All you need to know about delivery and returns, if you have any questions at all please contact our friendly and helpful Black Rock Grill customer service team

UK Mainland Shipping-
Standard Delivery 3-5 working days, courier Hermes
Express Delivery Next Working Day
*Orders must be placed by 1pm for next day delivery
In a Hurry? Give us a call to see if we can arrange a Saturday delivery: +44 (0) 1256 359858
You will receive an email notifying when your order has been shipped.

Parcels up to (approx 30kg) - International Shipping
International orders are shipped via our international courier service, to ensure fast and reliable delivery.
All international delivery costs are calculated based on the number of products and weight of your order. For shipping quotes please add the required items to your cart and enter your delivery address. 
We have fulfilment centres around the world so we endeavour to keep the shipping rates as low as possible. 
Please note: For orders shipped outside the UK/EU duty, taxes and fee charges may be applied by your local customs department and these will have to be paid locally. We have no jurisdiction over local taxes, duty or fee’s charged locally.
 
Pallets over 50kg & Full Set-Up - Shipments
Once you have placed your order for your Black Rock Grill Set-Up or accessories, we will be in touch to run through your order, confirm and arrange appropriate shipping with you. Large orders and full trade set-ups will be pallet shipped.
Delivery costs may vary depending on order size, weight and delivery location.

DELIVERY RESTRICTIONS FOR ITEMS THAT CONTAIN SUBSTANCES CLASSIFIED AS DANGEROUS FOR TRANSPORTATION

Any product that contains flammable, pressurised, corrosive, environmentally hazardous or otherwise harmful substances are classified as dangerous goods.  As a result we can only deliver these products to the UK mainland.
 
In a Hurry? Or have any questions about International Shipping please contact our helpful and friendly Customer Service team: ukshop@blackrockgrill.com / +44 (0) 1256 359858

For custom orders and best shipping rates please contact our Customer Service team on: ukshop@blackrockgrill.com+44 (0) 1256 359858

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Returns-

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is not in the original packaging or has been used then we have the right to refuse a refund.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition or is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Please note that partial refunds are given at our discretion once the goods have been received.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

  • Late or missing refunds
  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at ukshop@blackrockgrill.com

If you would like to send a damaged product back, it is the discretion of Black Rock Grill as to whether or not we pay for return postage / courier. Please discuss with someone from Black Rock Grill before sending it back. If the product is damaged and not in a good condition then we will ask you to dispose of it. If you still decide to send it back then we will not cover the cost of sending it back.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ukshop@blackrockgrill.com and send your item to:

Black Rock Grill
Unit 1 Bear Court
Basingstoke UK
RG24 8QT
If you are in the USA please send the goods to:

Black Rock Grill USA Inc
710 Wilmington Rd Ste A
New Castle
DE 19720

Please ensure you email ukshop@blackrockgrill.com to tell us you are returning the goods and would like a refund. If there is no contact then we will not issue a refund.

Shipping

To return your product, you should mail your product to:

Black Rock Grill
Unit 1 Bear Court
Basingstoke UK
RG24 8QT
If you are in the USA please return the goods to:
Black Rock Grill USA Inc
710 Wilmington Rd Ste A
New Castle
DE 19720

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £40, you should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

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