Shipping & Returns

At Hot Grills, we believe that every great outdoor adventure starts with premium BBQ equipment. Just like we stand behind our world-class grills, we stand behind our customers with straightforward shipping and returns policies designed to get you back to grilling with minimal fuss.

Shipping Information

We ship our premium BBQ products worldwide (excluding Asia and some remote areas) to bring the authentic Australian BBQ experience to your backyard.

Order Processing Time

We typically process all orders within 1-2 business days after payment confirmation. You’ll receive a tracking number once your order ships.

Shipping Methods & Delivery Times

Standard Shipping (A$12.95):
We ship via DHL or FedEx with delivery within 10-15 business days after dispatch. Recommended for faster, tracked delivery.

Free Shipping:
Available for orders over A$50, shipped via EMS with delivery within 15-25 business days after dispatch.

Please note: Delivery times may vary depending on your location and customs processing. International customers may be subject to import duties and taxes which are not included in the product price or shipping costs.

Our Returns Promise

We want you to be completely stoked with your Hot Grills purchase. If something isn’t quite right, we offer returns and exchanges within 15 days of you receiving your items.

To be eligible for return, products must be in original condition, unused, and in their original packaging with all tags and accessories included.

Non-Returnable Items

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

Please note: 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. Clearly write the RA number 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]:

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