BBQs Australia Return Policy

At BBQs Australia, we are a small Australian business specialising in commercial-grade BBQs, cabinets, and exhaust hoods, most of which are made to order or available on a pre-order basis.
Because of the nature of our products, we maintain strict return policies to ensure fairness and transparency while fully complying with Australian Consumer Law (ACL).

1. No Returns for Change of Mind

We do not accept returns, exchanges, or refunds due to a change of mind, incorrect selection, or if you simply no longer want the item.
Please review your order carefully before confirming, as all sales are final once production has commenced.

If you have any doubts about your order, please contact us prior to purchase — we’re happy to help ensure the product meets your needs before manufacturing begins.

2. Manufacturing & Quality Guarantee

We take great care in our design and manufacturing process to ensure our products meet high-quality standards.

Under Australian Consumer Law, customers are entitled to a refund, replacement, or repair if a product:
Is faulty or defective due to a manufacturing issue;

Does not match the description provided at the time of purchase; or
Is not fit for its intended purpose.

We do not provide refunds for:

Minor variations in materials, colours, or finishes (manufacturing processes may cause slight differences);
Shipping or courier delays beyond our control (we will assist with tracking and liaise with the carrier where possible);
Damage caused by misuse, improper installation, modification, or failure to follow care or safety instructions.

3. Pre-Orders & Custom Orders

As most of our items are made to order, cancellations are not accepted once production has commenced.
If an order is cancelled prior to production, an administrative or restocking fee may apply to cover material and labour costs.

Estimated manufacturing lead times range from 4–12 weeks, depending on the item, workload, and material availability.
We’ll keep you informed of progress throughout your build.

4. Shipping & Damages in Transit

We take every precaution to securely package all products before shipping.
However, once goods have left our facility, BBQs Australia is not responsible for damage that occurs in transit.

If your item arrives damaged, you must:

  1. Notify us within 48 hours of delivery or collection;
  2. Provide clear photos of the damaged item and packaging;
  3. Work with us to lodge a claim with the freight carrier (if applicable).

Once the claim is assessed, we’ll advise whether a replacement, repair, or credit is applicable.

5. Damaged Appliances

If you receive an appliance that appears damaged upon delivery, do not install, connect, or use it.
Please contact our customer service team immediately at 1300 613 112 within 7 days of delivery.
We’ll arrange assessment and advise next steps before any installation occurs.

6. Faulty Products

We stand behind every product we make.
If you believe your item has a manufacturing fault, please contact us within 7 days of receiving your order at admin@bbqsaustralia.com.au with:

  • Proof of purchase (invoice or order confirmation)
  • Photos or videos of the fault
  • A brief description of the issue

Once reviewed, we will determine whether the item qualifies for repair, replacement, or refund under the Australian Consumer Law.

7. Consumer Guarantees (Australian Consumer Law)

Nothing in this Returns & Refunds Policy limits or excludes the consumer guarantees under the Competition and Consumer Act 2010 (Cth).

“Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

8. Food and Consumable Products

For food items such as sauces, rubs, or condiments, we cannot accept returns for health and safety reasons unless the product is:

  • Faulty,
  • Damaged in transit, or
  • Not as described.

Please report any food product issues within 7 days of receipt.

9. Refund Processing

Approved refunds will be processed to your original payment method within 7–10 business days after inspection and approval.
You’ll receive an email confirmation once your refund has been completed.

10. Contact Us

For all return or warranty-related enquiries, please contact:
admin@bbqsaustralia.com.au
1300 613 112