We want you cooking, not stressing. If something isn't right, here's a clear, fair process to return it or get your money back. Defects and shipping damage are always on us.
The short version — 30 days to request a return · items unused and in original packaging · defective or damaged items are fully covered by us · refunds issued to your original payment method within 5–10 business days after we inspect your return.
Return window
You may request a return within 30 days of the delivery date. To be eligible, items must be unused, in original condition, and returned in their original packaging with all included parts, accessories, manuals, and free gifts. Items that show use, heat exposure, assembly, or grill/fire residue can't be returned for a standard refund (defective items are handled separately — see below).
How to start a return
- Email support@stokegrills.com with your order number and the reason for the return.
- We'll review and issue a Return Merchandise Authorization (RMA) number and return instructions, usually within 1–2 business days.
- Pack the item securely and include the RMA number. Returns sent without an RMA may be delayed or refused.
Return shipping
For change-of-mind returns, the customer is responsible for return shipping costs. We recommend a trackable, insured method — we can't issue a refund for an item we don't receive.
If an item is defective, damaged on arrival, or shipped in error, we cover all return shipping costs and send a prepaid label.
Restocking fee
A restocking fee of up to 20% may apply to opened, non-defective items returned for change-of-mind reasons, to cover inspection, repackaging, and recertification. We'll always tell you the exact fee, if any, before you ship the item back — no surprises. No restocking fee ever applies to defective, damaged, or mis-shipped items.
When refunds are issued
Once we receive and inspect your return, we issue your refund to the original payment method within 5–10 business days. You'll get an email confirmation when the refund is processed. Your bank or card issuer may take additional time to post the credit to your statement.
Original shipping charges are non-refundable except where the return is the result of our error or a defective product. Any applied restocking fee is deducted from the refund amount.
Exchanges
Need a different item or model? The fastest path is to return the original item for a refund and place a new order. If you'd prefer a direct exchange, email us and we'll help arrange it where stock allows.
Damaged or defective on arrival
Inspect your delivery as soon as it arrives. If an item is damaged or defective, email support@stokegrills.com within 48 hours of delivery with your order number and photos of the issue and packaging. We'll arrange a repair, replacement, or full refund at no cost to you — your choice where reasonable. For freight items, note any visible damage on the delivery receipt before signing whenever possible.
Electronics and connected components (Stoke IQ controllers, probes, and hubs) that fail outside the return window may be covered under our Warranty.
Non-returnable items
- Consumables once opened — charcoal, briquettes, pellets, and other burnable goods.
- Items showing use, assembly, heat exposure, or fire/grill residue.
- Gift cards and final-sale or clearance items (clearly marked as such at purchase).
- Items returned more than 30 days after delivery, or without an RMA.
Defective items are never excluded by this list — if a product fails, contact us.
Order cancellations
Need to cancel before your order ships? See our Cancellation Policy for the window and process. Once an order has shipped, it's handled as a return under this policy.
Start a return or ask a question
Tell us your order number and what's going on — we'll take it from there.