Refund policy
Big Ron has never let a cookout down. If something about your order is not right, the team will make it right. That is the code of the grill.
30 Day Returns
You have 30 days from the day your order is delivered to request a return. To qualify, items must be unused, in original condition, and in their original packaging. For hygiene and food safety reasons, items that have been used on a grill or with food cannot be returned.
How to Start a Return
- Email support@bigronbbq.com with your order number and reason before shipping anything back. Returns sent without prior approval cannot be processed or refunded.
- We reply with instructions and the return address.
- Return shipping is paid by the customer, except where the item arrived damaged or incorrect. Keep proof of postage; lost return shipments without proof cannot be refunded.
Refunds
Once your return arrives and passes inspection, we refund the product price to your original payment method within 10 business days. Banks may take additional days to post it. Items returned used, damaged by the customer, or outside the 30 day window are not eligible and can be shipped back to you on request.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect, email support@bigronbbq.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will replace it or refund it, your pick, at no cost to you. Claims made after 7 days or without photos are handled case by case.
Free Gifts and Discounts
Refunds cover the amount actually paid after discounts. If a return drops your order below a free gift threshold, the gift must be returned in the same shipment or its regular price is deducted from the refund. Free promotional items have no cash value and cannot be exchanged or refunded on their own.
Delivery and Addresses
Please double check your shipping address at checkout. Orders shipped to an address entered incorrectly by the customer, and packages refused or unclaimed at customs or delivery, are not eligible for a refund; we can reship them at cost once they return to us. When the carrier confirms delivery to your address, the order is considered delivered. If a confirmed-delivered package is missing, contact us within 5 days and we will open a trace with the carrier and work it out with you case by case.
Order Cancellations
Orders can be cancelled for a full refund any time before they ship. Once a tracking number exists, the order follows the returns process instead.
Late or Missing Refunds
If a refund has not appeared after 10 business days, check with your bank or card issuer first, then contact us and we will trace it.
Talk to Us First
Whatever went wrong, email support@bigronbbq.com before disputing a charge with your bank. A human answers within 1 business day and can almost always fix it faster than a dispute, which freezes the money on both sides for weeks. Disputes filed on orders that tracking shows as delivered, or without contacting us first, are contested with full shipping and delivery evidence.