Delivery & Returns

Delivery

Delivery to mainland UK will be made up to 10 working days after order placement (Mon to Fri). Due to carrier restrictions beyond our control we are unable to deliver outside of the mainland UK.

Our carrier will contact you directly to advise the delivery time slot and tracking information. For barbecues and heavy items, the delivery will be made by a two-person team who will place the product(s) in a room or outdoor location of your choosing

NB: If you order multiple items only one delivery charge will be added to the total order and this will be the highest individual unit delivery amount of the items ordered. To help reduce carbon emissions all of the items on your order will be delivered together. 

Delivery charges are based on weight:

Tier 1: £5.99

Tier 2: £14.99

Tier 3: £49.00

Returns eligibility:

We can only accept returns on products purchased through this website. For purchases through third party retailers/garden centres etc, please contact the place of purchase.

For purchases on this website, you must notify us within 14 days of receipt of goods that you wish to cancel and return your item(s). 

You then have another 14 days to return the goods to our distribution centre, located at RETURNS - Leisuregrow Products Ltd - Distribution Centre. Clenchwarton Rd, King's Lynn PE34 3LL.

The item must be unused, in its original packaging, and in the same condition as received. Some items, such as perishables (e.g. BBQ rubs and sauces) can only be returned if they are defective or damaged upon arrival. All gift voucher purchases are non-refundable. 

The returns cost is the responsibility of the customer. If the item being returned requires a pallet, then please contact consumer@leisuregrow.com who will arrange collection on the customer's behalf and deduct the cost of the collection from the refund. 

Returns Process (Change of mind):

To submit a return request, click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:

• In the Email field, enter your email address, and then click Continue.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store and enter the six-digit verification code.

2. Click the order that you want to submit the return for.
3. If your order has more than one item, select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved, you will receive confirmation from our platform.
6. Please print a copy of your order and include with the product
7. All returns must be via a traceable courier/delivery company with a tracking number. We cannot be held accountable for lost deliveries or damage occurred in transit.  
8. After the product is returned, you will receive a refund as per the following terms outlined below.

Refunds:

Once we receive your returned item, our team will inspect it to verify its eligibility for a refund.

If the return is approved, we will process a refund to the original method of payment within 7 business days.

Please note that shipping costs are non-refundable, and any return shipping fees will be the responsibility of the customer unless the return is due to an error on our part.

Limited Warranty

We offer a limited warranty on all products purchased either through this website or through third-party retailers/garden centres etc. All products must be registered for limited warranty via our “warranty registration” page within 28-days from receipt of goods. To make a limited warranty claim, or for further details about our limited warranty, please submit your details on the “warranty claim” page. In all instances where a product is not covered by one of our limited warranties a standard 12 month warranty will apply.

Exchanges:

If you would like to exchange, please follow the returns process outlined above and indicate your preference for an exchange when contacting our customer service team at consumer@leisuregrow.com.

Exchanges are subject to product availability, and we will do our best to accommodate your request. As stated, shipping costs are non-refundable, and any return shipping fees will be the responsibility of the customer unless the return is due to an error on our part.

Damaged or Defective Items:

We can only address damaged or defective products purchased through this website.

For purchases through third party retailers/garden centres etc, please contact the place of purchase.

You must notify us of any damage or defects within 14 days of receipt of goods either via consumer@leisuregrow.com. We will require photographic evidence of the damage/defect.

If the issue cannot be resolved with a replacement part, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date.

Once received, the items will be checked and our customer services team will contact you to discuss a replacement or full refund. We are unable to give refunds for damaged items not notified within 14 days. This does not affect your statutory rights.

Contact Us:

If you have any questions or concerns regarding our returns policy or the status of your return, please don't hesitate to reach out to our customer service team at consumer@leisuregrow.com.

By making a purchase from this website, you agree to abide by the terms and conditions of our returns policy outlined above.

Grillstream (part of LeisureGrow Products LTD) reserves the right to amend or update this returns policy at any time without prior notice.