Refund & Returns Policy

Thank You for Choosing BBQ Horizon

We’re committed to delivering high-quality outdoor cooking gear and outstanding customer service. If you’re not completely satisfied with your purchase, we’re here to help. Please review the following policies regarding refunds, returns, and cancellations.

Order Processing & Cancellation Policies

Order Processing

  • Orders are processed within 1–2 business days and shipped based on product availability.
  • If a product is out of stock or delayed, we’ll notify you with an updated shipping timeline.

Order Cancellations

  • Orders can be canceled within 24 hours of placement with no penalty, as long as the item hasn’t shipped.
  • After 24 hours, cancellations are subject to a 3% processing fee to cover administrative costs.
  • Once an item has shipped, cancellations are no longer possible.

Refused Deliveries

  • If you refuse delivery for reasons not related to damage or our error, your order will incur a 20% restocking fee.

Returns

We accept returns on eligible items under the following conditions:

Return Window

  • Returns must be initiated within 45 days of receiving your order.

Condition

  • Items must be returned unused, in original packaging, and in resellable condition.

Return Process

  1. Email support@bbqhorizon.com within 45 days to request a Return Merchandise Authorization (RMA) number.
  2. Repack the item securely in its original packaging and include your RMA number.
  3. Follow our return instructions for shipping.

Important Notes

  • Return shipping costs are the customer’s responsibility unless the return is due to damage or a fulfillment error.
  • We recommend using a carrier that offers tracking and insurance.
  • Unauthorized returns will not be accepted.

Refunds

After receiving and inspecting your return, we’ll issue your refund based on the following:

Refund Amount

  • Refunds will include the purchase price minus any applicable restocking fees and original shipping costs.
  • If your order qualified for free shipping, the actual shipping cost will still be deducted from the refund.

Refund Timing

  • Approved refunds are processed within 3–7 business days and returned to your original payment method.

Restocking Fees

  • A 20% restocking fee applies to all eligible returned items. This covers shipping, payment processing, inspection, and repackaging costs.

Exceptions & Non-Returnable Items

Damaged or Defective Products

  • If your item is damaged during shipping, we’ll replace it at no extra cost. Contact us promptly to report any issues.
  • For warranty concerns, we’ll assist you in working with the manufacturer to resolve the problem.

Non-Returnable Items Include:

  • Custom or made-to-order products
  • Clearance or final sale items
  • Replacement parts
  • Used, altered, or damaged products
  • Items made from raw wood, unfinished lumber, or custom-cut materials

Inspection & Processing

  • Returns are inspected within 5–7 business days of receipt.
  • Refunds are issued within 3–7 business days after approval.

Need Help?

If you have any questions or need support, don’t hesitate to reach out:

Email: support@bbqhorizon.com
Phone: (646)-777-6492
Hours: Monday–Saturday, 9:00 AM–6:00 PM MST