Customer Service Policy

1. Purpose

Our aim is to deliver a high standard of customer service by providing clear communication, efficient support, and fair resolution of all customer enquiries and issues relating to our products, including BBQs, outdoor cooking equipment, and garden living products.

2. Our Commitment to Customers

We are committed to:

• Providing accurate and helpful product information
• Responding to all enquiries promptly and professionally
• Resolving issues fairly and efficiently
• Ensuring customers receive products in good condition
• Improving service through continuous feedback

3. Communication Standards

• All customer enquiries will be handled in a polite, respectful, and professional manner.
• We aim to respond to all emails and messages within 24–48 working hours.
• Telephone calls (if applicable) will be answered during normal business hours.
• Customers will be kept informed of any delays or issues affecting their order.

4. Order Support & Delivery

• Customers will receive confirmation once an order is placed.
• Delivery updates will be provided where tracking is available.
• We are not responsible for courier delays but will assist in resolving any issues with carriers.
• If an item is delayed beyond expected timeframes, customers will be updated promptly.

5. Damaged or Faulty Goods

If a product arrives damaged or develops a fault:

• Customers must report the issue as soon as possible with photographic evidence where applicable.
• We will assess the issue and offer one of the following:
  • Replacement parts
  • Replacement product
  • Partial refund or goodwill gesture (where appropriate)
• We aim to resolve all damage/fault cases within 5–10 working days, depending on stock and courier arrangements.

6. Returns & Refunds

• Returns are accepted in line with UK consumer law and our returns policy.
• Items must be returned in original or reasonable condition where possible.
• Refunds will be processed once goods are received and inspected.
• Refunds may exclude delivery charges unless the item is faulty or incorrect.

7. Complaints Handling

We take all complaints seriously.

• Stage 1: Initial review by customer service team
• Stage 2: Escalation to senior management if unresolved
• Stage 3: Final decision communicated in writing

We aim to acknowledge complaints within 2 working days and provide a full response within 5–10 working days.

8. Replacement Policy

Where a replacement is approved:

• A replacement item or part will be sent as soon as possible
• If collection is required, it will be arranged with the customer
• We will aim to minimise disruption to the customer’s use of the product

9. Customer Expectations

Customers are expected to:

• Provide accurate order and contact details
• Report issues promptly
• Treat staff respectfully during all communications

10. Continuous Improvement

We regularly review customer feedback to improve:

• Product quality
• Packaging and transport protection
• Response times and service efficiency