Refund Policy
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This Refund Policy is about money: when Grill Tee sends a refund, how much it is, where it goes and how long it takes. The steps for packing and posting an item back live on our Returns & Exchanges Policy page. Read the two together if you are sending something back. The short version is that every product can be returned within 60 days of delivery, change-of-mind return postage is on us, and your refund is sent within 7 days of the return reaching us.
Refunds at a glance
- Refund timing for returns: sent within 7 days of receiving your return.
- Refund timing for cancellations: sent within 7 days of our cancellation confirmation, for orders cancelled within 24 hours of ordering.
- Where it goes: back to the payment method you used, or store credit if you prefer. Store credit never expires.
- Eligibility: every product, including personalised items, within 60 days of delivery.
- Fees: no restocking fee and no refund processing fee. Change-of-mind return postage is paid by us.
- Currency: refunds are made in US dollars, the currency of our prices.
1. When a refund is due
A refund is due in the situations below. Each one says what starts it and what you can expect. If your situation does not fit neatly into any of them, email support@grilltee.shop and tell us what happened. We reply within 24 hours on business days.
1.1 You returned an item within 60 days
This is the most common case. You changed your mind, the colour was not right for him, or the hoodie was a size too snug. You start the return, send the item back on the free return label, and once it reaches us your refund is sent within 7 days. The 60 days count from the delivery date.
1.2 You returned a personalised item
Personalised aprons and the Backyard Joint Tee are refunded on the same terms as everything else. A Pitmaster Name Apron reading BIG MIKE with the title Head Cook, returned within 60 days of delivery, gets the same refund timing as a plain dad cap. There is no separate rule and no reduced refund for personalised pieces.
1.3 You cancelled within 24 hours
If you cancel within 24 hours of placing your order and we confirm the cancellation, we refund the full amount you paid. The refund is sent within 7 days of our confirmation. The full steps are on our Cancel or Change an Order page.
1.4 Something was wrong with your order
If an item arrives damaged, misprinted or is not what you ordered, or a parcel goes missing, contact us with your order number and a photo of the problem, and we will help. We will look at what happened and tell you the next step, which may include a return and refund under this policy. Please reach out within 60 days of delivery so the return window is still open.
2. How much is refunded
Shipping on Grill Tee orders is free, so there is no shipping charge to argue over. The refund for a returned item is the price you paid for that item, including any size add-on. If you bought a tee in 4XL, the $4 add-on you saw on the product page is part of the item price and comes back with it. If you returned only some items from an order, you get back what you paid for those items.
| Situation | Item price | Size add-on | Outbound shipping | Return postage |
|---|---|---|---|---|
| Change of mind, returned within 60 days | Refunded | Refunded | Free, nothing to refund | Paid by us (free return label) |
| Personalised item, returned within 60 days | Refunded | Refunded | Free, nothing to refund | Paid by us (free return label) |
| Order cancelled within 24 hours | Refunded in full | Refunded | Free, nothing to refund | Not applicable |
| Damaged, misprinted, wrong or missing | Contact us with your order number and a photo, and we will help with the next step | |||
We do not charge a restocking fee, a handling fee or a fee for processing the refund itself. The only thing that can make the amount that lands in your account look different is your own bank, for example if your card was in another currency and the exchange rate moved between the purchase and the refund. That is set by the bank, not by us.
3. How long it takes
For returns, the clock starts when your parcel reaches us. We match it to your order and the refund is sent within 7 days of receiving it. We email you when it goes out. For cancellations within 24 hours of ordering, the refund is sent within 7 days of our confirmation email.
After we send a refund, your bank or payment provider still has to post it to your account. How long that last step takes depends on them, so a refund can show as pending for a while before it appears in your balance. If it has not shown up a few business days after our refund email, contact us with your order number and we will look into it with you.
A worked timeline
Say a hoodie was delivered to a cook in Calgary on March 2. He decides on March 20 that he would rather have the crewneck. He emails us, we send the return details, and he drops off the parcel. It reaches us some days later. From the day it arrives, the refund is sent within 7 days, and he gets an email when it goes. He then orders the crewneck as a new order with free shipping. The whole thing is well inside the 60 days.
4. Where the money goes
- Refunds go back to the payment method used for the order.
- If you would rather have store credit, ask for it when you start the return. Store credit never expires, so it can sit until next cook season.
- For gifts, the refund goes to the person who paid. If the buyer wants the recipient to have store credit instead, the buyer can ask us for that.
- Refunds are made in US dollars, which is the currency our prices are shown in.
We will never ask you to give us card numbers, bank details or passwords by email to receive a refund. A refund goes back through the same payment route the order used. If you get a message asking for those details and claiming to be from us, do not reply to it, and forward it to support@grilltee.shop.
5. Refunds on orders with several items
Crew orders and family orders often hold several items, and only one or two of them may need to come back. Picture a cousin who ordered five Pit Crew tees for a reunion in S, M, 2XL, 3XL and 5XL. The 3XL does not fit the uncle it was meant for, so only that tee comes back. The refund is the price paid for the 3XL tee, including its $2 size add-on. The other four stay with the crew and nothing else changes on the order.
If you return items from one order in more than one parcel, each refund is sent within 7 days of that parcel reaching us. You will get a separate email for each.
The pair of mugs
A couple orders the 15 oz mug and the second mug design together, one for the person who lights the chimney at dawn and one for the person who brings out the coffee. One of them turns out to be a duplicate of a mug a friend already gave them. That one mug comes back within 60 days, its price is refunded within 7 days of it reaching us, and the other mug stays on the shelf by the back door.
What helps us send your refund quickly
- Your order number in the email and on a slip inside the parcel.
- A list of exactly which items are in the parcel, with sizes, if you are returning part of an order.
- Whether you want the refund on your original payment method or as store credit.
- The email address used at checkout, if you are writing from a different one.
- For a gift, the buyer’s name, so we can match the return to the right order.
6. Store credit
Store credit is an option, not a requirement. Some customers prefer it, for example when they know they will be back for the youth tee once the little helper grows into it, or when a gift buyer wants the recipient to choose. Store credit never expires. It is tied to the email address on the order, so tell us if you want it set up for a different address.
7. Refunds and personalisation mistakes
We print exactly what is typed in the personalisation fields: spelling, capitals and spacing. There is no proof sent before production. The live preview on the product page, the cart line, the checkout summary and the order email all repeat your text so you can catch a mistake.
If a typo slipped through, the fastest fix is to email us within 24 hours of ordering and change the text, at no cost. Once that window has passed, the item can still be returned within 60 days of delivery for a refund on the terms above, and you can place a new order with the corrected text. Consider the joint name that was too long for the field: SMOKE HOLLOW BARBECUE COMPANY does not fit in 18 characters, so a buyer typed SMOKE HOLLOW BBQ instead, then wished she had written SMOKE HOLLOW PIT. A return and a new order handles it.
8. Payment disputes
If something about a charge looks wrong, such as an amount you do not recognise or a refund that has not appeared, please email us first with your order number. Most of these questions are cleared up quickly once we can see the order. Contacting us does not take away any right you have with your bank or payment provider.
Refunds outside the United States
A customer in Perth, Toronto or Wellington gets the same refund terms as a customer in Tampa. The amount is refunded in US dollars to the original payment method, and your bank converts it back into your own currency at its own rate. If the rate has moved since you paid, the number you see in Australian, Canadian or New Zealand dollars may differ a little from what left your account. That difference comes from the exchange rate, not from any fee on our side.
9. Things that are not refunded
Because shipping is free, there is no shipping charge to refund. Import duties or taxes charged by the destination country when a parcel arrives in Canada, Australia or New Zealand are set by that country’s authorities, not by us, and depend on the destination. If you paid one and are returning the item, contact us and we will help you with what we can; your local customs office can tell you whether a refund of those charges is possible on their side.
10. A note on timing around big days
Refund timing does not change in June or September. A Pitmaster Name Apron returned two weeks after Father’s Day gets the same 7-day refund timing as one returned in February. What does change around big days is carrier volume, so return parcels can spend longer on the road. If your return is taking longer than you expected to reach us, email us your drop-off receipt and we will keep an eye out for it.
11. Contact us about a refund
Email support@grilltee.shop or use Submit a Ticket with your order number. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery, Payment Methods and FAQs. Grill Tee, 3349 Roundabout Dr, Middleburg, FL 32068, US.