PRO GRILL CUSTOMER SUPPORT

Return & Refund Policy

We want you to feel confident about your purchase. Please review our cancellation and return policies before ordering, and contact our team if you need help choosing the right grill, part, or accessory.

PLEASE READ BEFORE ORDERING

Orders are unlikely to be stopped once placed.

Once you place an order, processing may begin immediately. It is very unlikely that we will be able to stop or cancel the order after it has been submitted, even if you have not yet received tracking information.

If you wish to cancel, contact us as soon as possible. We can check whether the order can still be stopped, but a cancellation request does not confirm that your order has been canceled.

If we cannot stop the order, it will need to be delivered. You must then follow the return process below, provided the item is eligible for return. Applicable restocking fees and shipping deductions still apply.

Please be certain you are ordering what you need. Our team is here to help before you purchase.

RETURN ELIGIBILITY

14-Day Return Policy

Most items may be returned within 14 days of delivery, provided they meet the conditions below and you obtain return approval before sending anything back.

Replacement Parts & Accessories

Parts must be unopened, unused, and in their original packaging, with all included accessories, manuals, and other materials.

Barbecues

Barbecues must be in their original, unopened condition. Once a barbecue has been opened or used, it is no longer eligible for return.

UNDERSTANDING YOUR REFUND

Restocking Fees & Shipping Costs

RESTOCKING

A 25% fee may apply.

A 25% restocking fee may apply to returns for reasons unrelated to an error on our part, including ordering the wrong product. This fee is deducted from the refund.

RETURN SHIPPING

Customer responsibility.

Return shipping costs are the customer’s responsibility, except when we made a significant error in processing, dispatching, or delivering the order.

ORIGINAL SHIPPING

Shipping costs are deducted.

Shipping costs from the original order are deducted from your refund unless the return is due to an error on our part.

PLEASE CHECK BEFORE PURCHASING

Items Not Eligible for Return

The following items are not eligible for return or refund:

  • Used, assembled, or installed items.
  • Opened or used barbecues.
  • Clearance and Warehouse Deals, including items sold at a discount or as part of a warehouse deal.
  • Custom-made or special-order products.
  • Products marked “non-returnable” in their product description.
  • Items returned outside the 14-day return window.

Please review product details and return eligibility before placing your order.

CONTACT US BEFORE SENDING ANYTHING BACK

How to Start a Return

All returns require prior approval. Please follow these steps.

01

Email Our Team

Email store@progrill.com with your order number, the item you wish to return, and the reason for the return.

02

Wait for Approval

We will review your request. If approved, we will provide instructions for returning the item. Do not ship it back before receiving approval.

03

Follow the Instructions

Return the eligible item according to the instructions provided. Applicable restocking fees and shipping deductions will be reflected in your refund.

Items returned without prior approval, outside the 14-day window, or without following our return instructions are not eligible for a refund.

HELP WITH YOUR DELIVERY

Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately at store@progrill.com.

Include your order number, photos, and a description of the issue so our team can review what happened.

We will work with you to resolve the problem, which may include a replacement or a return.