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: 571-520-7161
Address: 8401 Mayland Dr, Ste A, Richmond, VA, 23294, USA

Hours: Monday–Friday, 9am-5pm, EST

3. Return Eligibility

Customers may request a return within 30 days of receiving the product, subject to the conditions outlined below.

3.1 Conditions for Return

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

Return 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, and 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.

Documentation and Accessories:
The item must include all documentation, manuals, accessories, parts, and any included items or free gifts.

Resalable Condition:
Returned merchandise must be in resalable condition.

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. Return Process

4.1 Initiating a Return

To initiate a return:

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

Provide Required Information:
Please provide your order number, the item you wish to return, 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 (RMA) number and shipping instructions. Any required RMA 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.

4.2 Preparing Your Return

Package the Item Safely:
Securely pack the item in its original manufacturer packaging.

Include All Items:
Ensure all accessories, manuals, documentation, parts, and free gifts 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.

4.3 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.

RMA Validity:
Return authorizations may expire if the product is not shipped back within the stated return authorization period.

5. 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 product claim.

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

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:
Items must be unused, undamaged, in original manufacturer packaging, include all documentation and accessories, and be in resalable condition.

Return Request:
Return requests must be made within 30 days of receiving your order.

Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees, return shipping costs, freight charges, carrier fees, or other approved deductions.

6.2 Defective or Damaged Goods

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

Freight Delivery Inspection:
For freight or large-item deliveries, please inspect the shipment at the time of delivery before signing. If the box, pallet, skid, packaging, or product has visible damage, you should refuse the shipment when possible. If refusal is not possible, the damage or shortage must be clearly noted on the delivery receipt, freight bill, or bill of lading before signing.

Hidden Damage or Shortage:
Hidden damage or shortages discovered after delivery must be reported to us within 48 hours of delivery.

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:
Defective 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, or warranty-related issues.

6.3 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.

6.4 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.

6.5 Order Cancellation

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.

6.6 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%.

7. Exceptions to the Return Policy

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, or not normally stocked.

Discontinued Products:
Products discontinued by the manufacturer 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.

8. Refunds

8.1 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 Section 3.

Inspection and Possible Deductions:
Returned items are subject to inspection before a refund is approved. 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.

8.2 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.

8.3 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, 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.

9. 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, supplier, manufacturer, 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.

10. 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.

11. 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.

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.

12. 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.

13. 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.

14. Legal Rights

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

15. Questions and Support

For more information, please:

Visit our FAQ Page: outdoorkitchensystems.com/FAQ

Contact our Customer Service team:

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

Outdoor Kitchen Systems
support@outdoorkitchensystems.com
571-520-7161
8401 Mayland Dr, Ste A, Richmond, VA, 23294, USA