Refund & Returns Policy
Return and Refund Policy
Effective date: October 14, 2026
This policy applies to purchases made on grillhavenhq.com, operated by GraeGroup ("GrillHavenHQ", "we", "us"). Because many of our products are large and shipped by freight, please read it before you order.
1. Contact us
- Email: support@grillhavenhq.com
- Phone: 707-543-1972
- Address: 2500 Regency Parkway, Cary NC 27518
2. 30-day returns
You may request a return within 30 days of delivery. To start a return, email or call us with your order number and the reason for the return. We will confirm the return and send instructions. Please do not ship an item back until we have approved the return.
3. What can be returned
Items must be new and unused, in the original packaging, with all parts, manuals and accessories. Items that have been installed, connected to fuel or power, used, or modified are not eligible for return.
4. Restocking fee and return shipping
Approved returns of items that are not damaged, defective or incorrect are refunded the purchase price less a 15% restocking fee. Original shipping charges, if any, are non-refundable. Return shipping, including freight for large items, is the customer's responsibility unless the item arrived damaged, defective or incorrect.
5. Damaged, defective or incorrect items
Please inspect large and freight deliveries before signing, and note any visible damage on the delivery receipt. Contact us within 48 hours of delivery to report damage or an incorrect item, and include photos of the packaging and the product. We will arrange a replacement or a refund with no restocking fee, and we will cover return shipping where a return is required. Defects that appear later may also be covered by the manufacturer's warranty; contact us and we will help you with the claim.
6. Refunds
After we receive and inspect the returned item, we will refund the approved amount to your original payment method within 14 days. Your bank or card issuer may need additional time to post the refund.
7. Order cancellations
If you need to cancel an order, contact us immediately. We cannot guarantee a cancellation, and an order that has already shipped cannot be canceled. Once it is delivered, the return terms above apply.
8. Digital products
Digital products, including our cookbook, are delivered electronically and are final sale once the download is delivered. If a file is damaged or you cannot access it, contact us and we will fix the problem or refund the purchase.
9. Exchanges
To exchange an item for a different model, contact us. We will tell you whether to return the original item first or place a new order.
10. Your legal rights
This policy does not limit any rights you have under applicable law.