G’day, Grillmaster!

At Hot Grills, we stand behind the quality of our products just like we stand behind our world-class BBQs. We’re committed to ensuring you’re completely stoked with your purchase. If something isn’t quite right, our straightforward returns process will have you back to grilling in no time.

Our Returns Promise

We accept returns and exchanges within 15 days of you receiving your items. Products must be in original condition, unused, and in their original packaging with all tags attached.

Please Note: For health and safety reasons, we cannot accept returns on Kamado BBQs once they have been used due to the porous nature of the ceramic materials. Freestanding Gas BBQs and Smokers that show signs of use may be subject to a restocking fee.

Simple Returns Process

Step 1: Request Authorization

Before returning any item, please contact our customer service team at [email protected] with your order number and reason for return. We’ll provide you with a Returns Authorization (RA) number and instructions.

Step 2: Package Your Items

Securely package the items in their original packaging, including all accessories, manuals, and documentation. Include the RA number clearly on the outside of the package.

Step 3: Ship to Us

Send your return package to:

Hot Grills Returns
64 Kintyre Street
LOGANHOLME DC, AU 4129
Australia

We recommend using a tracked shipping service as you are responsible for the items until they reach us.

Return Request Template

Copy and paste the template below into an email to [email protected]:

Subject: Return Request – Order #[Your Order Number] G’day Hot Grills Team, I’d like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return: [Please specify reason – e.g., defective, wrong item, changed mind] I have read and understand the returns policy on your website. Please send the Returns Authorization number and further instructions. Cheers, [Your Full Name] [Your Phone Number]

Refund Information

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your original payment method will be credited (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • You will receive an email confirmation once your refund has been processed

Exchange Process

For exchanges, follow the same return process above. Once we receive your return, we’ll ship out the replacement item. For size or color exchanges, we’ll ship the new item once the original is received and processed.

International Returns: Customers outside Australia may be subject to import duties and taxes that are non-refundable. Unfortunately, we cannot refund original shipping costs for international returns unless the error was ours.

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a replacement or repair at no additional cost to you.

We strive to make the returns process as easy as firing up one of our premium grills. If you have any questions, don’t hesitate to tuck into a conversation with our friendly team!

Happy Grilling,
The Hot Grills Team