Napoleon Prestige 500 / Prestige PRO 500 / Phantom 500 Grill Cover

Freight Claim, Refund & Return, and Warranty Policies

FREIGHT CLAIMS

Open and inspect the order while the delivery driver is present. If delivery driver does not provide sufficient time to do so, please notate the delivery receipt.

By signing the delivery receipt without noting any damage or missing items, you confirm that your order arrived complete and in excellent condition.

Record any damage or missing pieces directly on the delivery receipt.

Concealed damages will be paid out at 1/3 of the cost.

Do not discard damaged item(s) or any original packaging. For severe damage, write “Refused due to damage” on the delivery receipt and contact us immediately.

Report any damage within two business days, including delivery details and photos showing the issue.

You may report a freight cliaim here: https://weareafdistributors.com/freight-claim-policy/

Damaged item(s) must be returned within 30 days. Failure to return them will result in a charge to the original payment method.

RETURN POLICY

Submit your return request within 15 days of delivery.

You will receive an email within 1-2 business days confirming whether your return request has been approved or denied.

Please also note that a 20% restocking fee may apply to approved returns.

If approved, you will receive an itemized Return Authorization, return shipping labels (if requested), and detailed instructions within 1–2 business days

From the date this email is received, you will have 10 days to return the product.

Once the distributor receives and inspects the returned item(s), your refund will be issued within 2-3 weeks.

Items returned outside of this process or timeframe are not eligible for a refund.

WARRANTY POLICY

At Prime Grill Shop, we partner with trusted manufacturers who stand behind the quality of their products. Every product we sell includes the manufacturer’s warranty, and our team is here to help you navigate the warranty process with clarity and confidence.

Our staff brings decades of experience supporting customers with warranty issues, and we are committed to ensuring a smooth, transparent experience from start to finish.

How Warranty Support Works

All warranties associated with Prime Grill Shop products are manufacturer warranties. Each manufacturer establishes its own warranty terms, approved replacement parts, and claim procedures.

If you experience an issue with a product you’ve purchased, the first step is to contact the manufacturer’s technical support team. They will help diagnose the problem and identify the part numbers or information needed to move forward.

Please gather the following before beginning a warranty claim:

Product serial number

Part numbers (if applicable)

Photos or videos of the issue

Notes from troubleshooting with manufacturer support

Prime Grill Shop is always available to assist if you need clarification or guidance throughout the process.

Warranty Claim Process

Although each manufacturer’s process may differ, warranty claims typically follow these steps:

1. Contact the manufacturer’s technical support team to troubleshoot and identify any defective components.

2. Collect all required information, including serial numbers, part numbers, photos, troubleshooting notes, or case numbers provided by the manufacturer.

3. Follow the manufacturer’s instructions for submitting a claim or requesting replacement parts.

4. Receive updates directly from the manufacturer, including estimated shipping dates, part availability, or tracking information.

       5. Email chad@primegrillshop.com with all of the relevant information.  

Prime Grill Shop’s support team remains available if you need additional assistance or help communicating with the manufacturer.

Replacement Part Lead Times

Lead times for warranty parts vary depending on the manufacturer and current inventory levels. Some manufacturers ship replacement parts directly to customers, while others ship to fulfillment centers or retailers.

Please note:

Backordered items may extend the processing timeline.

Once replacement items are available, they will ship as soon as possible from the manufacturer or fulfillment partner.

Freight Damage vs. Warranty Claims

A warranty claim and a freight claim cannot be filed for the same issue.

Freight Damage (Shipping Damage):

Includes any visible or concealed damage that occurs during shipping.

Must be reported within 48 hours of delivery.

Should be filed as a freight claim, not a warranty claim.

Warranty Claim (Defective Product):

Applies when a product or part is defective but not damaged during delivery.

Although special circumstances exist, it is highly unlikely for an issue to require both a freight and a warranty claim.

Damaged Components Upon Arrival

If any product arrives with visible damage—manufacturers generally offer individual component replacements, so a full set replacement is usually not needed.

If visible damage is noticed at delivery, we strongly recommend:

Refusing the shipment, which automatically classifies the issue as freight damage.

Contacting Prime Grill Shop immediately so we can arrange replacement or next steps.

If the damage is discovered more than 48 hours after delivery, please follow the warranty claim process.

Professional Installation Requirements

We strongly recommend having your product installed by a licensed professional.

Most manufacturers require professional installation and may void the warranty or deny claims if improper installation is found.

This applies especially to:

Gas appliances

Grills and outdoor kitchen components

Electrical products

Venting systems

Refrigeration units

Proper installation ensures safety, performance, and full warranty coverage.

We’re Here to Help

Prime Grill Shop is committed to supporting you throughout your warranty experience. If you have questions about warranty terms, freight damage, replacement parts, or next steps, our team is ready to assist.

Contact Us:
support@primegrillshop.com

We’re here to ensure you receive the support you need and the quality you expect.