At Outdoor Grill Life Shop, we stand behind the quality of our premium grill accessories and outdoor cooking equipment. If you’re not completely satisfied with your purchase, we’re here to make it right for our community of grill masters.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your items. All returned products must be in original condition – unused, unassembled, and in their original packaging with all tags attached.

Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Burners & Ignitors (gas components for safety reasons)
  • Infrared components (specialized heating elements)
  • Gas Valves (critical safety components)
  • Cutting Boards & Grill Mats (for hygiene reasons once opened)
  • Brushes (hygiene products that cannot be resold)
  • Any item that shows signs of use, assembly, or is not in its original condition
Note: We cannot accept returns on custom or special order items, including outdoor kitchen islands and custom grill covers.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer support team at [email protected] within 15 days of receiving your order
  2. Include your order number and reason for return/exchange
  3. We’ll email you a Return Authorization Number and instructions
  4. Package the item securely in its original packaging
  5. Ship the item to our Jacksonville facility (return shipping is at customer’s expense)
  6. Once received and inspected, we’ll process your refund or exchange

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.

Refund Processing

Once your return is received and inspected (typically within 5 business days of arrival), we’ll send you an email notification. Your refund will be processed to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable, and a restocking fee may apply for opened boxes or missing packaging.

Exchange Processing

Exchanges are subject to product availability. If the item you want is available, we’ll ship it once we receive your return. If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and provide a prepaid shipping label if needed.

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Dear Outdoor Grill Life Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number]

Product Name: [Product Name]

Reason for Return/Exchange: [Please specify reason]

Preferred Solution: [Refund / Exchange for (specific product)]

Please send me the return authorization and instructions.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number – optional]

Return Address

Once approved, please ship your return to:

Outdoor Grill Life Shop
Returns Department
4549 Brannon Avenue
Jacksonville, US 32256

Happy Grilling Guarantee: We’re committed to your complete satisfaction with our outdoor cooking products. If you have any questions about our returns policy, contact us at [email protected] and our grill experts will be happy to assist you.