BBQs Australia Exchanges & Returns

We're always here to help you if you have any issue with a product. That's why we're here via phone and email

When can you return or exchange a product? 

Returns & Refund Policy

We are a small business specializing in large, commercial-grade items, most of which are made to order on a pre-order basis. Due to the nature of our products, we have strict return policies in place.

No Returns for Change of Mind

We do not accept returns or refunds due to change of mind or incorrect purchases. Please ensure you carefully review your order before confirming, as all sales are final once production has commenced.

Manufacturing & Quality Guarantee

We take great care in the manufacturing process to ensure our products meet high-quality standards. Under Australian Consumer Law (ACL), customers are entitled to a refund, replacement, or repair only if the product:
✅ Is faulty or defective due to manufacturing issues.
✅ Does not match the description provided at the time of purchase.
✅ Is not fit for its intended purpose.

We do not provide refunds for:
❌ Minor variations in materials, colors, or finishes (as manufacturing processes may cause slight differences).
❌ Shipping delays beyond our control (we will provide tracking and assist with any courier-related issues).
❌ Damage caused by misuse, improper installation, or failure to follow care instructions.

Pre-Orders & Custom Orders

As most of our items are made-to-order, we do not accept cancellations once production has started. Please ensure all details are correct before placing your order.

Shipping & Damages in Transit

We take every precaution to package your items securely. However, once an order has left our facility, we are not responsible for any damage during transit. If your item arrives damaged, you must:

  1. Notify us within 48 hours of delivery.
  2. Provide clear photos of the damaged item and packaging.
  3. Work with us to lodge a claim with the courier, if applicable.

How to Request a Return (For Faulty Items Only)

If you believe your item has a manufacturing fault, please contact us within 7 days of delivery at [your email/contact details]. You will need to provide:

  • Proof of purchase (receipt or order confirmation).
  • Clear photos/videos of the issue.
  • A detailed description of the problem.

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

Damaged Appliances

If you notice an appliance has been delivered to you in a damaged condition, you must report it to our customer service team on 1300 613 112, within 7 days  from the date of delivery. Damaged appliances are not to be installed/connected/used.

 

Faulty Products: 

Of course, nothing in this returns policy limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded. If you are a "consumer" under the ACL, the following notice applies to you:

"Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or a refund for a major failure and for 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."

Please contact us at admin@bbqsaustralia.com.au for further information. You can also call us at 1300 613 112