Refund Policy
Please make sure to scroll down for the Solution Offset BBQ Smoker return/refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at MSBBQ@collectivefulfillment.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at MSBBQ@collectivefulfillment.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refund Policy for the Solution Offset BBQ Smoker
Thank you for choosing our Solution Offset Smoker. We aim to ensure your complete satisfaction with our products. Here's our refund policy:
- Returns for Reasons Other Than Manufacturer Defects: If you decide to return the Offset BBQ Smoker for any reason not related to manufacturing defects, please note the following:
- Freight Fees: You will be responsible for all shipping and handling costs associated with returning the product to us. This includes both the original shipping fee (if applicable) and the cost to return the smoker to our facility.
- Restocking Fee: We charge a 15% restocking fee on the purchase price of the smoker. This fee helps cover the costs of processing, inspecting, and restocking the returned item.
- Exceptions: This policy does not apply to returns due to manufacturing defects, damage during shipping, or if the product does not match its description. In such cases:
- We will cover the cost of return shipping.
- No restocking fee will be applied.
- A full refund or replacement will be provided, based on your preference.
Return Process:
1. Contact our customer service team within 30 days of receipt to initiate a return.
2. Provide your order number, the reason for the return, and any relevant photos or documentation if applicable.
3. Once approved, you will receive instructions on how to ship the smoker back to us. Please ensure the product is returned in its original packaging and condition, less normal wear from use.
Condition of Returned Goods:
The product must be returned in a clean, unused condition (except for normal use to determine fit or function) to be eligible for a refund minus the restocking fee. Any signs of excessive use or damage not due to manufacturing defects may result in a partial or denied refund.
Refund Timeline:
Refunds, minus any applicable fees, will be processed within 14 business days of receiving your returned item, provided it meets the return condition criteria. Your refund will be credited to the original method of payment.
We appreciate your understanding and encourage you to contact our customer service for any questions or assistance with this policy. Thank you for choosing our Solution Offset Smoker!