Return & Refund Policy

Effective Date: February 6, 2026

This Return & Refund Policy explains the requirements, timelines, and process for returns and refunds at American Grill Supply. Please read this page carefully before submitting a return request.

1) General Return Guidelines

  • Return requests must be submitted within 30 days of delivery.

  • Requests submitted after this period may not be eligible for approval.

To start a return, contact us at support@americangrillsupply.com and include your:

  • Order number

  • Delivery date

  • Reason for return

2) Product Eligibility

To qualify for a return, products must be:

  • Unused and uninstalled

  • In original packaging, including the box and pallet (if applicable)

  • In resalable condition

  • Accompanied by a valid order number

A return may be denied if:

  • The product has been used, installed, or modified

  • The product is not in resalable condition

  • Original packaging (including pallet) is missing

  • The return request does not include an order number

3) Restocking Fees & Cancellations

A 15% restocking fee applies to all eligible returns.

The restocking fee also applies if:

  • An order is cancelled after shipment

  • A shipment is refused after shipment

  • Incorrect shipping details are provided, causing the order to be returned to the warehouse

Restocking fees are deducted from the refund amount. This fee helps cover inspection, handling, and warehouse processing costs.

4) Return Shipping & Customer Responsibilities

  • Return shipping costs are the responsibility of the customer unless the return is due to a confirmed defect or verified shipping damage.

  • For small parcel returns, customers may be required to properly pack the item and drop it off at a carrier location (such as FedEx) depending on the return instructions.

  • Freight returns may require a scheduled carrier pickup.

Return instructions are provided after the return request is approved.

5) Non-Returnable Products

The following items are not eligible for return:

  • Products that have been used, installed, or modified

  • Products not in resalable condition

  • Products not returned in original packaging (including pallet, if applicable)

  • Accessories, including (but not limited to): range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, lineguards, wall mounts, linesets, couplers, and similar accessory items

6) Damaged Products

If your order arrives damaged, please follow the steps below immediately.

A) Visible Damage at Delivery

  • Take clear photos of the damaged packaging

  • Refuse delivery

  • Ensure the driver notes the damage on the Bill of Lading (BOL) or Freight Bill

B) Concealed Damage (No Visible Box Damage)

  • Inspect the product immediately after delivery

  • If damage is discovered, take photos and email us right away

C) Reporting Damage

Email support@americangrillsupply.com with:

  • Order number

  • Description of the issue

  • Photos of the packaging and product

All damage must be reported within 48 hours of delivery. Claims reported after this period may not be eligible for approval.

Damaged items may be required to be returned to qualify for a refund or replacement.
Removal of old units and installation costs are not covered.

7) Exchange Policy

We do not offer exchanges.

If you want a different product, submit a return request (if eligible) and place a new order separately.

8) Refund Processing

Refunds are issued only after the returned product is:

  1. received by the warehouse,

  2. inspected, and

  3. approved.

Additional refund notes:

  • Returns must be completed in accordance with the provided return instructions

  • Refunds are issued to the original payment method

  • Please allow up to 7 business days after inspection approval for the refund to be processed (bank processing times may vary)

We aim to process eligible refunds as promptly as possible once inspection is complete.

9) How to Start a Return

To begin a return, email support@americangrillsupply.com with:

  • Order number

  • Delivery date

  • Reason for return

Our team will respond with next steps and instructions.

Contact Information

American Grill Supply
304 S. Jones Blvd
Las Vegas, NV 89107

Email: support@americangrillsupply.com
Phone: +1 818 245 8510

Business Hours:
Mon–Fri: 9 AM – 6 PM
Sat–Sun: 10 AM – 6 PM (Sales Only)