Upon receipt of the purchased goods, the customer has the right to withdraw from the sales contract, replace, or return the goods within 14 days from the delivery date. To initiate the return process, the customer must submit a written statement to the seller at support@grillsymbol.com. The seller is obligated to refund the purchase amount within 14 days from the receipt of the withdrawal statement.

The customer is responsible for the costs associated with returning the goods, unless the ordered product is incorrect or defective. The seller reserves the right to refuse the return of goods that are not in their original condition, lack original packaging, lack a purchase receipt, or are subject to other restrictions on return based on applicable legislation (e.g., custom-made products). In exceptional cases, the online store may accept used or damaged goods at a reduced price.

The seller may withhold a refund until the goods are received or until the customer provides proof of return, whichever occurs first. If the customer has chosen a delivery method different from the seller’s usual method, any excess costs beyond the usual delivery method are not refundable. The seller is not responsible for non-payment or delays in refunding returned goods if the customer provides incorrect information necessary for the refund.

The seller reserves the right to cancel the fulfillment of an order or purchase, notifying the customer by email with the reason for cancellation (e.g., incorrect selling price in the e-shop). In such cases, the cost of the order/purchase will be refunded.

 

Right to File a Claim

The seller is responsible for any non-compliance of the goods sold to the customer with the contract terms or for defects that were present at the time of delivery and manifest within two years of the goods being handed over to the customer.

Upon receiving the goods, please inspect the product packaging immediately. Any damage to the packaging must be documented promptly, as later claims will not be considered. In the case of a defect, the customer has the right to contact the seller within two months by sending an email to support@grillsymbol.com or calling +44 1622 37 0862.

The seller is not liable for defects that occur after the goods have been handed over to the customer. If the goods have defects for which the seller is responsible, the seller will either repair or replace the defective goods. If repair or replacement is not possible, the seller will refund all fees specified in the sales contract. The seller will respond to the customer’s complaint in writing or in a format enabling written reproduction within 15 days.