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CosmoGrill Return Policy

We’re here to help! If your product is missing parts or is faulty, please report this within 7 working days of delivery. Contact us via:

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. Please note that this does not apply during promotional periods.

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 a FREE exchange for your item. 

NOTE: Free exchanges are only applicable to barbecues and cannot be applied to any other products.

We can only accept exchanges for barbecues that are unused and in original packaging. Items will need to be returned first prior to dispatching new products. If you wish to exchange for an item of a lower value, the difference will be credited back to you in the form of store credit. If you wish to exchange for an item of a higher value, the price difference will need to be paid before the new product is dispatched. Please allow 2-3 working days for exchanges. 

Damaged Item(s)

If your package or any part arrives damaged, please report it to us by email, including:

  • Your order number;
  • Photos of the issue
  • The specific parts numbers affected; and
  • Clear photos of the damaged parts and of the white delivery label(s) on the outer packaging.

If any part is damaged and you do not intend to keep the item, please do not assemble or use it. Doing so makes it difficult for us to verify the condition in which it arrived. Where an item has been used, a full return or refund will no longer be available, and the appropriate remedy will usually be limited to replacement parts or compensation proportionate to the damage.

Faulty Items and Missing Parts

  • Faults are often only apparent during assembly, so assembling and checking the barbecue is fine. Using it is not. Please do not light, fire up or cook on the barbecue if you have found a fault or intend to return it. If you discover a fault, stop and contact us before use. Once the barbecue has been used, it is no longer eligible for return or refund, and any remedy will be limited to replacement parts or compensation in line with the issue, at our discretion. Please keep the original packaging until the barbecue is fully assembled, as it makes any replacement or return easier to arrange.
  • Where a faulty part can be replaced, we will send a replacement. Where it cannot, we will offer you options to resolve the issue.
  • If a part is missing, please contact us before starting assembly. We will supply the missing part.
  • If a faulty item, or an item with a part we are unable to supply, needs to be returned, we will arrange collection and cover the cost of return; you do not need to arrange the return yourself. Please ensure the item is unused, disassembled, boxed and taped as received before collection.

Return Process

  • Returns are accepted within 30 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 14 days.
  • Ensure sufficient care packaging to avoid damage in transit. We cannot be held accountable for parcels during transit. If returned items are damaged due to insufficient packaging, a deduction from your refund may be applied.
  • If we cannot process your return for a refund, a team member will contact you with details.


Your UK statutory rights are not affected by our returns policy. - Last updated 22/01/26