Refund policy

Return & Refund Policy for CapitalGrills.com

Reporting Damaged or Defective Items

All defects, damages, or missing items must be reported within 30 days of receiving your order — even if you do not plan to install the item immediately or are not installing it yourself.

Please inspect your shipment immediately upon delivery. Failure to report issues within the 30-day window may result in denied claims.

To report a defect or damage:

Email support@capitalgrill.com within 30 days of delivery.
Include your order number.
Attach clear photos and a video clearly showing the damage or issue. These are required for claim review.

All defect or damage claims must be reviewed and approved by our team before any resolution is provided.

Defective Product Process

If you experience a defect with your product:

Read the product manual thoroughly to ensure proper setup and troubleshooting.
Reach out to our customer service team at support@capitalgrill.com if the defect persists. Our team is available to assist with troubleshooting and guiding you through any necessary steps.
If the issue persists after troubleshooting, you may need to utilize the manufacturer’s warranty. Our team can guide you through the warranty process.

If the defect is verified and approved, you may be offered:

A discount to keep the merchandise, or
The option for a replacement or return, subject to our return terms.

Refunds, Fees & Deductions

If your return is approved:

A 25% restocking fee will be deducted from your refund.
All applicable shipping costs to and from your delivery address may also be deducted.
Refunds are issued to the original payment method after the item is received and inspected.

Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to a verified product defect or an error attributable to CapitalGrills.com or the shipping carrier.

Return Shipping

Return shipping is the responsibility of the customer unless otherwise stated in this policy.
We recommend using a trackable service and keeping your receipt.
We are not responsible for returns lost or damaged in transit.

Do not return items without prior authorization. Contact support@capitalgrill.com to request a return.

Returns Due to Incorrect or Incomplete Shipping Information

Customers are responsible for providing a complete and accurate shipping address when placing an order. All orders are shipped to the address provided at the time the order is placed.

Address corrections may be made at no charge prior to tracking information being provided. If you need to make a correction, please contact us as soon as possible by phone at 1 (866) 850-3450 or email support@capitalgrill.com.

Once tracking information has been provided and the order has entered the shipping process, any additional charges assessed by the shipping carrier to correct, redirect, intercept, or otherwise modify the shipment are the responsibility of the customer. These charges are determined by the shipping carrier and are not fees imposed by CapitalGrills.com.

Shipping Address Issue Resolution Process

If an issue with the shipping address is identified after the order has entered the shipping process, the following steps will apply:

1. Customer Contact

CapitalGrills.com will contact the customer to notify them of the shipping issue.

2. Resolution

We will provide the available solution and any applicable additional costs required to correct, redirect, or reship the order.

If additional payment is required, an invoice will be sent to the customer. Payment must be received before the requested correction, redirect, or reshipment can be processed.

3. No Response or Payment

If the customer does not respond or does not pay the applicable additional charges, the shipment may be returned to CapitalGrills.com.

Once the returned shipment is delivered to CapitalGrills.com, the customer will have 7 business days from the date of delivery to contact us regarding the order.

If we do not receive a response from the customer within those 7 business days, CapitalGrills.com will process the refund to the original payment method, less any applicable restocking fee, return shipping charges, carrier fees, reshipping costs, or other applicable shipping-related charges.

CapitalGrills.com will make reasonable efforts to assist with resolving shipping issues; however, we cannot guarantee that a carrier will be able to correct or redirect a shipment once it has entered the shipping process.

Customers are encouraged to carefully review their shipping information before completing an order to help prevent delays, additional charges, or returned shipments.

Non-Returnable Items

We do not accept returns for:

Used, opened, or assembled items.
Items not in original condition or packaging.
Final sale or clearance items.
Gift cards.
Return requests made after 30 days from delivery.

Questions

If you have any questions or need assistance, our team is happy to help.

Email: support@capitalgrill.com
Phone: 1 (866) 850-3450