Return Policy

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30 Day Return Policy:

We want you to be satisfied with the products you purchase. If you are unsatisfied with your purchase for any reason, please let us know, and we will do our best to assist you.

We offer a simple return policy allowing you to return any new, unused, unassembled, and resalable items in their original packaging within 30 days of delivery for a refund.

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The refund issued will be for the total amount of the order minus original outbound shipping and any return shipping costs incurred by Mathews BBQ Supply.

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• If the return request is due to a manufacturer defect or damage in transit, we will first attempt to work with the customer to repair the product; if the return request is due to a shipping error please contact us at (866) 902-3362. If repair is not possible within reason, we will help replace the item. Items that arrive damaged will require images of the damage in order to get the items replaced.

• If your purchase was originally shipped via Freight it will have to be returned to us via Freight service. We will require a photo of the item as you’ve packaged it in order to have a “before” image to protect against any damage caused during return shipping.

• Upon returning an item, be sure the product is clean, the packaging is original, placement is sufficient to prevent damage, and note your RMA number on the outside of the package.

• All Freight shipments are sent strapped to a pallet and must be strapped to a pallet once more to be eligible for return. In the event the customer disposes of the original pallet, it is their responsibility to source a pallet for the return to be eligible.

 

If you'd like to return your item(s), please contact us at 866-902-3362 to obtain an RMA number (Return Authorization number) and we will process your return quickly.

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Refund Eligibility:

 

To be eligible for a return, item(s) must be within 30 days of delivery in new, unused, unassembled, and resalable condition in the original packaging.

• The cost of original outbound shipping will be deducted from the refund total.

  • A return shipping label can be available upon request, but will be at the customer's cost.

• For returns that require freight service, we can schedule a freight truck to pick up the returning item(s) but the customer will be responsible for the freight costs.

• Certain items are not eligible to be returned. This includes custom items and items built-to-order.

  • These items include, but are not limited to, American Fyre Designs products, Real Fyre products, and other custom-built products.

• A refund will be applied to the credit card, debit card, or other form of payment used at the time of original transaction.

• Returns are usually processed within 5-7 business days, but processing time may be longer during seasons of high volume. The bank associated with the charge may also have additional processing time before issuing a credit.

 

Mathews BBQ Supply reserves the right to refuse a refund or apply a restocking fee if:

• The item returned does not match the original item shipped.

• The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.

• The item was damaged during return shipment due to improper or insufficient packaging.

• The item being returned has been used or is no longer in new and resalable condition.

• The item is being returned after the 30-day return window

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