Refund policy

RETURN, CANCELLATION, FREIGHT DAMAGE, AND REFUND POLICY

Last updated: July 24, 2026

This Return, Cancellation, Freight Damage, and Refund Policy applies to purchases made from Outdoor Kitchen Reserve LLC through outdoorkitchenreserve.com, by telephone, through an invoice, or through an accepted written quotation.

Because many of our products are large, heavy, special-order, supplier-fulfilled, or delivered by freight carrier, customers should review this policy carefully before placing an order.

By completing a purchase, the customer acknowledges and agrees to the terms presented or made available during checkout, including this policy, to the extent permitted by applicable law.

Nothing in this policy limits any right or remedy that cannot legally be waived under applicable federal, state, or local law.

1. RETURN REQUEST WINDOW

Return requests for eligible products must be submitted within 30 calendar days after delivery.

Submitting a return request does not automatically approve the return. All returns require written approval and a valid Return Merchandise Authorization number, also called an RMA, from Outdoor Kitchen Reserve before the product is shipped back.

After an RMA is issued, the product must be shipped to the authorized return location within 14 calendar days unless Outdoor Kitchen Reserve approves a different period in writing. An expired RMA may be canceled.

The authorized return location may be a manufacturer, distributor, supplier, or warehouse and might not be the Outdoor Kitchen Reserve business address.

Do not send a product to the address shown on our website, invoice, payment statement, or original shipping label unless that exact address is provided in our written return authorization.

Unauthorized returns, collect-on-delivery returns, and returns sent to an incorrect location may be refused.

2. RETURN ELIGIBILITY

To qualify for a standard return, the product must be:

• New and unused
• Uninstalled and unassembled
• Unmodified
• Free from scratches, dents, grease, smoke, odors, fuel, water, or other signs of use
• In resalable condition
• In its complete original packaging
• Secured to its original pallet if it was originally delivered on a pallet
• Returned with all accessories, hardware, manuals, protective materials, warranty cards, and documentation
• Returned with the serial number, model label, UPC, and manufacturer markings intact

Opening a carton solely to inspect the product does not automatically make it ineligible, provided that the product and packaging remain complete, undamaged, and resalable.

Products that have been connected to electricity, gas, propane, water, plumbing, ventilation, cabinetry, or another utility or permanent structure are considered installed and are not eligible for a standard return.

Outdoor Kitchen Reserve, the manufacturer, supplier, distributor, and receiving warehouse may inspect all returned products before approving a refund.

3. NON-RETURNABLE AND FINAL-SALE PRODUCTS

The following products are not eligible for return unless required by law or unless Outdoor Kitchen Reserve shipped the wrong product:

• Installed, assembled, used, operated, or tested products
• Products that have been modified, cut, drilled, painted, wired, converted, or altered
• Products with missing, damaged, removed, or replaced serial numbers or identification labels
• Products missing their original carton, pallet, inserts, manuals, accessories, hardware, or protective packaging
• Custom-made, made-to-order, personalized, or specially configured products
• Special-order products identified as final sale before purchase
• Clearance, closeout, liquidation, or final-sale products identified as such before purchase
• Products manufactured, ordered, or configured specifically for the customer
• Opened electrical components, control boards, gas components, valves, regulators, or safety-related replacement parts
• Opened filters, covers, trim kits, ducting, conversion kits, extensions, replacement parts, and accessories identified as final sale before purchase
• Products damaged after delivery by improper handling, storage, installation, misuse, neglect, weather exposure, incorrect fuel, incorrect voltage, or unauthorized repair
• Products returned more than 30 calendar days after delivery
• Products shipped back without written return authorization

A product-specific return restriction applies only when it was clearly displayed on the product page, quotation, invoice, order acknowledgment, or other written communication before payment.

4. CUSTOMER RESPONSIBILITY BEFORE ORDERING

Before purchasing, the customer is responsible for verifying:

• Product model and configuration
• Fuel type, including natural gas, liquid propane, charcoal, pellet, wood, or electric
• Voltage, amperage, plug type, and electrical requirements
• Product dimensions and required clearances
• Cutout and installation dimensions
• Ventilation and installation requirements
• Local building codes, permits, and professional-installation requirements
• Access through roads, gates, doors, elevators, stairways, driveways, and delivery areas
• Compatibility with existing appliances, cabinetry, countertops, utilities, and accessories
• Whether the delivery location has a loading dock or forklift
• Whether liftgate, limited-access, residential, or appointment delivery is required

Customers and installers should verify current manufacturer specifications before cutting cabinetry, countertops, walls, or other permanent structures.

Outdoor Kitchen Reserve remains responsible when the product delivered materially differs from the product ordered or when material information supplied by Outdoor Kitchen Reserve was incorrect, subject to applicable law.

5. RESTOCKING FEE

A 30% restocking fee applies to approved non-defective returns, including buyer’s-remorse returns.

The 30% restocking fee may also apply to:

• Orders refused for reasons other than properly documented freight damage
• Orders returned because the customer changed their mind
• Orders returned because the customer ordered the wrong model, size, fuel type, voltage, color, or configuration
• Products that did not fit when the published specifications were accurate
• Orders returned because an incorrect or incomplete address was provided
• Orders returned after unsuccessful delivery attempts
• Orders returned because the customer was unavailable for a scheduled delivery
• Orders returned because the delivery location could not safely accommodate the shipment
• Orders that shipped before a cancellation request was accepted

The restocking fee does not apply when:

• Outdoor Kitchen Reserve shipped the wrong product
• The product is confirmed defective and the approved remedy is a return
• The shipment was properly refused because of documented freight damage
• The customer cancels because we cannot ship within the promised period and applicable law requires a full refund
• Applicable law prohibits the fee

6. SHIPPING AND FREIGHT DEDUCTIONS

For an approved non-defective return, the customer is responsible for:

• Return shipping
• Freight charges
• Shipping insurance
• Packaging and palletizing
• Liftgate charges
• Residential and limited-access charges
• Appointment, redelivery, rerouting, reconsignment, and storage charges
• Address-correction charges
• Other carrier charges caused by the return

Original outbound shipping, expedited shipping, and freight charges are not refundable on non-defective returns.

When an order was advertised or invoiced with “free shipping,” the actual outbound shipping or freight expense paid by Outdoor Kitchen Reserve may be deducted from the refund for a non-defective return, to the extent permitted by law.

The following may be deducted from an approved refund:

• The 30% restocking fee
• Actual outbound freight or shipping expense
• Return freight or return-label expense
• Liftgate, redelivery, rerouting, reconsignment, storage, and limited-access charges
• The documented cost of missing accessories, packaging, manuals, or components
• The documented reduction in value caused by customer damage, use, installation, modification, or inadequate return packaging

Taxes will be adjusted or refunded as required by applicable law.

7. RETURN SHIPPING REQUIREMENTS

Customers must use a trackable shipping method with adequate insurance.

Freight products must be professionally secured to a suitable pallet and protected against movement, impact, moisture, and weather.

The customer is responsible for loss or damage occurring during return transportation unless Outdoor Kitchen Reserve arranged the return and expressly accepted responsibility for the return shipment.

A prepaid label supplied by Outdoor Kitchen Reserve does not necessarily mean that return shipping is free. Unless the return resulted from our error or an approved damage or defect claim, the return-label or freight cost may be deducted from the refund.

Products damaged during return transportation because of inadequate packaging may receive a reduced refund or may be denied a refund based on the documented condition of the returned product.

8. ORDER CANCELLATIONS

Our online self-service cancellation-request window is one hour after the order is placed.

A cancellation request is not an automatic cancellation. Customers will receive written confirmation if the cancellation is accepted.

Orders may generally be canceled without a cancellation fee when the request is received before the order has been submitted to or accepted by the manufacturer, supplier, distributor, or fulfillment warehouse.

After an order has been submitted, accepted, allocated, processed, or prepared for shipment, cancellation is not guaranteed.

If a supplier accepts a cancellation after processing has begun but before shipment, Outdoor Kitchen Reserve may deduct actual nonrecoverable supplier or processing charges, up to 5% of the order total, where disclosed and permitted by law.

Special-order, custom, made-to-order, and personalized products cannot be canceled after procurement, production, or customization begins.

An order that has already shipped cannot be canceled. The customer must receive the shipment and, if eligible, request a return under this policy.

Refusing an order after it ships does not constitute an approved cancellation.

No cancellation fee will apply when the customer is legally entitled to cancel because Outdoor Kitchen Reserve cannot ship within the promised timeframe.

9. SHIPPING TIMEFRAMES AND DELAYS

Shipping, dispatch, transit, and delivery dates are estimates unless Outdoor Kitchen Reserve expressly guarantees a particular date in writing.

Outdoor Kitchen Reserve will make commercially reasonable efforts to meet the stated shipping timeframe.

If we learn that an order cannot ship within the promised period, we will provide an updated estimate and, when required by law, request the customer’s consent to the delay or offer cancellation and a refund for the unshipped merchandise.

Carrier delays caused by weather, traffic, natural disasters, labor disruptions, limited access, carrier scheduling, or other circumstances outside our reasonable control do not automatically make a delivered order eligible for return, cancellation, or compensation.

10. FREIGHT AND CURBSIDE DELIVERY

Unless a different service is expressly purchased and confirmed in writing, freight delivery is curbside delivery only.

Standard curbside delivery does not include:

• Inside delivery
• Placement in a garage, home, apartment, office, backyard, or installation area
• Carrying products up or down stairs
• Unpacking
• Debris, carton, or pallet removal
• Assembly
• Installation
• Utility connection
• Crane, forklift, rigging, or hoisting service

The customer must confirm whether the location has a loading dock or forklift and whether liftgate service is required.

The customer must provide an accurate delivery address, accessible telephone number, and an authorized adult to receive and inspect the shipment.

The customer is responsible for ensuring that the delivery location can safely accommodate the freight carrier and shipment.

Additional charges resulting from limited access, inaccurate information, inability to receive the shipment, missed appointments, storage, redelivery, rerouting, or special handling may be charged to the customer.

11. FREIGHT INSPECTION REQUIREMENTS

The customer or authorized recipient must inspect the shipment before signing the carrier’s delivery receipt.

Before signing:

• Count all cartons and pallets
• Inspect every visible side of the shipment
• Look for holes, tears, crushed corners, broken bands, punctures, dents, wet packaging, tilted pallets, or missing items
• Photograph the shipment from multiple angles
• Photograph all visible damage
• Note all specific damage and shortages directly on the delivery receipt

Do not sign the delivery receipt as clear or undamaged when visible damage or a shortage exists.

Descriptions such as “box damaged,” “pallet crushed,” “puncture on right side,” or “one carton missing” should be written on the delivery receipt.

Keep a copy or photograph of the signed delivery receipt.

A delivery signature without damage notation may be treated by the carrier as evidence that the shipment was received in apparent good condition.

12. VISIBLE FREIGHT DAMAGE OR SHORTAGE

Visible freight damage or missing cartons must be documented on the carrier’s delivery receipt before it is signed.

A severely damaged shipment should be refused when appropriate. The customer must write the specific reason for refusal on the delivery receipt and immediately photograph the shipment.

Contact Outdoor Kitchen Reserve as soon as possible, preferably within 24 hours after the attempted or completed delivery.

The report should include:

• Order number
• Delivery receipt or bill of lading
• Photographs of the complete shipment
• Photographs of all packaging
• Photographs of shipping and product labels
• Photographs of each damaged area
• A description of missing products or components

A shipment properly refused because of documented freight damage will not be charged a restocking fee.

A shipment refused because the customer changed their mind, ordered incorrectly, lacked adequate access, was unavailable, or did not want to pay an authorized delivery charge may be subject to the 30% restocking fee and actual round-trip freight charges.

Failure to document visible freight damage may reduce or prevent carrier claim coverage, but it does not waive any right that cannot legally be waived.

13. CONCEALED FREIGHT DAMAGE

Concealed damage is damage that was not reasonably visible before the shipment was unpacked.

Concealed damage should be reported within 48 hours after delivery.

When concealed damage is discovered, the customer must:

• Stop unpacking
• Keep the product unused and uninstalled
• Keep all cartons, pallets, bands, foam, wrapping, and packaging
• Photograph the product and packaging
• Provide the order number and a description of the damage
• Cooperate with carrier, supplier, distributor, or manufacturer inspection requests

Failure to report damage promptly, preserve packaging, or provide requested documentation may prevent the carrier, supplier, distributor, or manufacturer from accepting the claim and may limit available remedies, except where applicable law provides otherwise.

Do not discard packaging until the claim is resolved.

14. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Customers must not install, operate, connect, repair, or modify a visibly damaged, defective, or incorrect product before contacting Outdoor Kitchen Reserve.

Installing or using a product after discovering damage, a defect, or an incorrect model may worsen the condition and may affect claim, warranty, or return eligibility, except where prohibited by law.

After reviewing the documentation, the available remedy may include:

• Replacement parts
• Manufacturer-authorized repair
• Technical support
• Replacement of the affected product
• Return and refund
• Another remedy required by applicable law

The appropriate remedy depends on the nature of the problem, manufacturer warranty, carrier claim, product availability, supplier requirements, and applicable law.

Minor damage to exterior packaging that does not affect the product is not automatically considered product damage.

When Outdoor Kitchen Reserve shipped the wrong product, we will arrange the authorized return and will not charge a restocking fee.

15. MANUFACTURER WARRANTIES

Certain products include a manufacturer warranty.

Manufacturer warranties are provided and administered according to the manufacturer’s written warranty terms. Warranty coverage, duration, exclusions, and remedies vary by product and manufacturer.

A warranty claim is different from a standard return.

Outdoor Kitchen Reserve may assist the customer in communicating with the manufacturer, but we do not expand or replace the manufacturer’s written warranty unless we expressly agree otherwise in writing.

Nothing in this section excludes any warranty or consumer right that cannot legally be disclaimed.

Damage caused by improper installation, unauthorized repair, misuse, neglect, incorrect fuel, incorrect voltage, inadequate ventilation, weather exposure, improper storage, or failure to follow manufacturer instructions might not be covered by the manufacturer.

16. INSTALLATION AND THIRD-PARTY COSTS

Unless expressly stated otherwise in writing, Outdoor Kitchen Reserve does not provide installation services.

Customers are responsible for hiring qualified and properly licensed professionals when installation, electrical, gas, plumbing, ventilation, construction, or permitting work is required.

Outdoor Kitchen Reserve is not responsible for labor, installation, removal, demolition, construction, cabinetry, countertop, plumbing, electrical, gas, crane, permit, inspection, accommodation, loss-of-use, or other third-party costs resulting from:

• A customer ordering the wrong product
• Inaccurate measurements supplied by the customer
• Installation performed before the product was inspected
• Installation contrary to manufacturer instructions
• A non-covered warranty condition
• Carrier delays or scheduling changes
• Damage caused after delivery

This limitation does not apply when such responsibility cannot legally be excluded or when Outdoor Kitchen Reserve expressly accepts responsibility in writing.

17. EXCHANGES

An exchange is processed as a return of the original product and a separate new order.

The original product must qualify for return and must be received, inspected, and approved before a refund or exchange credit is issued.

Restocking fees, outbound freight, and return shipping charges may apply to non-defective exchanges.

Price differences, taxes, shipping charges, and delivery-service charges for the replacement order are the customer’s responsibility.

18. ADDRESS CHANGES, REROUTING, AND MISSED DELIVERIES

Customers must verify their shipping address before submitting an order.

Address-change requests are not guaranteed after an order is submitted to a supplier or carrier.

The customer is responsible for actual rerouting, redelivery, storage, reconsignment, limited-access, and address-correction charges resulting from:

• An incorrect or incomplete address
• An address changed after processing
• An unavailable recipient
• A missed freight appointment
• A location that cannot accommodate delivery
• Refusal unrelated to documented freight damage
• Failure to disclose that liftgate or limited-access service was required

If the carrier returns the shipment, the return may be subject to the 30% restocking fee and actual round-trip freight charges.

19. REFUND INSPECTION AND PROCESSING

A return authorization does not mean that a refund has been approved. It authorizes the customer to ship the product for inspection.

After the authorized warehouse receives the return, the product will be inspected for condition, completeness, and compliance with this policy.

We generally complete the inspection within 10 business days after receipt. Large, complex, freight-shipped, or manufacturer-inspected products may require additional time.

If approved, Outdoor Kitchen Reserve will issue the applicable refund to the original payment method after subtracting authorized deductions.

The customer’s bank, card issuer, financing provider, or payment provider may require additional time to post the refund.

We will notify the customer if the return is denied or if deductions are made because of damage, use, installation, missing packaging, missing components, freight charges, or another documented reason.

20. PAYMENT DISPUTES AND CHARGEBACKS

Customers are encouraged to contact Outdoor Kitchen Reserve before filing a payment dispute so that we have an opportunity to investigate and resolve the matter.

Filing a chargeback or payment dispute does not automatically cancel an order, make an ineligible product returnable, or eliminate the requirement to follow an authorized return process.

Outdoor Kitchen Reserve may provide the payment provider or card issuer with relevant records, including:

• Order and payment records
• Fraud-verification results
• Customer communications
• Product-page information
• Policies and terms presented or made available before purchase
• Supplier and carrier records
• Tracking information
• Delivery photographs and signatures
• Delivery receipts and bills of lading
• Return inspection records
• Refund records
• Customer acceptance of quotations or invoices

Nothing in this section limits a customer’s lawful right to dispute a transaction.

21. COMMERCIAL ORDERS, QUOTATIONS, AND PURCHASE ORDERS

For commercial, business-to-business, property-management, contractor, government, and purchase-order transactions, product-specific terms stated in a written quotation, invoice, or order acknowledgment and accepted before payment may supplement this policy.

Any different return restriction, restocking fee, special-order status, freight requirement, or final-sale condition must be disclosed before the order is accepted.

Terms contained in a customer purchase order do not replace Outdoor Kitchen Reserve’s accepted terms unless Outdoor Kitchen Reserve expressly agrees to the change in writing.

22. POLICY CHANGES

The policy in effect when the order is placed generally applies to that order.

We may update this policy for future orders. Changes do not retroactively remove rights or materially alter the agreed terms of an existing order except where permitted by law and agreed to by the customer.

23. CONTACT US

To request a return, cancellation, freight-damage claim, or warranty assistance, contact:

Outdoor Kitchen Reserve LLC

Email:
sales@outdoorkitchenreserve.com

Telephone:
+1 (888) 964-9659

Business hours:
Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time

Please include:

• Customer name
• Order number
• Product and model
• Reason for the request
• Whether the product was opened, assembled, installed, modified, or used
• Photographs and delivery documentation when applicable

We will respond with the next steps and, when approved, a Return Merchandise Authorization number and authorized return address.