Return Policy

Return Window

• Customers have 14 days from the date of delivery to request a return.

Condition for Returns

• New Item Return:
• The item must be returned in its original, unopened, and sealed packaging.
• Customers are responsible for the cost of return shipping, which will be deducted from the refund total.
• There is no restocking fee for new item returns.
• Open Box Return:
• The item must be in its original condition, unused, and include all parts, accessories, and documentation.
• Open Box Returns are subject to a 15% restocking fee, which will be deducted from the refund total.
• Return shipping costs also apply and will be deducted from the refund.

Return Process

1. Request a Return:
• Submit the Return Request Form to our customer service team to receive a Return Merchandise Authorization (RMA) number.
• Provide all the required information in the form, along with a brief reason for the return.
2. Prepare the Return:
• Pack the item securely in its original packaging, including all accessories, manuals, and parts.
• Clearly mark the RMA number on the outside of the return package.
• Include a copy of the original receipt or order confirmation inside the package.
3. Ship the Return:
• Bear Grill will provide the shipping label, arrange the pickup for the return, and supply tracking information to monitor the package’s arrival at the facility. The cost of return shipping will be deducted from the refund total.
• Bear Grill will handle the return shipping process, so customers do not need to use a trackable shipping service or purchase shipping insurance.

Damaged or Defective Items

• If an item is received damaged or defective, an exchange will be provided with no additional cost to the customer.

• Notification of Damage:
• Report any damage caused during shipping within 72 hours of the delivery date.
• Submit a Damage Report Form, available on the website or provided upon request.
• Include clear photographs of the damage, a description of the issue, and the order number in the request.

Exchange Process

• Once the returned item is received and inspected, an exchange will be processed within 7-10 business days.
• Specify the preference for a replacement item. The replacement item will be shipped once the return is approved.

Refunds

• Refunds will be issued to the original payment method, minus the 15% restocking fee and any return shipping costs for Open Box Returns.
• Allow up to 7-10 business days for the refund to be processed and reflected in the account after the return inspection is complete.

Order Cancellations

• To cancel an order, contact Bear Grill as soon as possible. Cancellations can only be processed if the order has not already been shipped. If the order is in transit, it will need to be returned following the standard return process.

Customer Service

• For any questions, to initiate a return, report a damaged item, or request a cancellation, contact the customer service team.

Bear Grill values its customers’ business and is available to assist with any issues or concerns.