At Kitchen Flame Shop, we stand behind our premium outdoor cooking equipment with the same confidence we put into crafting our ceramic kamado grills and stainless steel smokers. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of delivery for most products. To be eligible for return:

  • Item must be unused, in original condition, and in its original packaging
  • All accessories and documentation must be included
  • A valid proof of purchase is required

Non-Returnable Items

Due to health and safety regulations, the following products cannot be returned:

  • Grilling Tools (once removed from packaging)
  • Insulating Jackets (if used or installed)
  • Any product that shows signs of use or is not in resalable condition

How to Initiate a Return or Exchange

Step 1: Contact Our Customer Service

Email us at [email protected] with your return/exchange request within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange
Return Request Template: Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kitchen Flame Shop Team, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number]). Item(s) for return/exchange: [Product Name(s)] Reason: [Brief explanation] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Our team will review your request within 1-2 business days and provide:

  • Return authorization number
  • Return shipping instructions
  • Return address (our warehouse in Bamberg, SC)

Step 3: Ship Your Return

Package the item securely in its original packaging and include all accessories. Affix the return label we provide (for US customers) or follow the international return shipping instructions.

Note: Customers outside the US are responsible for return shipping costs unless the return is due to our error.

Refund Process

When Will I Receive My Refund?

Once we receive and inspect your return:

  • Credit card/PayPal payments: Refunds are processed within 3-5 business days and typically appear in your account within 5-10 business days, depending on your financial institution.
  • Original payment method: Refunds will be issued to the original payment method used for purchase.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • You’ll be responsible for any price difference
  • Expedited shipping options are available at additional cost

Damaged or Defective Items

If your premium grill or outdoor cooking equipment arrives damaged or defective:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or repair at no cost to you
  3. In some cases, we may request return of the damaged item

Special Note for Large Grill Returns

Due to the size and weight of our freestanding grills, kamado cookers, and outdoor pizza ovens:

  • We may arrange for special freight pickup
  • Original shipping fees are non-refundable for changed mind returns
  • Additional restocking fees may apply (up to 15% of item value)

Questions?

Our customer service team is ready to assist grill masters like you with any return or exchange questions. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM EST

At Kitchen Flame Shop, we’re committed to ensuring your outdoor cooking experience is as exceptional as our products. While we hope every purchase meets your expectations, we stand ready to make things right if they don’t.