Refund policy

Returns & Refunds

Changed your mind? No problem. You have 14 days from receiving your order to notify us that you'd like to return it, and a further 14 days to send it back.

To be eligible for a return:
  • Items must be unused, unopened, undamaged, and returned with all original packaging and tags.
  • Charcoal products are non-refundable.
  • Kamado grills must be returned unopened with all factory straps intact.
  • Clearance and sale items are final sale and cannot be returned. In exceptional circumstances, store credit may be offered at our discretion.

1. Start Your Return

To request a return, please visit your account page and submit a return request.

Please wait for your return request to be approved before sending any items back. Returns that do not meet our policy requirements may be refused or subject to a restocking fee.

2. Return Address

Approved returns should be sent to the address below. Return shipping costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.

KAMA GEAR
Warehouse 1
Trinity Hall Farm
Hockliffe
LU7 9PY

3. Return Shipping

Unless an item is faulty or incorrect, return shipping costs are your responsibility.

Returned goods remain your responsibility until they arrive at our warehouse. We strongly recommend using a tracked and insured delivery service and ensuring items are packaged securely to prevent damage during transit.

If an item is faulty or incorrect, we will reimburse reasonable return postage costs once the issue has been verified.

4. Refunds

Once your return has been received and inspected, we'll process your refund as quickly as possible.

  • Refunds are typically processed within 1–8 working days of receiving your return.
  • Please allow an additional 3–5 working days for your bank or payment provider to release the funds.
  • Original delivery charges are non-refundable unless the return relates to a faulty or incorrectly supplied item.
  • We cannot issue refunds for items lost or damaged during return transit, so please use a tracked and insured service.

If you have any questions about returns, refunds, or exchanges, please contact our Customer Care Team and we'll be happy to help.