CosmoGrill Return Policy
If your product is missing parts or faulty, please report this within 7 working days of delivery. Contact us via:
- Email: support@cosmogrill.co.uk
- WhatsApp: Text +44(0)7889625603
To assist you efficiently, please use only one contact method and provide detailed information, including relevant pictures and your order number. We aim to reply within 24 hours.
Change of Mind
If you change your mind for whatever reason, we are happy to offer a FREE return/collection for your barbecue(s) in exchange for store credit equal to the full amount of your purchase. Alternatively, if you prefer a refund to your original payment method the return cost is your responsibility. In the event you require our assistance with the return this will be chargeable.
Note: Store Credit is valid for 2 years from the issue date.
Exchanges
Please contact our after sales team via email to arrange an exchange for your item. We can only accept exchanges for items that are unused and in original packaging. Items will need to be returned first prior to dispatching new products. Please allow 2-3 working days for exchanges to process.
Damage Item(s)
If your package arrives damaged, open it and inspect all parts. If a main component is damaged, do not assemble the item if you do not intend to keep it. Contact us immediately via email confirming your order number, parts affected and providing clear images of the parts along with the white delivery kabel on your outer packaging.
Faulty Items and Missing Parts
- Report any faults before assembly. All parts must be returned in their original packaging, undamaged and completely disassembled. Keep the original packaging until the barbecue is fully assembled and tested.
- If faulty parts are replaceable, we will send replacements. If not, we will authorise an exchange or refund based on the situation.
- Missing parts do not authorise an automatic return. If we cannot supply the missing part, an exchange will be authorised. Do not start assembly before contacting us.
Return Process
- Returns are accepted within 28 days in original packaging, unused, and disassembled. Contact us with a valid return reason before arranging the return.
- Return Address: Evre Ltd, Unit A3, Middlesex Business Centre, Bridge Road, UB2 4AB. (If the system doesn't accept A3, try A2)
- Allow 3-5 working days for us to receive your return from the dispatch or collection date.
- Once received, your item will be inspected. If there are no issues, your refund will be processed within 4-5 working days.
- Ensure sufficient care packaging to avoid damage in transit. We cannot be held accountable for parcels during transit.
- If we cannot process your return for a refund, a team member will contact you with details