At Kamado Joe BBQ Store, we’re passionate about delivering premium outdoor cooking equipment that transforms your backyard into the ultimate culinary destination. We stand behind the quality of our products, from our legendary Kamado BBQs to our precision smokers and everything in between. However, we understand that sometimes things don’t work out as planned. That’s why we’ve created a straightforward and fair Returns & Exchanges policy.

Our Policy at a Glance

  • Return Window: 15 days from the date you receive your item.
  • Condition: Items must be unused, in their original packaging, and in a resalable condition.
  • Process: Start by contacting our customer service team to initiate your return.
  • Refunds: Issued to your original payment method after we receive and process the returned item.
Please Note: Due to health and safety regulations, we cannot accept returns or exchanges on the following products once their packaging has been opened:
  • All Outdoor Kitchens and their integrated components (once assembled or installed).
We recommend thoroughly reviewing product specifications and dimensions before purchase.

Step-by-Step Return or Exchange Process

Step 1: Contact Us Within 15 Days

Send us an email at [email protected] with your order number and details about the product you wish to return or exchange. Please use the template provided below to ensure we get all the info we need to help you quickly.

Step 2: Wait for Instructions & Return Authorization (RA) Number

Our friendly team will review your request and, if approved, email you a Returns Authorization (RA) number and specific instructions on where to send the item. Please do not ship anything back without an RA number, as we cannot process unidentified returns.

Step 3: Package and Ship the Item

Securely pack the item in its original packaging, include all manuals and accessories, and ship it to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped).

Step 4: Receive Your Refund or Exchange

Once we receive and inspect the returned item, we will process your request.

  • For refunds: Your funds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution’s processing times.
  • For exchanges: We will ship out your replacement product as soon as possible, using the same shipping method as your original order.

Return Request Email Template

Copy and paste the text below into an email to [email protected] to get the process started.

Subject: Return/Exchange Request – Order #[Your Order Number] G’day Kamado Joe Team, I would like to request a return/exchange for an item from my order. Order Number: [Your Order Number] Full Name: [Your Full Name] Product Name: [Name of the product you are returning] Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item is unused and in its original packaging. Please send me the Returns Authorization number and further instructions. Cheers, [Your Name]

Final Thoughts

Our goal is to ensure you’re completely stoked with your Kamado Joe experience. We believe our returns policy is as robust and reliable as our grills. If you have any questions at all, don’t hesitate to reach out to our crew at [email protected].

Now, get back to what’s important – firing up that grill and creating something amazing!

The Team at Kamado Joe BBQ Store
Where every day is a good day to grill.