Freight Claim, Refund & Return, and Warranty Policies
Description
The Napoleon Prestige® PRO 500 brings intelligent temperature control, premium stainless-steel construction, and serious cooking versatility to a freestanding grill sized for everyday meals and outdoor entertaining.
Four stainless-steel main burners provide ample space for direct and indirect cooking, while the infrared SIZZLE ZONE® side burner reaches temperatures up to 1,800°F in less than 30 seconds. That intense heat creates the deep, caramelized crust associated with steakhouse-style searing while leaving the main cooking surface available for vegetables, side dishes, or lower-temperature cooking.
Inside the grill, 9.5 mm stainless-steel Iconic WAVE™ cooking grids provide excellent heat retention, distinctive sear marks, and closely spaced bars that help keep smaller foods from falling through. HeatBoost™ Reflector technology redirects heat toward the cooking surface, helping the grill recover more effectively when the lid is opened and supporting more consistent temperatures across the cooking area.
The Prestige PRO 500 can be operated as a traditional gas grill or through Smart Mode. Intelligent Gas Automation adjusts burner output when needed to maintain the selected temperature, while the integrated display and Napoleon mobile app allow you to monitor cooking temperatures, food probes, alerts, and grill status.
The included high-capacity rotisserie system adds another layer of versatility for evenly roasting poultry, roasts, and other large cuts. The grill can also support smoking, baking, griddle cooking, charcoal cooking, and other techniques with the appropriate accessories.
Premium metal control knobs feature dual-ring LED illumination that communicates burner settings at a glance. SafetyGlow™ technology turns the controls red when a burner is operating, while guided LED indicators help identify burner configurations for direct and indirect cooking. Integrated hood lighting and illuminated cabinet storage improve visibility when grilling after dark.
Thoughtful storage features help keep the cooking area organized. The warming rack stores behind the rear burner when it is not needed, the rotisserie rod and forks have dedicated storage locations, and integrated tool hooks and a bottle opener keep frequently used accessories close at hand.
Whether you are searing steaks, preparing a weeknight dinner, roasting for a holiday gathering, or managing a longer cook through the Napoleon app, the Prestige PRO 500 combines premium construction with connected control in one highly capable outdoor grill.
Key Features
Intelligent Cooking and Temperature Control
✔ Traditional and Smart Modes: Grill manually or use Smart Mode for automated temperature management through the grill display and mobile app.
✔ Intelligent Gas Automation: Automatically adjusts burner output to help compensate for heat loss and maintain the selected cooking temperature.
✔ Mobile-App Monitoring: View grill temperature, food-probe readings, cooking alerts, and grill status from a compatible mobile device.
✔ Real-Time Safety Alerts: Detects a flame outage, sends an alert, and initiates automatic gas shutoff after approximately 30 seconds.
✔ Multiple Food-Probe Support: Monitor several foods or cooking zones simultaneously using compatible wired and wireless temperature probes.
High-Performance Cooking System
✔ Four Stainless-Steel Main Burners: Supports direct, indirect, and multi-zone cooking across the primary grilling surface.
✔ Infrared SIZZLE ZONE® Side Burner: Reaches up to 1,800°F in less than 30 seconds for fast, steakhouse-style searing.
✔ HeatBoost™ Reflector: Redirects heat toward the cooking surface to improve heat recovery, efficiency, and cooking consistency.
✔ 9.5 mm Stainless-Steel Iconic WAVE™ Grids: Thick cooking grids retain heat, produce distinctive sear marks, and help prevent smaller foods from falling through.
✔ JETFIRE™ 2.0 Ignition: Delivers fast, dependable burner ignition with an enhanced single-spark system.
✔ EasyClean™ Pro Drip Drawer: Provides convenient access to the grease-management system while helping regulate airflow and heat retention.
Rotisserie and Cooking Versatility
✔ High-Capacity Rotisserie Kit Included: Motorized rotation promotes even browning and moisture retention when cooking poultry, roasts, and other large cuts.
✔ Eight Cooking Methods: Grill, sear, roast, bake, smoke, griddle, cook with charcoal, or use Smart Mode. Some methods require separately sold accessories.
✔ Rear-Burner Cooking: Supports controlled rotisserie roasting without occupying the primary cooking surface.
✔ Rapid Preheating: Reaches cooking temperature quickly so you can begin grilling with less waiting.
Lighting, Controls, and Safety
✔ Premium Metal Control Knobs: Durable metal knobs provide a substantial, precise feel.
✔ SmartGlow™ LED Rings: Colored lighting provides an immediate visual indication of burner intensity.
✔ SafetyGlow™ Controls: Knobs illuminate red when the corresponding gas burner is operating.
✔ Guided Cooking Indicators: LED guidance helps identify the appropriate burners for direct and indirect cooking arrangements.
✔ Integrated Hood Lights: Illuminate the primary cooking surface for better visibility after sunset.
✔ Illuminated Cabinet Storage: Under-control-panel lighting makes tools and accessories easier to locate in low-light conditions.
Storage and Convenience
✔ Hidden Warming-Rack Storage: The warming rack slides behind the rear infrared burner when it is not being used.
✔ Dedicated Rotisserie Storage: The rotisserie rod mounts to a rear hook, while the forks store inside the cabinet door.
✔ Built-In Tool Hooks: Keep grilling utensils organized and within reach.
✔ Integrated Bottle Opener: Adds convenient beverage access without requiring a separate accessory.
✔ Durable Caster Wheels: Powder-coated gray casters allow the grill to be repositioned around the patio or outdoor cooking area.
✔ Optional Leveling Feet: Allow the grill to be configured with a more permanent built-in-style appearance.
Specifications
Specification
Details
Product Type
Premium freestanding smart gas grill
Number of Main Burners
4
Total Burner Output
82,000 BTUs
Total Cooking Area
735 sq. in.
Primary Cooking Surface
28 in. × 17.75 in.
Primary Cooking Area
Approximately 497 sq. in.
Cooking Grid Material
9.5 mm stainless steel
Cooking Grid Design
Iconic WAVE™ cooking grids
Side Burner
Infrared SIZZLE ZONE®
Maximum Sear-Zone Temperature
Up to 1,800°F
Ignition System
JETFIRE™ 2.0 ignition
Heat Management
HeatBoost™ Reflector technology
Temperature Control
Traditional Mode and automated Smart Mode
Smart Connectivity
Napoleon mobile-app monitoring and control
Food-Probe Compatibility
Supports up to 3 wired probes and 2 compatible wireless probes
Rotisserie System
High-capacity motorized rotisserie kit included
Grease Management
EasyClean™ Pro drip drawer
Interior Lighting
Integrated hood and cabinet lighting
Control-Knob Lighting
SmartGlow™ and SafetyGlow™ LED illumination
Overall Width
65.5 in.
Overall Depth
26.5 in.
Overall Height
52.75 in.
Height With Lid Open
58.5 in.
Mobility
Powder-coated caster wheels
Fuel Type
Propane or natural gas, depending on selected model
Warranty
Napoleon limited lifetime warranty
Some cooking methods and connected features require compatible accessories, food probes, a mobile device, or a network connection. Accessories are sold separately unless specifically identified as included.
Freight Claim, Refund & Return, and Warranty Policies
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.
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:
Contact the manufacturer’s technical support team to troubleshoot and identify any defective components.
Collect all required information, including serial numbers, part numbers, photos, troubleshooting notes, or case numbers provided by the manufacturer.
Follow the manufacturer’s instructions for submitting a claim or requesting replacement parts.
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.