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WELCOME TO THE OUTDOOR KITCHEN EXPERTS!
WELCOME TO THE OUTDOOR KITCHEN EXPERTS!

Refund policy

Effective Date: 2026-03-04

1. Overview

At The Outdoor Kitchen Experts ("we," "us," or "our"), we stand behind the quality of our products. This Return & Refund Policy explains when and how returns, refunds, and replacements may be requested for purchases made through theoutdoorkitchenexperts.com.

Summary

  • Region: United States
  • Return window: 30 days from delivery (damage/defects must be reported within 48 hours of delivery)
  • Return eligibility: Returns may be accepted for defective and non-defective items if policy conditions are met
  • Return shipping: Customer is responsible for all return shipping costs
  • Restocking fee: 25% of the product price for approved non-defective returns (see Section 6)
  • Refund processing time: 7 business days after the returned item is received, inspected, and approved
  • Exchanges: Accepted

Shipping costs: We offer free shipping on orders over $100. Orders under $100 have a $60 shipping charge. This reflects the actual cost of freight and handling for large outdoor kitchen equipment. Shipping charges are generally non-refundable unless the return is due to our error (wrong item shipped) or confirmed damage/defect on arrival.

2. Contact Information

To start a return, request a replacement, or report damage/defects, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM EST

Legal business name: This store is operated as DW Marketplace LLC (DBA The Outdoor Kitchen Experts).

3. Eligibility for Returns

Returns may be accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect (wrong item shipped)
  • The customer wishes to return a new, unused item within the policy window
  • Damage/defects/incorrect items are reported within 48 hours of delivery
  • The item is returned within 30 days of delivery (if approved)
  • The item is unused and includes all original packaging, parts, manuals, and accessories

Items must be in new condition. Used or installed products cannot be returned unless they are confirmed defective or damaged upon arrival and reported within 48 hours.

4. Reporting Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery and include:

  • Your order number
  • Photos clearly showing the damage/issue (and the packaging, if applicable)
  • A brief description of the problem

We will review the information and, if approved, provide next steps. For confirmed damage/defects or incorrect items, we may arrange a replacement or issue a refund. Please note that the customer is responsible for all return shipping costs, including for defective, damaged, or incorrect items.

5. Return Authorization and Shipping

All returns require approval before sending anything back. If your return is approved, we will provide return instructions. Please ship the item within 7 days after approval.

Return shipping costs: The customer is responsible for all return shipping costs regardless of the reason for return, including defective, damaged on arrival, or incorrect items. Due to the size and weight of outdoor kitchen equipment, return shipping costs may be significant. We recommend using a trackable shipping method.

If you send an item back without approval or without following the provided instructions, we may be unable to process the return.

6. Restocking Fee

Non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from the refund total. If the return is due to a confirmed defect, damage on arrival, or an incorrect item shipped, the restocking fee will not apply.

7. Refunds and Replacements

  • After we receive and inspect the returned item, we will confirm whether a refund or replacement applies
  • Approved refunds are issued to the original payment method within 7 business days after the return is inspected and approved
  • If a replacement is preferred and available, we can ship a replacement instead of issuing a refund

Shipping charges: Original shipping charges (including the $60 shipping charge on orders under $100) are generally non-refundable unless the return is due to our error (wrong item shipped) or confirmed damage/defect on arrival.

8. Exchanges

Exchanges may be accepted for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved (or as otherwise arranged by our team).

9. Non-Returnable Items

We cannot accept returns for:

  • Items reported after the 48-hour damage/defect reporting window (for damage/defects/incorrect items)
  • Items returned outside the approved return window
  • Items damaged due to misuse, neglect, or improper installation
  • Personalized or custom-made items (unless damaged/defective on arrival and reported within 48 hours)
  • Perishable goods
  • Gift cards and downloadable digital items

10. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once an order has shipped, cancellations are not possible. You must follow the return process outlined above.

11. Legal Rights

This policy does not affect your rights under applicable U.S. consumer protection laws.

12. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from The Outdoor Kitchen Experts, you agree to this Return & Refund Policy.

The Outdoor Kitchen Experts
support@theoutdoorkitchenexperts.com
1-833-918-9600
DW Marketplace LLC, 439 US ROUTE 1, STE A, York, ME 03909, United States
Operated by DW Marketplace LLC (DBA The Outdoor Kitchen Experts)