Refund & Return Policy

Customers have the right to cancel eligible online purchases within 14 days of receiving goods in accordance with UK consumer protection regulations. To exercise this right, customers must notify Grill HQ London within the cancellation period and return items in unused condition, complete with original packaging where reasonably possible.

Refunds will be issued after returned items are received and inspected. Refunds are processed using the original payment method. Delivery charges may be non-refundable unless required by law.

Bespoke, made-to-order, or customised goods require a non-refundable payment of 50% of the total purchase price at the time the order is placed. This payment secures production and materials and is not refundable under any circumstances except where goods are confirmed to be faulty or not as described. Bespoke or customised items cannot be cancelled, returned, or refunded once production has commenced, except where required under applicable consumer protection law.

Faulty, damaged, or incorrectly supplied goods are eligible for repair, replacement, or refund in accordance with the Consumer Rights Act 2015. Customers must report issues within a reasonable timeframe and provide supporting evidence where reasonably requested.

Refund & Return Policy

Items that have been used, installed, customised, or damaged after delivery may not be eligible for a full refund unless confirmed to be faulty.