Exchanges, Returns & Such
Phone: (940) 387.0100
EXCHANGES - ORDERED THE WRONG ITEM:
Don't feel bad, it happens on occasion - order the wrong Spider, Woo or other accessory. We don't keep (do not even see) your credit card information. So the best way to handle getting you the right item(s) is for you to order the correct and return the wrong.
Once we get the return (and it's in resell-able condition), we'll refund back to you the cost of the wrong item. We do ask that you call us for an RMA (return authorization number) prior to sending it back. Please read Refund Period below as it limits our capabilities. Unfortunately, we can not assist on shipping charges related to purchase errors.
FORGOT TO ORDER AN ITEM AND PACKAGE HAS NOT SHIPPED
We'll do what we can to get the additional item(s) added to your original order. Best thing for you to do is place a second order and call us. On the new order, write us note in the note box to combine the second order with the original order. If you can, provide the original order number in the note.
It's best that you follow up with a phone call to us too. We'll refund back to you the overcharges on shipping once both orders are combined.
It happens from time to time, an item (stone) gets damaged in shipment. To replace the item, we need you take a picture of the damaged item(s) and shipping box. Email the pictures to us and then gives us a call. Upon receipt and confirmation, we'll send out replacements and provide instructions for the damage item(s).. Our email address and phone number are above.
WARRANTY, REFUNDS & EXCHANGES:
Items come with a ninety (90) day money back guarantee and a 90 day replacement guarantee for defect. If for any reason, you are not happy, you can return the item(s) for a refund, credit, replacement or exchange. We reserve the right to charge a restocking fee. You are responsible for costs incurred to return the item(s).
Please email or phone us prior to returning any items for instructions. Also read Refund Period below as it limits our abilities to process a refund.
Our credit card processing company provides a 60 day calendar window (time starts on order date) to complete a refund to a credit card. So, best not to wait. If, for any reason, we can't process a refund through our credit card processor, a store credit will be issued.
SHIPPING ITEMS BACK TO CERAMIC GRILL STORE:
For your full protection, we strongly suggest that all items being returned to us are: shipped back via FedEx or UPS; properly package to prevent damage; and, insured for full value. We can not provide refunds or credit for items returned and received damaged.
We have these policies and procedures so all customers are treated equitably.