Return and Refund Policy

Effective Date: April 8, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Outdoor Kitchen Systems website located at outdoorkitchensystems.com ("Website").

By making a purchase on our Website, you agree to this Return and Refund Policy.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@outdoorkitchensystems.com
Phone: +1 571-520-7161

Hours: Monday–Friday, 9am-5pm, EST

3. General Return Eligibility

Customers may request a return within 30 days of receiving the product, subject to the conditions outlined below and any brand-specific return rules listed in this policy.

3.1 Conditions for Return

Unused and Undamaged:
The item must be unused, undamaged, and in the same condition that you received it.

Original Packaging and Condition:
Returned products must be in their original manufacturer packaging and original shipping cartons, with proper packaging intact. Products must include all manuals, documentation, accessories, parts, and included items. Products must be in resalable condition. Returned items are subject to inspection. Items that are damaged, missing parts, improperly packaged, used, opened, or in diminished condition may be denied or may have additional charges deducted from the refund.

Proof of Purchase:
A receipt or proof of purchase is required.

Return Authorization Required:
All returns must be approved before the product is returned. A Return Merchandise Authorization or return approval must be issued before any item is shipped back. Items returned without prior authorization may be refused or may not qualify for a refund.

4. Brand-Specific Return and Refund Rules

4.1 Summerset Products

Summerset products follow one universal return rule regardless of fulfillment source.

Return Window:
Return requests for Summerset products must be submitted within 30 days of receiving the product.

Return Authorization:
All Summerset returns must be approved before the product is returned. A Return Merchandise Authorization or return approval must be issued before any item is shipped back. Return authorizations may expire if the product is not shipped back or received within the stated authorization period. Returns sent without the required authorization may be refused or may not qualify for a refund.

Product Condition:
Returned Summerset products must be unused, undamaged, in original manufacturer packaging and original shipping cartons, with proper packaging intact. All manuals, documentation, accessories, parts, and included items must be included. Products must be in resalable condition.

Return Shipping:
For non-defective returns, buyer’s remorse returns, or orders placed in error, the customer is responsible for return shipping and return freight charges. If Outdoor Kitchen Systems provides a return shipping label or arranges freight pickup for a non-defective return, the associated shipping or freight charges may be deducted from the refund.

Restocking Fees:
Approved non-defective returns may be subject to a restocking fee of up to 25%. Any applicable restocking fee will be deducted from the refund amount.

Special Orders and Non-Returnable Items:
Special-order, non-standard, custom, clearance, closeout, final-sale, discontinued, obsolete, or non-returnable products may not be eligible for return.

Incorrect Products or Fulfillment Errors:
If the wrong product is shipped due to our error or a manufacturer/fulfillment error, we will work with you to correct the issue. Return shipping charges may be waived for approved incorrect-item claims. Replacement products are subject to availability.

Defective Products and Warranty Claims:
Defective Summerset products may be handled through a replacement process, warranty claim, manufacturer claim, repair assistance, replacement parts, refund, or freight claim assistance, depending on the issue and applicable manufacturer requirements. Customers should contact Outdoor Kitchen Systems directly for damaged, defective, or warranty-related issues.

4.2 Napoleon Hearth Products

Return Window:
Return requests for Napoleon Hearth products must be submitted within 30 days of receiving the product.

Return Authorization:
All Napoleon Hearth returns require prior return authorization. Any required Return Merchandise Authorization number must appear on the return shipping label or return documentation. Returns sent without the required authorization may be refused or may not qualify for a refund.

Product Condition:
Returned Napoleon Hearth products must be unused, undamaged, in original manufacturer packaging, include all documentation, manuals, parts, accessories, and included items, and must be in resalable condition.

Return Shipping:
For non-defective returns, the customer is responsible for arranging and paying return shipping or return freight unless the return is due to our error or an approved defective, damaged, or incorrect-item claim.

Restocking Fees:
Approved non-defective returns may be subject to a restocking fee of up to 25%. Any applicable restocking fee will be deducted from the refund amount.

Cancellations After Shipment:
Once an order has shipped, it cannot be cancelled. Shipped orders will be handled as returns and will be subject to this Return and Refund Policy, including any applicable return shipping costs, freight charges, carrier fees, or restocking fees.

Defective Products and Warranty Claims:
Defective Napoleon Hearth products may be handled through a warranty claim, manufacturer claim, replacement process, repair assistance, replacement parts, refund, or freight claim assistance, depending on the product and issue. Customers should contact Outdoor Kitchen Systems directly for damaged, defective, or warranty-related issues.

4.3 Napoleon Grills Products

Napoleon Grills returns follow Napoleon manufacturer guidelines where applicable.

Return Window:
Napoleon Grills products that are unused and in their original packaging may be returned within 30 days of receiving the product, unless an exception applies.

Product Condition:
Returned Napoleon Grills products must be unused, undamaged, and in original packaging with all manuals, parts, accessories, and included items.

Shipping Charges:
Original shipping charges and return shipping charges are non-refundable unless the return is due to our error or an approved defective, damaged, or incorrect-item claim.

Return Shipping:
Return shipping is the customer’s responsibility for non-defective returns, buyer’s remorse returns, or orders placed in error.

Restocking Fees:
Approved non-defective returns may be subject to a restocking fee of up to 25%. Any applicable restocking fee will be deducted from the refund amount.

Damaged, Defective, or Missing Items:
If a Napoleon Grills order arrives damaged, defective, or incomplete, contact Outdoor Kitchen Systems directly. We will review the issue and assist with the appropriate claim, replacement, replacement parts, refund, or other approved resolution.

White Glove or Special Delivery Services:
White glove delivery, assembly, inside delivery, gas fitting, gas line connection, removal of old grills or parts, and similar services are not included unless expressly stated in writing. Availability may vary by product, location, carrier, and service provider.

5. Return Process

5.1 Initiating a Return

To initiate a return:

Contact Customer Service:
Email us at support@outdoorkitchensystems.com or call +1 571-520-7161 within 30 days of receiving your order.

Provide Required Information:
Please provide your order number, the item you wish to return, the brand purchased, and a detailed reason for the return.

Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization number and shipping instructions. Any required return authorization number must appear on the return shipping label or return documentation. All returns must be approved before the product is returned. Returns sent without the required authorization may be refused or may not qualify for a refund.

5.2 Preparing Your Return

Package the Item Safely:
Securely pack the item in its original manufacturer packaging and original shipping cartons, with proper packaging intact.

Include All Items:
Ensure all accessories, manuals, documentation, parts, and included items are included.

Include Documentation:
Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:
If a return shipping label is provided, download and print the return shipping label provided in our email and affix the label to the outside of the package.

5.3 Shipping the Return

Shipping Method:
Use a trackable shipping method to ensure your package arrives safely, such as USPS, FedEx, UPS, or an approved freight carrier when applicable.

Return Shipping Deadline:
Ship the package within 7 days of receiving the return authorization unless otherwise instructed.

Return Authorization Timing:
Return authorizations may expire if the product is not shipped back or received within the stated authorization period. Returns received after the authorization period may be refused or may not qualify for a refund.

6. Return Shipping Costs

Customer Responsibility:
All return shipping costs are the responsibility of the customer unless the item is defective, damaged, incorrect, or the return is due to our error.

Freight Returns:
For freight or large-item returns, the customer is responsible for arranging and paying return freight unless the return is due to our error or an approved defective, damaged, or incorrect-item claim.

Company Responsibility:
If the return is due to our error, an incorrect item, or an approved defective, damaged, or incorrect-item claim, we will cover the approved return shipping costs.

7. Freight Damage and Delivery Inspection

Inspection at Delivery:
Please inspect all freight and large-item deliveries carefully at the time of delivery before signing for the shipment. If the box, pallet, skid, packaging, or product has visible damage, you should refuse the shipment when possible.

Visible Damage or Shortage:
If there is a visible shortage, missing item, missing box, missing pallet, inaccurate quantity, or any delivery discrepancy, it must be clearly noted on the delivery receipt, freight bill, or bill of lading before signing. If a shipment is visibly damaged and refusal is not possible, the damage must also be clearly noted on the delivery paperwork before signing.

Reporting Damage or Shortage:
Visible damage, shortages, missing items, or delivery discrepancies must be reported to Outdoor Kitchen Systems immediately. Accepting a visibly damaged shipment or signing for a shipment with missing items without written notation may limit our ability to assist with a freight claim, replacement, or refund.

Hidden Damage or Shortage:
Hidden damage or shortages discovered after delivery must be reported to us within 48 hours of delivery so we can assist with a carrier, supplier, or manufacturer claim.

Documentation Required:
If your package arrives damaged or items are missing, please take photos of the damaged packaging, product, shipping label, delivery paperwork, and any missing-item indicators when applicable. Please keep the original packaging and materials until the claim is reviewed.

8. Missing, Incorrect, or Damaged Items

8.1 Damaged, Defective, or Shortage Claims

Notification:
Contact Outdoor Kitchen Systems within 48 hours of receiving the item if the product is damaged, defective, or has a shortage.

Documentation:
Please provide photos or videos of the defect, damage, packaging, shipping label, and any delivery paperwork when applicable. Please keep the original packaging and materials until the claim is reviewed.

Resolution:
Damaged, defective, or incomplete products may be handled through a replacement process, warranty claim, manufacturer claim, repair assistance, replacement parts, refund, or freight claim assistance, depending on the product, issue, and applicable manufacturer or supplier requirements. Customers should contact Outdoor Kitchen Systems directly for damaged, defective, incomplete, or warranty-related issues.

8.2 Incorrect Product Received

Notification:
Inform us immediately upon receipt.

Resolution:
We will arrange for the incorrect item to be returned, at our expense, and ensure you receive the correct product or an appropriate refund. Replacement products are subject to availability.

8.3 Order Discrepancies

Please inspect your order promptly upon delivery. If any items are missing from your order, quantities are inaccurate, or you received an incorrect item, please contact us as soon as possible.

Freight shortages or large-item delivery discrepancies must be reported within 48 hours of delivery. Other non-freight order discrepancies, including incorrect items or inaccurate quantities, should be reported within 10 business days of delivery so we can review and assist with a correction.

8.4 Product Never Arrived

Notification:
Contact us if your product does not arrive within the estimated delivery time.

Resolution:
We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product, as appropriate.

9. Cancellations

Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.

Cancellation Confirmation:
Cancellation requests are not confirmed until you receive written confirmation from Outdoor Kitchen Systems.

After Shipment:
Once an order has shipped, it cannot be cancelled. Shipped orders will be handled as returns and will be subject to this Return and Refund Policy, including any applicable return shipping costs, freight charges, carrier fees, or restocking fees.

10. Incorrect Address or Refused Delivery

Customers are responsible for providing accurate shipping information at checkout.

If a package is returned due to an incorrect address, refused delivery, missed delivery appointment, or customer-caused delivery issue, the refund may be reduced by applicable return freight charges, carrier fees, re-delivery fees, address correction fees, and a restocking fee of up to 25%.

11. Non-Returnable Items

The following items may be non-returnable and non-refundable:

Custom or Personalized Products:
Items made to your specifications or clearly personalized.

Special-Order Products:
Items specially ordered, custom configured, non-standard, or not normally stocked.

Discontinued Products:
Products discontinued by the manufacturer may not be eligible for return.

Obsolete Products:
Products that are obsolete or no longer supported may not be eligible for return.

Clearance or Final Sale Products:
Items marked as clearance, closeout, final sale, or non-returnable.

Perishable Goods:
Such as food, flowers, newspapers, or magazines.

Intimate or Sanitary Goods:
Including underwear, swimwear, and personal care items, unless unopened and unused.

Gift Cards and Downloadable Software Products.

12. Refunds

12.1 Refund Conditions

Approval:
Refunds are issued after we receive and inspect the returned item.

Inspection:
All returned products are subject to inspection before a refund is approved.

Notification:
We will notify you via email regarding the approval or rejection of your refund.

Condition:
Items must meet the return eligibility criteria outlined in this policy.

Inspection and Possible Deductions:
Returned items that are damaged, missing parts, improperly packaged, used, opened, or in diminished condition for reasons not due to our error may be denied or may have additional charges deducted from the refund.

12.2 Refund Processing

Method:
Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:
It may take up to 14 days for the refund to appear in your account after approval, depending on your bank or credit card issuer.

12.3 Partial Refunds

Partial refunds may be granted in certain situations:

Condition Issues:
Items not in original condition, damaged, used, opened, or missing parts for reasons not due to our error.

Missing Packaging or Documentation:
Items returned without original manufacturer packaging, original shipping cartons, manuals, accessories, parts, labels, or required documentation.

Applicable Fees:
Refunds may be reduced by applicable restocking fees, return shipping costs, return freight charges, carrier fees, re-delivery fees, refused-delivery fees, or other approved deductions.

13. Restocking Fees

Approved returns of new, unused, unopened products in resalable condition may be subject to a restocking fee of up to 25%. The applicable restocking fee may vary by product, brand, supplier, manufacturer, fulfillment source, or return reason.

Non-defective returns, refused deliveries, incorrect-address returns, and orders cancelled after shipment may also be subject to applicable restocking fees, return freight charges, or carrier fees.

Any applicable restocking fee will be deducted from the refund amount.

14. Exchanges

Eligibility:
We replace items if they are defective, damaged, or incorrect.

Process:
To request an exchange, contact us at support@outdoorkitchensystems.com.

Shipping Costs:
For defective or incorrect items, we cover the approved shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs and any applicable restocking fees or freight charges.

15. Warranty Claims

Manufacturer warranties may apply to certain products. Warranty procedures, coverage, required documentation, and timelines vary by manufacturer. Warranty claims and defective product claims are subject to the applicable manufacturer’s warranty policy and approval process.

To assist with a warranty claim, we may request the following information:

Original order number
Manufacturer part number
Serial number, if applicable
Photos or videos of the product and issue, if available
Description of the issue

Depending on the product and issue, the resolution may include replacement parts, product replacement, repair assistance, freight claim assistance, or another approved remedy. If a defective product must be returned as part of an approved replacement or warranty claim, return instructions will be provided. The defective item must be returned within the required timeframe. If the defective item is not returned as required, the replacement product or part may be charged to the customer.

16. Timelines

Return Request Window:
Returns must be requested within 30 days of receiving the product.

Return Shipping Window:
Approved returns must be shipped within 7 days of receiving return authorization unless otherwise instructed.

Damage or Shortage Reporting:
Damage, defects, or shortages must be reported within 48 hours of delivery. Visible freight damage or shortages must be noted on the delivery paperwork before signing.

Order Discrepancy Reporting:
Freight shortages and large-item delivery discrepancies must be reported within 48 hours of delivery. Other non-freight order discrepancies should be reported within 10 business days of delivery.

Return Processing:
After receiving and inspecting the returned item, we will process the refund within 14 days if the return is approved.

Refund Period:
It may take up to 14 days for the refund to appear in your account after approval, depending on your bank or credit card issuer.

17. Errors, Inaccuracies, and Omissions

We make every effort to provide accurate product information, pricing, shipping charges, transit times, promotions, and availability. However, errors, inaccuracies, or omissions may occasionally occur.

We reserve the right to correct errors, inaccuracies, or omissions at any time, including after an order has been submitted. If an order is affected by an error, availability issue, pricing issue, shipping limitation, or other inaccuracy, we may contact you with updated information, offer an alternative solution, or cancel and refund the affected order when appropriate.

18. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

19. Questions and Support

For more information, please:

Visit our FAQ Page: outdoorkitchensystems.com/FAQ

Contact our Customer Service team:

Outdoor Kitchen Systems

Email: support@outdoorkitchensystems.com
Phone: +1 571-520-7161