Refund policy
Effective Date: January 13, 2026
Last Revised: January 13, 2026
1. Introduction
Welcome to Prime Grill Shop. We know that returns and freight claims aren't fun for anyone, so our team is committed to making the process as smooth and fair as possible—always within the guidelines below.
This Refund Policy ("Policy") outlines the terms and conditions governing returns, refunds, exchanges, and damage claims for products purchased through our website at https://primegrillshop.com. This Policy applies to all purchases made through the Prime Grill Shop website at https://primegrillshop.com. By placing an order with Prime Grill Shop, you acknowledge that you have read, understood, and agreed to the terms set forth in this Policy.
We are dedicated to providing exceptional products with unmatched customer care. If you have any questions or concerns regarding this Policy, please contact our customer service team before making a purchase.
2. Definitions
For the purposes of this Policy, the following definitions shall apply:
- "Company," "we," "us," or "our" refers to Prime Grill Shop.
- "Customer," "you," or "your" refers to the individual or entity purchasing products from Prime Grill Shop.
- "Product(s)" refers to any item(s) purchased through our website.
- "Order" refers to a confirmed purchase transaction.
- "Business Days" refers to Monday through Friday, excluding federal holidays observed in the United States.
- "Freight Shipment" refers to large items shipped via freight carrier that require delivery appointment scheduling.
- "Parcel Shipment" refers to standard-sized items shipped via common carriers such as UPS, FedEx, or USPS.
3. Order Cancellation
3.1 Cancellation Before Shipment
You may cancel your order at any time before shipment for a full refund. To request a cancellation, please contact our customer service team immediately via email at support@primegrillshop.com or by phone.
3.2 Cancellation After Shipment
Once an order has shipped, it cannot be cancelled. You may, however, refuse delivery or initiate a return in accordance with the terms of this Policy.
3.3 Payment Processing Fees
Please note: Some payment processors may deduct their transaction fees from refunded amounts if an order is cancelled, even before shipment. We will notify you as soon as possible if this applies to your cancellation request.
4. Freight Inspection and Damage Claims
4.1 Inspection Upon Delivery
For all freight shipments, open and inspect your order while the delivery driver is present. You or your designated representative must inspect the product(s) thoroughly at the time of delivery, before signing the delivery receipt. If the driver does not allow sufficient time to inspect, note this on the delivery receipt. This includes:
- Inspecting the exterior packaging for visible damage, punctures, tears, or water damage.
- Opening the packaging to inspect the product itself for any damage, dents, scratches, or missing components.
- Verifying that all items listed on the packing slip are present and accounted for.
4.2 Documenting Damage
If any damage or discrepancy is discovered at the time of delivery, you must:
- Document all damage or missing items directly on the delivery receipt before signing.
- For severe damage, write "Refused due to damage" and contact us immediately.
- Do not discard damaged items or original packaging.
- Take photographs of the damaged packaging and product(s) from multiple angles.
- Contact Prime Grill Shop within two (2) business days of delivery to report the damage and provide documentation, including photos and delivery details.
4.3 Refusing Delivery
You have the right to refuse delivery of any freight shipment that shows significant damage. If you refuse delivery, please contact us immediately so we can coordinate a replacement or refund.
4.4 Failure to Inspect or Document
Signing the delivery receipt without noting damage confirms the order arrived complete and in excellent condition. If the driver does not allow sufficient time to inspect, note this on the delivery receipt. We strongly encourage thorough inspection prior to signing.
4.5 Return of Damaged Goods
Damaged items must be returned within 30 days. If not returned, a charge will be made to your original payment method.
5. Concealed Damage
5.1 Definition
Concealed damage refers to damage that is not visible on the exterior packaging and is only discovered after unpacking the product.
5.2 Reporting Concealed Damage
If you discover concealed damage after delivery, you must:
- Report the damage to Prime Grill Shop within two (2) business days of delivery.
- Retain all original packaging materials, including boxes, foam, and packing materials.
- Provide photographs of the damage, the product, and all packaging materials.
5.3 Concealed Damage Reimbursement
Concealed damage reimbursement is typically limited to one-third (1/3) of the product's cost, subject to review at our discretion and may vary on a case-by-case basis. Please provide photos and a detailed description so we can help determine the best solution.
This limitation exists because concealed damage claims are difficult to verify with carriers after delivery acceptance. We will work with you in good faith to reach a fair resolution whenever possible.
6. Return Eligibility
6.1 General Return Policy
We accept returns of most products within fifteen (15) days of delivery, subject to the following conditions:
- The product must be unused, uninstalled, and in its original condition.
- The product must be in its original packaging with all accessories, manuals, and components included.
- You must obtain a Return Merchandise Authorization (RMA) number from our customer service team before shipping the return.
6.2 Return Authorization
To start a return, email support@primegrillshop.com or call (970) 292-6488. Provide your order number, the product(s) you wish to return, and the reason for the return. You will receive an approval or denial within 1–2 business days. If approved, you’ll get a detailed Return Authorization (RMA), return shipping labels (if requested), and instructions for completing your return. You will have 10 days from the date you receive the Return Authorization to ship the product back. Returns sent without an RMA number may be refused or delayed.
6.3 Return Shipping Deadline
Once an RMA is issued, you must ship the return within ten (10) days. Failure to ship within this timeframe may result in cancellation of the return authorization.
7. Return Shipping
7.1 Defective or Incorrect Products
If you received a defective product or a product that differs from what you ordered, contact us within 48 hours of delivery and provide photos or videos of the issue. Prime Grill Shop will cover the cost of return shipping. We will arrange for carrier pickup or provide a prepaid shipping label at our discretion. For incorrect products received, we will arrange return shipping at our expense and send the correct product.
7.2 Change of Mind or Customer Preference Returns
For returns due to change of mind, buyer's remorse, or customer preference (where no defect or error exists), the customer is responsible for all return shipping costs.
7.3 Freight Returns
For large items requiring freight return, customers are responsible for coordinating and paying for return freight shipping unless the return is due to our error or a product defect. Freight return costs can be substantial; please contact us for an estimate before initiating a return.
7.4 Safe Packaging
All returns must be packaged securely to prevent damage during transit, and shipped using a trackable service. We recommend using the original packaging whenever possible. Items returned outside the approved process or timeframe are not eligible for a refund. Prime Grill Shop is not responsible for damage that occurs during return shipping due to inadequate packaging.
8. Restocking Fee
8.1 Applicability
A restocking fee of up to twenty percent (20%) may apply to approved returns. This will always be clearly disclosed during your return authorization process and prior to completing your purchase.
8.2 Exceptions
Restocking fees do not apply to:
- Products that arrived damaged or defective.
- Products that were shipped in error by Prime Grill Shop.
- Exchanges for the same product.
8.3 Disclosure
Restocking fee information is provided during checkout and in this Policy. If you have questions about potential restocking fees before placing an order, please contact our customer service team.
9. Non-Returnable Items
9.1 Excluded Products
The following items are non-returnable and non-refundable under any circumstances, except as required by law or if the product arrives damaged or incorrect:
- Custom or personalized products
- Perishable goods
- Intimate or sanitary items (unless unopened)
- Gift cards
- Downloadable digital products
9.2 Disclosure
Non-returnable items are identified on individual product pages where applicable. Please review product descriptions carefully before purchasing.
10. Refunds
10.1 Full Refunds
A full refund will be issued when:
- An order is cancelled before shipment (subject to Section 3.3 regarding payment processing fees).
- A product arrives damaged or defective and cannot be replaced.
- A product shipped was materially different from what was ordered.
- A return is approved and the product is received in its original, unused condition with all packaging and accessories.
10.2 Partial Refunds
Partial refunds may apply if returned items are damaged, not in their original condition, or missing parts for reasons not due to our error. We will provide photos and documentation upon request if we are unable to approve a full refund.
Situations that may result in a partial refund include:
- Products returned with missing accessories, manuals, or components.
- Products returned with damaged or missing original packaging.
- Products showing signs of use, installation, or wear.
- Products returned outside the standard return window but approved as an exception.
10.3 Refund Method
Refunds are issued to the original payment method. It may take up to 7 days to appear in your account, depending on your bank.
10.4 Refund Processing Time
Refunds are processed after the returned item is received and inspected. You will receive an email notifying you of the approval or rejection.
10.5 Product Never Arrived
Contact us if your order has not arrived within the estimated delivery timeframe. If the shipment is confirmed lost, we will offer a replacement or full refund.
11. Exchanges
We replace items that are defective, damaged, or incorrect. For exchanges due to product issues, Prime Grill Shop pays the shipping costs. For change-of-mind exchanges, the customer is responsible for shipping. To request an exchange, contact support@primegrillshop.com.
11. Timelines Summary
- Return request: within 15 days of delivery
- Ship return: within 10 days after receiving Return Authorization
- Refund issued: 2–3 weeks after inspection
- Refund visible in account: up to 7 days afterward
12. Warranty Claims
12.1 Manufacturer Warranties
Many products sold by Prime Grill Shop are covered by manufacturer warranties. Warranty terms, coverage, and duration vary by product and manufacturer.
12.2 Filing a Warranty Claim
For warranty-related issues, please contact our customer service team. We will assist you in determining whether your issue is covered under warranty and help facilitate the claims process with the manufacturer.
12.3 Warranty Limitations
Manufacturer warranties typically do not cover:
- Normal wear and tear.
- Damage caused by misuse, neglect, or improper installation.
- Cosmetic damage that does not affect functionality.
- Damage caused by unauthorized modifications or repairs.
Please refer to the specific warranty documentation included with your product for complete terms and conditions.
13. Contact Information
For all inquiries related to returns, refunds, exchanges, or damage claims, please contact our customer service team:
Prime Grill Shop Customer Service
- Email: support@primegrillshop.com
- Phone: (970) 292-6488
- Address: 2020 N Academy Blvd, Ste 261 #4129, Colorado Springs, Colorado 80909
- Hours: Monday–Friday, 9:30 AM – 4:30 PM (Mountain Time)
Please have your order number ready when contacting us to expedite assistance.
14. Policy Modifications
Prime Grill Shop reserves the right to modify, amend, or update this Policy at any time without prior notice. Changes become effective immediately upon posting to our website. The "Last Revised" date at the top of this Policy indicates when the most recent changes were made.
We encourage you to review this Policy periodically. Your continued use of our website and services after any modifications constitutes acceptance of the updated Policy.
15. Legal Compliance and Severability
15.1 Consumer Rights
This Policy does not limit or affect any statutory consumer rights under applicable state or federal law. Nothing in this Policy is intended to exclude or limit any rights you may have under the laws of your jurisdiction that cannot be lawfully excluded or limited.
15.2 Severability
In the event any section or provision of this Policy is found invalid, illegal, or unenforceable by a court of competent jurisdiction, the remainder of this Policy will remain fully effective and enforceable.
15.3 Governing Law
This Policy shall be governed by and construed in accordance with the laws of the State of Colorado, United States, without regard to its conflict of law principles.
16. Acknowledgment
By placing an order with Prime Grill Shop, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this Policy, please do not complete your purchase.
Thank you for choosing Prime Grill Shop. We appreciate your business and are committed to ensuring your satisfaction with every purchase. If you have any questions about this Policy, please don't hesitate to reach out—we're here to help!
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