Refund policy

Refund and Return Policy

Last updated: 28 August 2026

We accept approved returns of eligible defective and non-defective products within 30 days after delivery.

For a change-of-mind return, the product must be:

New, unused, and unwashed

In its original condition

Returned with its original packaging, accessories, and documentation

Accompanied by proof of purchase

Faulty, damaged, incorrect, or misdescribed products will be handled in accordance with applicable UK consumer law.

Contact support@grillnova.shop before returning a product.

Please include:

Your full name

Your order number

The reason for the return

Photographs where the product is damaged, defective, incomplete, or incorrect

Products returned without prior approval may not be accepted.

Approved returns are accepted by post or courier.

We will provide the correct return address, instructions, and prepaid return label after approving your request.

Do not return products to our registered office unless our support team specifically instructs you to do so.

GrillNova provides free return shipping for approved returns within the United Kingdom.

Customers must use the prepaid return label and instructions supplied by GrillNova.

We do not charge a restocking fee for approved returns.

We accept approved exchanges for eligible products, subject to availability.

Where a direct exchange is unavailable, we may issue a refund so that a new order can be placed.

Please inspect your order after delivery and contact us promptly if it is damaged, defective, incomplete, or incorrect.

Include your order number and clear photographs of the product and packaging.

After receiving and inspecting the returned product, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days.

Your bank or payment provider may require additional time to display the refund.

Orders may be cancelled before dispatch. If an order has already been dispatched, it must be returned after delivery under this policy.

The following may not qualify for a change-of-mind return:

Gift cards

Personalised or made-to-order products

Products that have been used, washed, damaged, or altered after delivery

Hygiene-sensitive products where a protective seal has been opened

These exclusions do not affect your statutory rights where a product is faulty, unsafe, or not as described.

Email: support@grillnova.shop
Phone: +44 7475 352330
Support Hours: Monday–Friday, 9:00 AM–6:00 PM
Time Zone: Europe/London