Refund Policy

Refund Policy

GrillBro is committed to providing you with a satisfactory shopping experience. If you are not entirely satisfied with your order, here are the applicable return and refund conditions.

1. Right of Withdrawal (14 Days)

In accordance with European Directive 2011/83/EU and Portuguese law, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide a reason.

To exercise this right, please contact us at: grillbrosupport@gmail.com stating your order number and your wish to return the product(s).

2. Return Conditions

Returned products must be:

  • In their original condition, unused and undamaged.
  • In their original packaging, complete with all accessories and documentation.
  • Returned within 14 days after notification of withdrawal.

Products that have been used, damaged, or are incomplete will not be accepted for return.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following cases:

  • Defective product or product not conforming to the order.
  • Error on our part during shipment.

4. Refund

After receipt and verification of the return, the refund will be processed within a maximum of 14 days via the payment method used for the order. We will inform you by email once the refund has been processed.

5. Defective or Non-Conforming Product

If you receive a defective product or a product that does not conform to your order, please contact us within 48 hours of receipt at grillbrosupport@gmail.com with:

  • Your order number.
  • A description of the problem.
  • Photos of the product and packaging.

We will cover the return shipping costs and proceed with a replacement or full refund according to your preference.

6. Legal Guarantee of Conformity

All our products benefit from the 2-year legal guarantee of conformity provided by European Directive 2019/771 and Portuguese law. In the event of a lack of conformity observed within this period, you may request repair, replacement, or refund of the product.

7. Exceptions

The right of withdrawal does not apply to products that are:

  • Customized or custom-made.
  • Unsealed after delivery for hygiene reasons.

8. Contact

For any return or refund request: grillbrosupport@gmail.com