Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
Approved returns are subject to a 15% restocking fee, which will be deducted from the refund amount.
To be eligible for a return, the item must be unused, unopened, in its original condition, and in its original packaging. Proof of purchase is required.
To initiate a return, please contact us at:
Returns must be sent to:
TCG c/o CASUSGRILL Product Returns
3423 Southpark Place
Grove City, OH 43123
United States
Items returned without prior return authorization will not be accepted.
Unless the item was defective, damaged, or shipped incorrectly, customers are responsible for return shipping costs.
You can always contact us with any return-related questions at sales@casusgrill.com.
DAMAGED OR INCORRECT ITEMS
Please inspect your order upon receipt and contact us immediately if:
- The item is damaged
- The item is defective
- You received the wrong product
We will evaluate the issue and work to resolve it as quickly as possible.
NON-RETURNABLE ITEMS
The following items are not eligible for return:
- Opened charcoal products
- Used grills
- Used fire starters
- Products that have been lit, ignited, burned, consumed, altered, or otherwise used after delivery
- Custom-made or personalized products
- Gift cards
- Clearance or sale items
- Hazardous materials
- Flammable liquids
- Gases
If you have questions about whether a specific product qualifies for return, please contact us before sending it back.
EXCHANGES
The fastest way to receive a different product is to return the original item for approval and place a new order separately.
REFUNDS
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
RETURN OF DEFECTIVE OR DAMAGED PRODUCTS
If a product is determined to be defective, damaged during shipping, or incorrectly supplied, CASUSGRILL™ may, at its sole discretion, provide a prepaid return shipping label or an alternative return solution.
Please do not return any products until you have received return authorization and return instructions from our customer service team.