UK based — Northampton
Returns & Refunds Policy
Last updated: 3 November 2026
1. Company Information
This policy applies to products sold by:
EST BBQ LTD
Company registration number: 17466281
Registered office: 14 Greendale Square, Northampton, NN3 5AP, United Kingdom
Email: [email protected]
Telephone: +44 7706 751228
Website: https://www.estbbq.com
In this policy, “we”, “us” and “the Company” refer to EST BBQ LTD.
2. Your 14-Day Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have the right to cancel an online order within 14 calendar days beginning on the day after they receive the goods. You do not need to give a reason.
To exercise this right, you must tell us clearly in writing by emailing [email protected]. Please include your full name, order number, the product you wish to return and a clear statement that you are cancelling the order.
After notifying us of cancellation, you must send the goods back within a further 14 calendar days.
3. Condition of Returned Goods
You may handle and inspect the goods to the extent necessary to establish their nature, characteristics and functioning, as you would be able to do in a shop.
If the goods have been handled beyond what is necessary for inspection and their value has consequently been reduced, we may make a deduction from your refund where permitted by law. We recommend keeping the original packaging and all accessories where possible.
4. Return Costs
If you return goods because you have changed your mind, you are responsible for the direct cost of returning them, provided we informed you of this before you placed your order.
For large or heavy products, including BBQ grills, return transport costs may be higher than for an ordinary parcel. Where required by law, we will provide the applicable information or an estimate of the direct return cost before purchase.
If the return is necessary because the goods are faulty, damaged on delivery or not as described, we will bear the reasonable return costs in accordance with your statutory rights.
5. Faulty, Damaged or Not-as-Described Goods
We want every customer to receive products that are of satisfactory quality, fit for purpose and as described.
Please contact us at [email protected] if your product is faulty, damaged in transit, different from the item ordered, does not match its description or does not work as represented.
To help us assess the issue, we may ask you for photographs, videos and details of the problem. We will review your report and explain the available options.
6. Your Statutory Rights for Faulty Goods
Under the Consumer Rights Act 2015, consumers have statutory rights that cannot be removed or restricted by this policy or by our six-month commercial warranty.
In general:
- Within 30 days of receiving the goods: if the goods are faulty or otherwise do not conform to the contract, you may have the short-term right to reject them and receive a refund.
- After the first 30 days: you will generally have the right to request a repair or replacement, at no cost.
- If repair or replacement is impossible, is not provided within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or a final right to reject the goods and receive an appropriate refund, as provided by law.
For faults appearing within the first six months after delivery, the law generally presumes that the fault was present at delivery, subject to applicable exceptions. These statutory rights are separate from our six-month commercial warranty.
7. EST BBQ LTD Six-Month Commercial Warranty
In addition to consumers’ statutory rights, EST BBQ LTD provides a six-month commercial warranty covering manufacturing defects.
Depending on the nature of the defect, the warranty may provide for repair, replacement of defective components or replacement of the product where necessary and appropriate.
This commercial warranty does not replace, reduce or limit any statutory rights you may have under UK law.
8. What the Commercial Warranty Does Not Cover
The commercial warranty does not generally cover damage caused by:
- Improper use of the product;
- Failure to follow the product’s operating or maintenance instructions;
- Improper storage or unprotected exposure to environmental conditions;
- Corrosion or rust caused by lack of maintenance or improper storage;
- Deformation caused by misuse or exposure to temperatures beyond those for which the product was designed;
- Mechanical or accidental damage;
- Unauthorised alterations or repairs; or
- Normal wear and tear resulting from use.
These exclusions do not apply to manufacturing defects or non-conformities for which the Company is legally responsible.
9. Refunds
Where a cancellation or return is accepted, refunds will normally be made using the same payment method used for the original transaction, unless we agree otherwise with you.
For cancellations under the statutory 14-day right, refunds will be made within the period required by law. This is generally within 14 days after we receive the returned goods or, where applicable, receive evidence that you have sent them back.
The refund will include the cost of standard delivery paid by you. If you selected a more expensive delivery option, we are not required to refund the additional cost.
Where permitted by law, we may deduct an amount to reflect any reduction in the value of the goods caused by handling beyond what is necessary to inspect them.
10. Personalised or Made-to-Order Products
The statutory 14-day cancellation right does not apply to certain goods made to the consumer’s specifications or clearly personalised for them, where the legal exception applies.
This exception does not automatically apply to products simply because they are handmade or produced in small batches.
Your statutory rights in relation to faulty or non-conforming goods continue to apply to personalised products, as provided by law.
11. Goods Damaged in Transit
We recommend checking your goods when they arrive. If you notice visible damage to the packaging or product, please take photographs and contact us as soon as reasonably possible.
We will review the matter and work with the carrier to identify an appropriate solution. Reporting damage does not limit your statutory rights.
12. How to Return an Item
Please contact us before sending any product back so that we can provide the correct return instructions.
EST BBQ LTD
Email: [email protected]
Telephone: +44 7706 751228
Website: https://www.estbbq.com
Please do not send products to our registered office unless we have confirmed that this is the correct return address.
For large or heavy products, please wait for our instructions before arranging transport.
13. Business-to-Business Orders
For orders placed by companies or customers acting for business purposes, consumer cancellation rights do not automatically apply.
Returns and refunds for B2B orders will be considered in accordance with the agreed contractual terms and applicable law. Legal rights relating to goods that do not conform to the contract continue to apply to the extent provided by law.
14. Your Legal Rights
Nothing in this policy is intended to exclude, restrict or replace any statutory rights available to consumers under the laws of the United Kingdom.
If any provision of this policy conflicts with applicable law, the relevant legal requirements will apply.
EST BBQ LTD — Quality Not Quantity.