Refund policy

 

We aim to make your experience with Good Time Grills exceptional. Below is our clear and fair policy regarding returns, cancellations, and damages.

30-Day Returns – Stock Items Only

You may return in-stock grills, doors, drawers, and accessories within 30 days of delivery, provided they are:

• Unused and uninstalled

• In their original, undamaged packaging

• Complete with all included parts and materials

Please note: custom or made-to-order outdoor kitchens are not eligible for return (see below).

To initiate a return, email support@goodtimegrills.com with your order number and reason for return. Photos of the product and packaging may be required.

Restocking Fee

We are proud to offer 0% restocking fee on most returns — a clear advantage over competitors.
However:

• If the product comes from a manufacturer who charges a mandatory restocking fee (e.g., KoKoMo 30%, True Flame 20%), this fee will be passed through to you at cost.

• Customer is responsible for arranging and paying return shipping.

Custom & Made-to-Order Outdoor Kitchens

For custom or made-to-order islands, you may cancel your order:

• Free of charge if canceled within 48 hours of purchase or before materials are ordered.

• After 48 hours: the order is final and cannot be canceled, returned, or refunded.

We have historically seen 0% returns on custom builds — making this a low-risk investment.

Credit Card Cancellation Fee

Any order canceled — even before shipping — is subject to a 2.9% processing fee to cover non-refundable credit card charges.
This applies to all stock and custom orders.

If your order has already shipped, it will instead be treated as a return and subject to the applicable return and restocking policies.

Damaged or Defective Products

We stand behind the quality of every product. If your order arrives damaged or defective:

• Notify us within 3 days of delivery by emailing support@goodtimegrills.com with clear photos.

• We will arrange for a free replacement, repair, or other appropriate resolution.

Damages reported after 3 days may not qualify for a claim.

Refunds

Once your return is received and inspected, we’ll notify you of approval.
Approved refunds (less any applicable fees) will be issued to your original payment method within 10 business days.

If you have questions or need help, contact our support team:

📞 +1 (325) 313‑5515
📧 support@goodtimegrills.com
🏢 8911 N. Capital of Texas Hwy, Ste. 4200 Bldg. 4, Austin, TX 78759
🕘 Monday–Friday, 9:00 AM–5:00 PM CST