Refund policy
15–day “No Hassle” Returns
We allow you to return all new, unused, and resalable items in their original packaging for a full refund (minus actual shipping cost we incurred). Custom orders are not eligible for return. Gas appliances that have been connected to a fuel source are not eligible for a refund. Please call us for details.
No Restocking Fee
Most companies charge a 15% or more restocking fee. We want you to be happy with your purchase, so we don't have a restocking fee. However, customer is responsible for shipping costs incurred both ways. Custom orders are not eligible for return. See our returns policy for more information.
This flat rate or free shipping policy applies to products shipped via standard shipping to locations in the contiguous 48 states. bigridgeoutdoorkitchens.com reserves the right to choose delivery type (parcel or freight), carrier, and service level of each shipment shipped via standard shipping. In the event of freight shipments, standard shipping includes curb side delivery and lift gate service. If special considerations are required for curbside delivery (ex: hard to reach areas such as Martha’s Vineyard or a rooftop condo, etc), these special considerations will be an additional fee and are not included in standard shipping.
Here at Big Ridge, we want you to have a great experience with us! That’s why we offer a simple, crystal clear return policy. We allow you to return all new, unused, and resalable items in their original packaging within 15 days of delivery for a full refund (minus actual shipping costs we incurred). Naturally, if your return is because of our error, we’ll eat these shipping costs. Return shipping is the responsibility of the customer.
If your return request is due to product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced.
If your return will be coming back via freight truck, we will require you to get us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
To obtain an RMA, prior to sending the product back, Call Us @ 866-635-5487 or email customerservice@bigridgeoutdoorkitchens.com. Please fill out the form and email it to customerservice@bigridgeoutdoorkitchens.com or call 866-635-5487 for further instructions. As always, please call us at 866-635-5487 to have us guide you through the process.