. Customer Support

GrillAtlas
Owner / Operator: Simon Cassia
Email: support@grillatlas.shop
Phone: +1 (972) 241-1162
Hours: Monday – Friday: 9:00 AM – 5:00 PM (CST)
Address: 11460 Reeder Rd, Ste 123, Dallas, TX 75229, United States