Returns & Refunds

Thank you for shopping at the BBQ Vault

If you are not entirely satisfied with your purchase we are here to help!

Right to Cancel

You are entitled to cancel this contract within 14 days without providing any reason. This cancellation period expires 14 days from the date you, or a third party designated by you (excluding the carrier), physically receives the goods. To exercise your right to cancel, you must inform us of your decision by sending a clear statement via email to support@bbqvault.co.uk

To meet the cancellation deadline, it is sufficient to send your communication regarding the exercise of the right to cancel before the cancellation period has expired.

After the 14-day cancellation period, we may still accept returns; however, additional charges may apply. These regulations do not affect your statutory right to cancel and do not apply during the 14-day cancellation period.

Effects of Cancellation

If you cancel this contract within the 14-day cancellation period, we will reimburse all payments received from you. You will be responsible for the costs of returning the goods to us. We may deduct from the reimbursement any loss in value of the goods if the loss results from unnecessary handling by you.

We will make the reimbursement without undue delay, and no later than:

(a) 14 days after the day we receive the returned goods from you; or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

We will process the reimbursement using the same payment method you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier. You should send back the goods or hand them over to us without undue delay and, in any event, no later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the 14-day period has expired.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

To Return a Product to us

Please make sure the product was received by you in the last 14 days.

Send an email to support@bbqvault.co.uk

Your email should have the following information so that we can process a return

Your name
Order reference number
Your Address
Email address
Contact number
Date of purchase
Date the goods were received by you
If you ordered multiple items, which do you want to return?

Return Instructions

Upon approval of your return, please include a note specifying whether you prefer an exchange—detailing the desired replacement—or a refund.

Preparing Your Return Shipment

Ensure all items are repackaged as they were upon receipt. If your item arrived on a pallet, securely reattach it to the pallet using straps or cling film to prepare for courier collection.

For products with delicate properties, inform your chosen courier about the fragile nature of the contents. Additionally, ensure the shipment is fully insured to its retail value.

Damaged or Defective Items

If you receive a damaged or faulty product, please contact us immediately for assistance.

If you have any questions about our returns & refund policy, please contact us:

By phone 0808 280 6086
support@bbqvault.co.uk