At Ceramic Grill Store, we forge our Flexible Cooking Systems with precision and passion, aiming to deliver tools that elevate your grilling journey from the very first fire. We stand behind the craftsmanship of every CGS Adjustable Rig, every ceramic stone, and every hand-finished accessory. However, we understand that sometimes a product may not meet your specific needs or expectations. Our Returns & Exchanges policy is crafted with the same transparency and integrity that defines our brand, ensuring a resolution process that is as robust and reliable as our products.

This policy outlines the steps for returning or exchanging items, designed for our global community of pitmasters and ceramic grill enthusiasts who value clarity and fairness.

Our Return & Exchange Promise

We offer a 15-day return or exchange window from the date you receive your order. To be eligible, the item must be unused, in its original packaging, and in the same condition as when it was shipped from our workshop in Panama City.

Key Policy Points:

  • Return Window: 15 days from delivery date.
  • Condition: Unused, in original packaging with all parts and documentation.
  • Process: Initiate a return request via email first (see template below).
  • Refunds: Issued to the original payment method.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or defective item).

The Step-by-Step Return & Exchange Process

Just as our CGS systems provide a clear path to perfect heat management, our return process is designed for straightforward navigation.

Step 1: Initiate Your Request (Within 15 Days of Delivery)

Contact our customer craft team at [email protected] with the subject line “Return/Exchange Request – Order #[Your Order Number]”. Please use the template provided below to ensure we have all necessary information to assist you swiftly.

Step 2: Receive Your Return Authorization (RMA) & Instructions

Once we receive and review your request, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions on where to ship the item. Please do not ship any items back without an RMA number, as we cannot process unauthorized returns.

Step 3: Package and Ship the Item

Securely pack the item in its original packaging, include all accessories and documentation, and affix the provided RMA number clearly on the outside of the box. Ship the package to our facility using a trackable carrier service. We recommend insuring the package for its full value.

Return Address:
Ceramic Grill Store
Returns Department – RMA #[Number] 804 East 7th Court
Panama City, US 32401

Step 4: Inspection & Processing

Upon receipt at our workshop, our team will inspect the item to ensure it meets the return conditions. This process typically takes 3-5 business days.

Return Request Email Template

To streamline your request, please copy, paste, and fill out the following template in your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Ceramic Grill Store Team, I would like to request a [return for refund / exchange for (specify desired product)] for my recent order. Order Number: #[Insert Your Order Number] Product Name(s): [e.g., CGS Large Adjustable Rig, Ceramic Pizza Stone] Reason for Return/Exchange: [Please provide details] I confirm that the item(s) are unused, in their original packaging, and include all parts. My full name and shipping address as they appear on the order are: [Your Full Name] [Your Shipping Address] Please provide the RMA number and return instructions at your earliest convenience. Thank you, [Your Name] [Your Phone Number – Optional, but helpful]

Refunds: Timing & Method

Once your return is approved, we will initiate your refund. Your financial security is as important to us as the weld on our rigs.

  • Timing: Refunds are processed within 5-10 business days after we approve the return. The time it takes for the credit to appear in your account depends on your bank or payment provider’s policies.
  • Method: All refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to a different card or account.
  • Deductions: The refund will be for the product’s purchase price. Original shipping and handling fees are non-refundable. If the return is due to a Ceramic Grill Store error, we will cover the return shipping cost and refund all associated fees.

Exchanges

For exchanges (e.g., swapping a Large Grid for a Half-Moon Griddle), please follow the standard return process. In your initial email, clearly state the item you wish to receive in exchange. Once we receive and process the returned item, we will ship the new item to you. Any price difference will be charged or refunded accordingly.

Non-Returnable Items & Situations

In the spirit of transparency that forges trust with our community, please note the following exceptions, informed by the nature of our products and the menu of specialized items we offer:

  • Used, Damaged, or Altered Products: Any product showing signs of use, fire exposure, heat damage, or modification cannot be accepted for return. Our products are designed for high-heat cooking, and once used, their condition cannot be verified for resale.
  • Final Sale / Clearance Items: Any items marked as “Final Sale” at the time of purchase are not eligible for return or exchange.
  • EGG Replacement Parts & Gaskets: Due to their specific, often installation-dependent nature and hygiene considerations, items categorized as EGG Replacement Parts and Gaskets are generally not returnable unless they arrive defective or incorrect.
  • Custom or Special Order Items: Products made or modified to specific customer specifications cannot be returned.

If you receive a defective or incorrect item, contact us immediately at [email protected], and we will arrange a prepaid return label and expedited replacement at no cost to you.

Questions? Our Craft Team is Here to Help.

We are committed to resolving your concerns with the same dedication we apply to welding our Adjustable Rigs. For any questions regarding returns, exchanges, or your order:

Email: [email protected]
Address: 804 East 7th Court, Panama City, US 32401

We strive to respond to all inquiries within one business day.

Ceramic Grill Store – Forged by Fire, Crafted for Cooks.
Standing behind our craft, one grill at a time.