Refund policy

We want you to be stoked with every cook. This policy explains your rights when something isn't right with your order, and the options we offer if you simply change your mind. It works alongside — and does not limit — your rights under New Zealand's Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986.

Quick summary

Faulty, not as described, or not fit for purpose? You're covered by the Consumer Guarantees Act. We'll repair, replace or refund — sorted promptly and at no cost to you.

Changed your mind? We're happy to help within 30 days on most items in unused, as-new condition (some exclusions apply, and return postage is on you). This is a goodwill service, not a legal requirement.

Damaged in transit or wrong item sent? Tell us within 7 days with a photo and we'll make it right.

1. Your rights under the Consumer Guarantees Act

When you buy from us as a consumer (for personal, domestic or household use), the CGA guarantees that the goods we sell are:

of acceptable quality — safe, durable, free from defects, and do what they're meant to do for a reasonable time;
fit for purpose — including any particular purpose you told us about before buying; and
as described — matching our website listing, photos, or any sample or demonstration.

These guarantees apply regardless of any manufacturer's warranty, and we cannot and do not try to contract out of them for consumer purchases. Any part of this policy is read subject to your CGA rights.

What you're entitled to if a guarantee isn't met

Minor problem that can be fixed: we may choose to repair the item, replace it, or refund you — within a reasonable time and at no charge to you.
Serious (substantial) problem: the choice is yours — you can reject the item for a full refund or a replacement of the same type and similar value, or keep it and claim compensation for the drop in value. A problem is "substantial" if a reasonable person wouldn't have bought the item had they known about it, if it's significantly different from its description, or if it's unfit for normal use and can't easily be put right.

You can also claim compensation for any reasonably foreseeable extra loss or damage caused by the failure.

When the CGA may not apply

We may not be required to provide a remedy where you:

simply changed your mind, found it cheaper elsewhere, or no longer need the item (see Section 2);
misused or altered the product, or didn't follow the manufacturer's instructions, and that caused the problem;
damaged, lost or disposed of the item after delivery; or
were told about the specific fault before you bought (for example, a clearance item sold with a disclosed scratch).

We're entitled to inspect a returned item and reasonably investigate before deciding on the appropriate remedy.

2. Change-of-mind returns (our goodwill policy)

You are not legally entitled to a refund or exchange just because you've changed your mind — but as a courtesy we'll accept most change-of-mind returns if all of the following apply:

you contact us within 30 days of receiving your order;
the item is unused, unassembled and in its original, undamaged packaging, in as-new resaleable condition with all tags, manuals and accessories; and
you can provide proof of purchase (order number or receipt).

For approved change-of-mind returns:

you pay the return shipping, and we recommend a tracked, insured courier — items lost or damaged on the way back are your responsibility until they reach us;
the original outbound shipping charge is non-refundable;
we may deduct a reasonable restocking fee of 0–15% on bulky or high-value items to cover handling (optional — set or remove this); and
once received and inspected, we'll issue a refund or store credit/exchange at your choice. (If you'd prefer to limit change-of-mind to store credit or exchange only, change this line — but note refunds must still be given where the CGA applies.)

Items excluded from change-of-mind returns

For health, safety, hygiene and food-safety reasons, the following cannot be returned for change of mind (your CGA rights for faulty goods still apply):

Consumables — rubs, sauces, glazes, brines, marinades, injections, spices, and anything edible, once opened or where the seal is broken;
Fuel — charcoal, lump, briquettes, wood chips, chunks and pellets, once opened;
Knives and blades, once used or unsealed;
Gift cards (see Section 7);
Sale, clearance and "Wall of Flame" / special-buy items, unless faulty;
Special orders, pre-orders and custom or made-to-order items brought in specifically for you; and
Assembled, fuelled or used barbecues, smokers or ovens.

3. Damaged in transit or faulty on arrival

Please check your order on arrival. If something arrives damaged, faulty, or incorrect:

Contact us within 7 days of delivery at info@bbqboi.nz.
Include your order number, a description of the issue, and clear photos of the item and the packaging.
Keep all original packaging until the claim is resolved — couriers and suppliers often require it.

We'll arrange the appropriate remedy — repair, replacement, or refund — and we cover return shipping for faulty, damaged or incorrectly-supplied goods. You won't be out of pocket for our mistake or a genuine fault.

4. Wrong item or missing item

If we've sent the wrong product, or something's missing from your order, let us know within 7 days and we'll correct it promptly at no cost to you — by sending the right item, completing your order, or refunding you.

5. Orders that don't arrive

If your tracking shows no movement or your order hasn't arrived in the expected timeframe, contact us and we'll investigate with the courier. Where goods are lost in transit before they reach you, we'll replace or refund them.

6. Large & heavy items (smokers, kamados, Big Green Egg, pizza ovens)

Big-ticket and ceramic items need a little extra care:

Inspect before signing/assembling. Ceramic cookers such as the Big Green Egg can be damaged in freight. Check for cracks or chips before assembling or firing up, and report any transit damage within 48 hours with photos. Damage reported after assembly or use is harder for us and the carrier to accept.
Change-of-mind returns on these items are only accepted unassembled, unused and in original packaging, and return freight (tracked and insured) is at your cost; a restocking fee may apply.
Faulty heavy items: under the CGA, if a large item can't reasonably be returned without significant cost, we'll arrange and pay for collection. You don't have to freight a faulty smoker back yourself.

7. Gift cards

Gift cards are not refundable or redeemable for cash and cannot be returned for change of mind. They're valid for the period stated at purchase. Items bought using a gift card follow this policy as normal; eligible refunds are returned as store credit/gift card value.

8. Manufacturer warranties

Many products (especially smokers, grills and ovens) come with a manufacturer's warranty in addition to your CGA rights. These warranties are extra protection — they don't replace or reduce your rights under the Consumer Guarantees Act, and we won't limit our obligations to the warranty terms. We're happy to help you make a warranty claim.

9. How to start a return or claim

Email info@bbqboi.nz with:

your order number and the item;
whether it's a fault/damage/wrong item or a change of mind; and
photos (for any fault or damage).

We'll reply with the next steps and, where needed, a return address and instructions. Please don't send anything back before contacting us — unauthorised returns may be delayed or refused.

10. Refund method & timing

Approved refunds are made to your original payment method (or as store credit, where you've chosen that for a change-of-mind return).
We aim to process approved refunds within 5–10 working days of receiving and inspecting the returned item, or of approving your claim. Your bank or card provider may take a few extra days to show the funds.
Where only part of an order is returned, we refund the price of the returned item(s); original shipping is refunded only where required by the CGA (for example, where you've rightly rejected the goods).

11. Business and wholesale customers

If you buy from us in trade (for business or resale rather than personal use), the Consumer Guarantees Act may be excluded to the extent agreed. For business purchases, the guarantees in the CGA do not apply, and remedies are limited to those required by law and any manufacturer's warranty. Please contact us about wholesale or trade terms.

12. If we can't agree

We'll always try to sort things out fairly and quickly. If we can't reach agreement, you can contact the Citizens Advice Bureau or Consumer Protection for guidance, or take the matter to the Disputes Tribunal. You can also report conduct you believe breaches the Fair Trading Act to the Commerce Commission.

13. Contact us

Barbecue B.O.I. Email: info@bbqboi.nz Phone: 021 027 91442 Address: 5 Fairway Drive, Kerikeri 0230, New Zealand Contact form: bbqboi.nz/pages/contact