Kamado Joe - Big Joe III

We understand that sometimes things aren't right and you may need to return something. Below are some commonly asked questions regarding our return policy:

How do I return an item I have received but no longer require? 

If you have ordered and received an item that you no longer require, you have 14 calendar days to notify us that you wish to return it. It is important that any items you return are in perfect condition with their undamaged original packaging in order to receive a refund. You can call our customer service team on +353 71 91 53353 and we will then arrange a collection of the item/s you wish to return.

What if I need to return a damaged or faulty product? 

Our specially trained quality controllers have inspected your furniture to make sure it’s up to our high standards before we dispatch it, so damage is rare.

Upon delivery of your goods, we recommend that you inspect them immediately, then sign to advise they are in a satisfactory condition but if you believe these goods are damaged in any way, you have the right to refuse the delivery. 

If you accept an item in complete packaging but due to manufacturing errors is deemed faulty, please advise Rathwood within 14 days from the date of receipt. You can email us at furniture@rathwood.com stating the faults of the items received and attach photographs of the said damaged item/s to expedite the process. 

Who covers the cost of returning an item?

Should you wish to return an item to us due to no longer wanting it or you wish to exchange it for a different item, any costs incurred are the responsibility of the buyer and it is essential that these are returned to us in re-saleable condition.

If a product is faulty or damaged, we will cover the costs of the return and the cost of delivering a replacement. 

How long will my refund take?

The time it takes to refund your order may depend on the reason behind your refund request.

Refund Due to a Change of Mind

Upon receiving the returned items, we will then inspect for any fault or damages and once confirmed that the item is in perfect condition in undamaged original packaging, your order is updated immediately and a refund will be processed straight away. Although we action refunds immediately, it may take up to ten working days to show in your account. Please note that we can only refund the account used to make the purchase.

Refund Due to Damaged or Faulty Product/s Received

Once the damaged or faulty product is received back at our warehouse, our team will immediately update your account and process the refund. Please expect up to 10 days for the refund amount to reflect in the provided account.