Cancellations & Returns
Buff BBQ endeavour to provide the best customer service possible. Should anything go wrong, all efforts will be made to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or cancel your order, please email info@BuffBBQ.com or call 00333 050 8938. You may cancel your order within 14 calendar days from the date of receiving your goods for any reason. Prior to being dispatched, if you cancel your order via telephone your order will be cancelled unless we need you to provide us with any other information.
If you decide to cancel an order after the products have been packed or dispatched and commenced their carriage to you by carrier or post, you will be responsible for the return carriage costs of those products. Buff BBQ advise you check the status of the order before you request cancellation. See returns below. We have collections from as early as 7am to ensure we meet pre-booked delivery time slots.
Before you request or arrange the return of a product, please read the information below carefully.
Goods that have not been built:
You may return any delivered products you have purchased within 14 calendar days of delivery for any reason (including if you simply change your mind). To do so, you must notify Buff BBQ in writing via email or post within 14 calendar days of delivery. It is not enough to just send the goods back. If you are returning a product for any reason, except damage (informed to Buff BBQ on delivery date) or a manufacturer defect, you must pay the costs of returning the products to Buff BBQ. The goods must be sent back within 14 days of informing us that you wish to withdraw. All returned products must be unopened and correctly placed in all original packaging. If upon return it is deemed by Buff BBQ that the goods need to be tested or re-packaged in order to resell the item we reserve the right to charge you a fee for having to do this. The goods must be unused and in a resalable condition. You may not use goods that you have received before deciding to withdraw from the purchase. For an estimate of the cost to return bulky items, please see below:
Goods up to 30kg: £30
Goods over 30kg: £90
Goods that have been built:
Any goods that have been built will need to be disassembled and repackaged. Any goods that are damaged, scratched or deemed to be in used condition by Buff BBQ will not be accepted. We will not accept returns which have been built/assembled if you have simply changed your mind.
Goods up to 30kg: £30
Goods over 30kg: £90
Buff BBQ may require photographic evidence of the satisfactory condition of the item you are returning. This will be at their discretion. Electronic files should be emailed to info@BuffBBQ.com. Printed media is also acceptable, however this will need to be scanned and sent to info@BuffBBQ.com.
On request, Buff BBQ will collect the products from you. You will receive a full refund and may be exempt from additional delivery charges if:
- the product delivered is not what you ordered (including an unapproved substitute product), or does not correspond with its description
- the product arrives damaged or faulty and you have notified Buff BBQ within 14 calendar days. Buff BBQ may replace the item or affected parts or you may cancel the order and receive a full refund
You will not be charged for the costs of returning an unapproved substitute or defective product. If products arrive in a damaged condition, you must make a note on the carrier's delivery consignment note where possible and inform Buff BBQ on the delivery date. You will not be charged for the cost of returning a defective product.
Buff BBQ will not accept returns or cancellations if the products have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own, including fully assembling the products. While in your possession, you must keep any products you intend to return in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat-packed, they must be returned in the same way including complete disassembly. Care must be taken to ensure the return products are packed well to avoid damage or loss of parts in transit. All advertised sizes and measurements are an approximation, but Buff BBQ will endeavour to make sure that all are as accurate as possible. Products returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given. We will not accept returns which have been built/assembled if you have simply changed your mind.
Refunds will be processed within 14 days from receipt of your withdrawal notification, subject to receiving the goods back in an unused and resalable condition. If applicable, non-standard delivery charges will not be refunded (e.g. AM or Saturday delivery). Where exchange rates of currency are involved, the refund will be made in £GBP at the current exchange rate. Buff BBQ does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of ordering and the time of issuing the refund.