Refund policy
Any missing parts or defects with the product need to be reported as soon as possible upon receipt and within 7 working days. You can contact us via email at support@cosmogrill.co.uk or via text on WhatsApp +44(0)7375491095. In order for us to help you efficiently, please select only one of the contact options and avoid sending information on both as this could lead to delays.
In addition to this, please provide as much detail regarding your query, including relevant pictures and your order number (if applicable). We aim to reply within 2 working days but given the current situation with Covid-19, please do allow us additional time.
On arrival, if the packages arrive damaged, please open the boxes and perform a quick check through the barbecue parts and if one of the main components is damaged, please do not assemble the Item if you do not intend to keep it and contact us.
We will only accept returns if the faulty part is reported before assembly and all barbecue parts are returned in their original packaging without damage and completely disassembled. Please keep your packaging with you until the barbecue is not fully assembled and you have tested it once.
If the faulty parts are replaceable, we will send these to you, so you would not have to return the whole Item. Although, If we are unable to send out the new parts, your return will be authorised for an exchange or a refund based on the situation.
Any missing part will not authorise an automatic return although we will authorise an exchange if we are unable to supply a new part. Please do not start assembly before contacting us.
Please note: The return request will not be accepted once the barbecue has been assembled, so please do contact us if you have any questions or concerns about the product.
For Returns that come under change of mind, the return cost lies with the customer.
We do not allow product’s exchanges between two different models, you would need to return your first Item in its original packaging and unused as it was received for a full refund and then place a new order for the interested Item.
Returns can be accepted within 28 days in its original packaging, unused and disassembled but please do contact us and provide us with a valid return reason before arranging the return on your own. The CosmoGrill customer service will then generate a return authorisation which you would need to attach to your Item.
Our return address: Evre Ltd, Unit A3, Middlesex Business Centre, Bridge Road, UB2 4AB. Please try A2 unit if the system doesn't accept A3.
Please allow us 3-5 working days for us to receive your return from the dispatched or collection date. Once received, your Item will be inspected and if there are no issues, your refund will be then processed within 4-5 working days. Please ensure that sufficient care packaging for the Item is used to avoid parts getting damaged in transit. Kindly note: We cannot be held accountable for your parcel during transit.
If for any reason, we are unable to process your return for a refund, a member of our team will contact you with full details.
REMEMBER: Always include a copy of your invoice with your return and return authorisation number.
Please note: Your UK statutory rights are not affected by our returns policy.
